LiveAgentReviews of liveagent.com

We had a serious problem when Liveagent was sending multiple retires to non-existent email address. That happened in background and not seen by the users of the app. Such an activity is considered as spam by email providers, hence Google triggered an alert and suspended user account. We contacted Liveagent support to fix this issue, but didn't even get a reply, 3 days passed, but despite multiple reminders we still have no response from their Support. Irony is that this platform is designed for customer support, but it's own support does not seem to be customer oriented.

Skipped from Freshdesk to Ladesk (LiveAgent) but at the config is not user friendly and logical in my opinion. Ladesk support only focus on defend this point of view instead of solve the problem. In the mail config I set up the mail accounts but it also uses my personal mail as tickets instead of the support mail account. From that point (a few weeks ago) my inbox is a mess and no option to deactivate this because it's the owner as user account and can't change this anyway. Had about 5 interactions with customer support whereby is not an 24 hours reply and no solution. That's against my expectations. Other functionality and config seems like to work good or better because of this issue I have not become much further in usage.

Compared with Zopim, which we used earlier, this program needs much more development. User panel is vague. Chats pop-up and then disappear. No app, so i cannot use it on my phone when on the go. Client tracking much more difficult than with Zopim. If you have an option to choose either with Zopim or LiveAgent - the choice is clear for me.

A lot of issues with not being able to answer calls. Calls ending in the middle of the conversation. Bad server.

To be completely honest, the reports I have received and reviewed from LiveAgent aren't very explanatory. I have no idea if my customer called for a sale or if they called for a website issue. Tags do NOT show up in the reports for phone calls. It's been a constant battle. Phone's are the worst experience with dropped calls, patchy quality, and server connection issues. Emails are the best, by far. Straight forward, and easy to read in reports. Live Chats could use some work. Over all, definitely needs some reworking in the reports and phone calls, but easy to use and navigate.

Drops calls. Won't let you answer calls. Freezes up making you have to log out or shut down completely.

Drops phone calls, loses emails, glitch after glitch after glitch. good system that could be better!

It has not been easy to design and configure an IT help desk that tracks extra data (priority) and has a workflow with automated replies and reminders.