LiveAgentReviews of liveagent.com

Great System - Use it mostly for Live Chat. Embeds itself nicely into our products which provides a great way for our customers to talk to us and get the help they need. One little Improvement would be the ability to Mute an incoming chat (Only because we use VIOP and that can drown the call out)

It works very well. I miss some functions - for example: changing distance betrween rows in replay email.

LiveAgent works pretty well as a LiveChat solution for our different websites and serves its purpose. Some more features and customization possibilities would be great, but you can see that the team is working hard on bringing new features every once in a while, so I am confident that those missing parts will come sooner or later and make this tool perfect and fitting to every website and platform.

I am new to this field of live agents,but I see that there are also some things that are missing from the application.

We started using LiveAgent over a year ago with a handful of agents. Since then it has performed well. Once you have the hang of it, it will function as the leading "work supply" system for a small helpdesk. Don't know how it holds up in large helpdesk environments but it has some pretty cool enterprise features such as filters, departments, bulk ticket handling and rules. We don't use the reporting features. Only issues there were in the beginning were related to fetching mail over IMAP, it would time-out too fast when talking to Exchange 365.

It is easy to use and a great way to communicate to others around the world.

We use Live Agent as an instant way for our customers to get support between certain hours. The system allows us to control this very simply, whilst asking the users to enter specific information before the chat starts. It also includes a very comprehensive reporting suit so we can monitor stats and make sure our engineers are efficiently helping our customers. It could do with a few tweaks to make it perfect, like the ability to mute the sound of an incoming chat - which can be an issue with you are using it in conjunction a software phone system. Overall very happy with it.

LiveAgent offers most of what you need in a good and complete support solution with very few incidents. There's obviously some place for improvements and new functionalities, but nothing major you would need to start with it.