LiveAgent

I think LiveAgent is fantastic software

Comments: Every company needs the ideal thing, which is to treat every email as a ticket. If a client does not respond to my follow-up email within three days (thanks to a rule I set up in Los Angeles), a new ticket is opened and I am prompted to contact them again. Such follow-ups should never be sent from regular email accounts since doing so requires excessive monitoring.

Pros:

Thanks to LiveAgent, I never have to leave the app to check my Gmail or Yahoo Mail inboxes again. As a marketing professional, I have access to a plethora of email accounts, and I've lost several business opportunities due to my own laziness in checking my inbox. With their "Unlimited Email Accounts" function, LiveAgent scores major points. To make things easier, I included my LA-based email address.

Cons:

If you use LiveAgent as your email client, you won't notice any "unread" messages when you check your inbox. But that's not a major problem.

Our support communications are centralized with LiveAgent

Comments: The pricing structure is the one thing I'd like to see altered. They've made it possible to aggregate feedback from many channels—including Twitter, Instagram, and Facebook—but unfortunately, doing so costs an additional $39 per channel.

Pros:

It's great that we can designate a single administrator to sort incoming emails, allocate them to the appropriate agents, and monitor their responses until the problem is resolved.

Cons:

The safety, the ease of usage, It's the greatest there is since it's so simple to implement, integrate, administer, and utilize; there are never any misunderstandings or missteps in the communication.

moving to Liveagent...

Comments: While we're still only in a trial, liveagent seems promising.

Pros:

Seems to do everything including voice call integration.

Cons:

We havent seen anything we dont like yet.

Mediocre lifecycle management

Comments: It has been from more to less. In the last 3 years has barely evolved (if not regressed), not being anymore a market leader. If I still haven't changed is due to all integration I have already done with the app.

Pros:

It's a really useful omnichannel tool, which requires mid-size effort to configure and obtain an inmediate profit.

Cons:

Development and support are on their own. They add/ change / delete functionalities without further notice. It's quite frustrating when a given morning your agents tell you that something you have been using for years is not working and when you reach support team responds saying that this feature never existed, as you are idiots. This issue could be easily solved if product team would submit a regular/weekly email with the content of the product roadmap, so teams can addapt in advance their operation to deleted/changed/added functionalities.

Alternatives Considered: Zoho Desk and Zendesk Suite

Reasons for Switching to LiveAgent: price affordable and worthy features

Great product for many reasons.

Comments: A powerful customer support platform with a plethora of features that cater to the diverse needs of businesses. Its multichannel support, efficient ticket management, customization options, and robust reporting make it a compelling choice for companies seeking a comprehensive support solution.

Pros:

Allows businesses to manage customer inquiries from various channels such as email, live chat, phone, and social media in one unified platform. This makes it convenient for us!

Cons:

For small businesses like mine with limited budgets, the higher cost of LiveAgent's subscription plans may be a drawback.

Alternatives Considered: HappyFox Help Desk

Reasons for Switching to LiveAgent: happyfox was also tried out to use for our comapny.