LiveAgent is a well-established customer support software that offers a variety of features, including a robust live chat solution.
Pros:
- Feature-Rich Live Chat: LiveAgent offers a comprehensive set of live chat features, including proactive chat invitations, real-time typing insights, canned responses, and file transfer capabilities, enabling efficient and engaging customer interactions.
- Seamless Integration with Helpdesk: LiveAgent’s live chat seamlessly integrates with its ticketing system, ensuring a smooth transition from chat to ticket creation if an issue requires further attention or follow-up. This unified approach helps streamline support workflows.
- Customization Options: Users can customize the look and feel of the chat widget to match their brand’s aesthetic, ensuring a consistent experience for website visitors.
- Strong Automation Rules: LiveAgent enables the creation of robust automation rules for routing chats, assigning agents, and triggering actions based on specific criteria. This helps optimize agent productivity and ensures timely responses.
- Competitive Pricing: LiveAgent offers a free plan for basic needs and tiered pricing plans that are generally considered competitive, making it accessible to businesses of various sizes and budgets.
Cons:
- Potential Learning Curve: Some users find the interface, particularly when navigating the broader LiveAgent platform beyond just live chat, to have a learning curve, especially for those new to helpdesk software.
- Limited Mobile App Functionality: While LiveAgent offers mobile apps, some users have pointed out that the functionality on mobile might be limited compared to the desktop version, which could be a drawback for teams managing support on the go.
Overall:
LiveAgent offers a powerful and feature-rich live chat solution that integrates well with its broader helpdesk capabilities, making it a strong choice for businesses seeking a comprehensive customer support platform.
Its customization options, automation rules, and competitive pricing further contribute to its appeal.
However, consider the potential learning curve and mobile app limitations before committing to LiveAgent as your solution.
