LiveAgent

LiveAgent

Una buena atención al cliente comienza con un mejor software para la mesa de ayuda.

4.7/5 (732 opiniones)

Información general sobre LiveAgent

¿Qué es LiveAgent?

El servicio de asistencia de LiveAgent es la solución definitiva para brindar una excelente asistencia al cliente. Equipado con más de 175 funciones de asistencia, podrás vincular todos los canales de posibles entradas de asistencia, como buscar correos electrónicos, comentarios de Facebook, tweets, formularios de contacto, chats en vivo o llamadas telefónicas. Algunas de las características principales del servicio de ayuda incluyen: Automatización, SLA, Casos de atención al cliente, Cuentas POP3, correos electrónicos automáticos, Departamentos, Prioridades, Estados, Etiquetas, Reglas, Enrutamiento de tickets, Mensajes enlatados/predefinidos, Macros, Plantillas de correo electrónico, Informes de rendimiento, Chats en vivo, Invitaciones de chat y Supervisión de sitios web, Integración de voz y grabación de llamadas, Integración de Facebook y Twitter, Portal de asistencia, Base de conocimiento, Foro y mucho más. LiveAgent está disponible en 39 idiomas y puede ser una licencia de SaaS o una licencia alojada en uno mismo (instalada en tu propio servidor). La infraestructura del servidor se encuentra en EE. UU., el Reino Unido y Japón para garantizar las respuestas de velocidad similares a Millenium Falcon y para apoyar las leyes locales (en particular para la UE).

Información general sobre LiveAgent

Precio

A partir de
USD 15.00/mes

Opciones de precios

Prueba gratis
Licencia de pago único
Suscripción
Relación calidad-precio

Funciones de LiveAgent

Dispositivos
Tamaño de la empresa
P M G
Disponible en los países siguientes
Asia, Australia, Canadá, China, Europa y otros 5, Alemania, India, Japón, Latinoamérica, África y Oriente Medio
Idiomas admitidos
Árabe, Chino (simplificado), Checo, Danés, Neerlandés y otros 19, Inglés, Finés, Francés, Alemán, Hebreo, Húngaro, Indonesio, Italiano, Japonés, Coreano, Noruego, Polaco, Portugués, Ruso, Español, Sueco, Tailandés, Turco, Ucraniano

Capturas de pantalla

Captura de pantalla de LiveAgent: Tickets overview
Captura de pantalla de LiveAgent: Tickets overview Captura de pantalla de LiveAgent: Inside of the tickets Captura de pantalla de LiveAgent: Chat overview Captura de pantalla de LiveAgent: Inside of the chats Captura de pantalla de LiveAgent: Call reports Captura de pantalla de LiveAgent: Inside of the calls Captura de pantalla de LiveAgent: Agent's dashboard Captura de pantalla de LiveAgent: Reports

Reseñas de LiveAgent

Reseñas de LiveAgent

Calificación general
4.7
/
5 732 reseñas
Excelente
518

Muy bien
191

Media
19

Mediocre
4

Horrible
0

Relación calidad-precio
4.6
Funciones
4.5
Facilidad de uso
4.5
Asistencia al cliente
4.7
97% Un ha recomendado esta aplicación
Guy N.

We needed an upgrade for our support app and decided to switch to LiveAgent. We're very happy...

The biggest benefit we get from LiveAgent is being able to communicate with customers and immediately see their order history (shopify integration) and their previous messages with our support team. This saves time for both us and the customer.


Traducir con Google
Sergey V.

I like Live Agent as a product and environment for the work of the support team.

Pros:

easy-to-use and simple interface
flexible test system and automation
good built-in analytics model (if the statistics on the quantitative indicators of tickets are added, logins via API are counted in the reports by channels, and the summary report by SLA is introduced, it'll be perfect)
Help Desk, online chat, ticket system for users and knowledgebase in one place
mobile app

What could be improved:
poor customization settings, CSS are not always enough to make the clients' portal and online chat personalized for the Russian market.
It would be nice to see the Russian social network VKontakte added, as well as integrate messengers Telegram, Viber, Whatsapp, Skype
add an opportunity to specify links in the additional field of the ticket, not only text
expand chat settings (set animation as optional, personally I would like to disable it)

We've been working in Live Agent for over a year and don't consider changing the platform, we're more than satisfied with it. Good luck to the Live Agent team with the development of the product!


Traducir con Google
Tim R.

All-in-one support solution


Traducir con Google
Matthias V.

Not the cheapest solution around, but probably one of the best.

Depending on the package you select it is probably not the cheapest solution around. But it is one of the best.

We moved from a single google inbox to LiveAgent a while back. There was a lot of irritation at first since the way we dealt with support had to change a lot. But looking back, changing the way we do support, was the right thing to do.

Live Agent heavily relies on departments. Which makes it easy to transfer a ticket to the right people, cutting down on our response time. Even if there is no clear distinction, I think any organisation can be devided up into departments. 1ste line support, 2nd line support, accounting, ... A ticket might get transfered between departments multiple times, but that's a good thing. Since you don't have to keep track of them, the ticket will get transfered back to your department when needed.

The departments also allow us to go to the next level. Setting up multiple offices in different countries is now easy, since we can simply create a new department and create a rule that will automatically assign tickets based on the country/language.

I do have to mention a couple of less than ideal things. There are some minor bugs in the application. Sometimes it completely crashes and has to be reloaded. I have yet to figure out why this happens. Luckily no data is lost though, it's just a minor inconvenience. There is also a very annoying bug in the rich text editor where it uses the same short cuts as the application (ctrl + i to put something in Italics has a different meaning in the application). So you're constantly fighting with these keys, I hope they get that resolved soon. There were also a couple of other bugs, but those got resolved quickly by the support team at LiveAgent/QualityUnit.

And that last one is actually what makes me recommend Live Agent. The program isn't perfect, but remember that no program ever is. The team behind this, is really trying to build the best solution out there. And they always respond quickly to any issue or question you might have.

Give them a try, they have a free trial.


Traducir con Google
Andreina C.

An excellent platform to offer customer service

Satisfied customers and time saving.


Traducir con Google
Guy N.
Sector: Arte y artesanía
Tamaño de la empresa: 2-10 empleados
Traducir con Google

We needed an upgrade for our support app and decided to switch to LiveAgent. We're very happy we did

Software usado A diario durante 1-5 meses
Revisado el 4/12/2019
Fuente de la reseña: Capterra

The biggest benefit we get from LiveAgent is being able to communicate with customers and immediately see their order history (shopify integration) and their previous messages with our support team. This saves time for both us and the customer.

Puntos a favor

The plethora of functionalities and having all support channels in 1 app: live chat, email, social and phone.
I also highly value great support. A great app with mediocre support is not a great app. So, besides all the options in the app I was also happy to find LiveAgent has a great support team themselves.

Puntos en contra

Compared to our last support app the dashboard feels very cluttered, but LiveAgent also has lots more functions, so it's not a big deal. Once you're used to it, you don't notice it anymore.

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Respuesta de QualityUnit

Hello Guy, thank you very much for nice review. We appreciate it. Have a nice day :)

Desglose por calificación

Relación calidad-precio
Facilidad de uso
Asistencia al cliente

Probabilidad de recomendación: 9.0/10

Sergey V.
Sector: Internet
Tamaño de la empresa: 51-200 empleados
Traducir con Google

I like Live Agent as a product and environment for the work of the support team.

Software usado A diario durante Más de un año
Revisado el 21/3/2017
Fuente de la reseña: Capterra

Pros:

easy-to-use and simple interface
flexible test system and automation
good built-in analytics model (if the statistics on the quantitative indicators of tickets are added, logins via API are counted in the reports by channels, and the summary report by SLA is introduced, it'll be perfect)
Help Desk, online chat, ticket system for users and knowledgebase in one place
mobile app

What could be improved:
poor customization settings, CSS are not always enough to make the clients' portal and online chat personalized for the Russian market.
It would be nice to see the Russian social network VKontakte added, as well as integrate messengers Telegram, Viber, Whatsapp, Skype
add an opportunity to specify links in the additional field of the ticket, not only text
expand chat settings (set animation as optional, personally I would like to disable it)

We've been working in Live Agent for over a year and don't consider changing the platform, we're more than satisfied with it. Good luck to the Live Agent team with the development of the product!

Puntos a favor

easy-to-use and simple interface
flexible test system and automation
good built-in analytics model (if the statistics on the quantitative indicators of tickets are added, logins via API are counted in the reports by channels, and the summary report by SLA is introduced, it'll be perfect)
Help Desk, online chat, ticket system for users and knowledgebase in one place
mobile app

Puntos en contra

poor customization settings, CSS are not always enough to make the clients' portal and online chat personalized for the Russian market.
It would be nice to see the Russian social network VKontakte added, as well as integrate messengers Telegram, Viber, Whatsapp, Skype
add an opportunity to specify links in the additional field of the ticket, not only text
expand chat settings (set animation as optional, personally I would like to disable it)

Desglose por calificación

Relación calidad-precio
Facilidad de uso
Asistencia al cliente

Probabilidad de recomendación: 8.0/10

Tim R.
Sector: Marketing y publicidad
Tamaño de la empresa: 2-10 empleados
Traducir con Google

All-in-one support solution

Software usado A diario durante 1-5 meses
Revisado el 10/9/2019
Fuente de la reseña: Capterra

Puntos a favor

I love LiveAgent! In the past, I always used the same communication channels for business and private, or at least they were on the same device. Situations like this were quite common: I wanted to have a Skype call with my best friend, and suddenly a customer notices that l am online and sends me support messages via direct message. My messages used to be all over the place, you have a phone call with a customer, suddenly you get a WhatsApp support request three days later. Or some customer who lives in a different time zone calls you at 3 AM because they forgot about where you live and you forgot to turn off your phone. With LiveAgent I am streamlining my entire communication. I created a [email protected] address for my domain and forward any incoming email to LiveAgent. | also linked my contact form on my website via Zapier to create an instant ticket. Instead of giving customers my Skype ID, I use the built-in video call feature in LiveAgent, so there are no unforeseen interruptions. Voice calls can be integrated as well including a real landline phone number, which is cool. The chat Widget can be fine-tuned to only appear under certain conditions, for example, if someone is spending 15 seconds or more on the pricing page. Overall this tool allows me to have strong boundaries and office hours with customers. | am going to use the second user account for my assistant and then use the routing emails to automatically assign all tickets to him. This dramatically frees up my time

Puntos en contra

The design is slightly outdated and it was a bit complicated to find everything during setup.

Traducir con Google

Respuesta de QualityUnit

Thank you very much fot your nice feedback.
we are happy that you are satisfied with us :) We still working on our improvement :)
Have a nice day

Desglose por calificación

Relación calidad-precio
Facilidad de uso
Asistencia al cliente

Probabilidad de recomendación: 10.0/10

Matthias V.
Sector: Tecnología y servicios de la información
Tamaño de la empresa: 2-10 empleados
Traducir con Google

Not the cheapest solution around, but probably one of the best.

Software usado A diario durante 6-12 meses
Revisado el 25/4/2017
Fuente de la reseña: Capterra

Depending on the package you select it is probably not the cheapest solution around. But it is one of the best.

We moved from a single google inbox to LiveAgent a while back. There was a lot of irritation at first since the way we dealt with support had to change a lot. But looking back, changing the way we do support, was the right thing to do.

Live Agent heavily relies on departments. Which makes it easy to transfer a ticket to the right people, cutting down on our response time. Even if there is no clear distinction, I think any organisation can be devided up into departments. 1ste line support, 2nd line support, accounting, ... A ticket might get transfered between departments multiple times, but that's a good thing. Since you don't have to keep track of them, the ticket will get transfered back to your department when needed.

The departments also allow us to go to the next level. Setting up multiple offices in different countries is now easy, since we can simply create a new department and create a rule that will automatically assign tickets based on the country/language.

I do have to mention a couple of less than ideal things. There are some minor bugs in the application. Sometimes it completely crashes and has to be reloaded. I have yet to figure out why this happens. Luckily no data is lost though, it's just a minor inconvenience. There is also a very annoying bug in the rich text editor where it uses the same short cuts as the application (ctrl + i to put something in Italics has a different meaning in the application). So you're constantly fighting with these keys, I hope they get that resolved soon. There were also a couple of other bugs, but those got resolved quickly by the support team at LiveAgent/QualityUnit.

And that last one is actually what makes me recommend Live Agent. The program isn't perfect, but remember that no program ever is. The team behind this, is really trying to build the best solution out there. And they always respond quickly to any issue or question you might have.

Give them a try, they have a free trial.

Puntos a favor

Phone integration
Chat integration (internal and customer chat)
Departments
Cloud based (works on mobile as well)

Puntos en contra

Short cuts in rich text area are conflicting with the ones in the application

Desglose por calificación

Relación calidad-precio
Facilidad de uso
Asistencia al cliente

Probabilidad de recomendación: 9.0/10

Andreina C.
Tamaño de la empresa: 13-50 empleados
Traducir con Google

An excellent platform to offer customer service

Software usado Otro durante Más de un año
Revisado el 18/7/2018
Fuente de la reseña: Capterra

Satisfied customers and time saving.

Puntos a favor

At work I was assigned a very important job, I had to decide what software the company should acquire to offer the customer service to hundreds of people. I took the task of researching a wide variety of programs online and I really found in Live Agent the solution to our needs.

This program contains all the tools you will need so that your clients receive support in a timely manner.

It has a live chat, tickets, integration with social networks and more. The best thing is that it doesn't matter if the client sends an email, opens a ticket or leaves a comment on a social network, because that message will reach a single platform where agents can receive it and give an immediate response. These messages will be stored together with a conversation history, allowing any agent to be well informed of the case and able to respond and solve the customer's problem.

Live Agent has many other features that make it easier for agents to work, for example, you can create predefined replies to save time or write frequently asked questions and send links to clients so they can access this information immediately.

On the other hand you can customize the portal support with your brand.

You can also obtain a report of the agents' work hours. It really is a complete program and its price seems accessible to me. It is worth what it costs because finally if you manage to offer good customer service, this will definitely favor your sales.

Puntos en contra

There are very few negative things that I have to say about Live Agent because it works almost perfectly, rather than negative aspects they could make some improvements that allow each company to customize the different options that the program offers us.

Desglose por calificación

Facilidad de uso
Asistencia al cliente

Probabilidad de recomendación: 10.0/10

Recomendación de usuario
8.9/10
Based on 732 user ratings
Compara con las alternativas según las recomendaciones de los usuarios
Compara las alternativas

Precios de LiveAgent

Precios de LiveAgent

A partir de
USD 15.00/mes
Prueba gratis
Licencia de pago único
Suscripción
Relación calidad-precio
Relación calidad-precio
4.6/5
Based on 732 user ratings
Compara las alternativas según la relación calidad-precio
Compara las alternativas

Funciones de LiveAgent

Funciones de LiveAgent

API
Chat
Comunicación multicanal
Creación de informes y estadísticas
Creación de marca personalizable
Encuestas y comentarios
Gestión de flujos de trabajo
Gestión de la base de conocimiento
Gestión de tickets de soporte
Historial de contactos
Integración de CRM
Integración de correo electrónico
Integración de redes sociales
Integración de terceros
Mensajería instantánea
Notificaciones automáticas
Panel de actividades
Priorización
Supervisión
Supervisión en tiempo real
Funciones
4.5/5
Based on 732 user ratings
Compara con las alternativas según la valoración de características
Compara las alternativas

Categorías

Vídeos y tutoriales

Vídeos y tutoriales

Preguntas frecuentes sobre LiveAgent

Preguntas frecuentes sobre LiveAgent

He aquí algunas preguntas frecuentes sobre LiveAgent.

P. ¿Qué tipo de planes de precios ofrece LiveAgent?

LiveAgent ofrece los siguientes planes de precios:

A partir de: USD 15.00/mes

Modelo de precios: Licencia de pago único, Suscripción

Prueba gratis: Disponible

P. ¿Cuáles son las características principales de LiveAgent?

No tenemos información sobre las características de LiveAgent

P. ¿Quiénes son los usuarios habituales de LiveAgent?

Los clientes habituales de LiveAgent son:

Trabajadores autónomos, Empresas Grandes, Empresas medianas, Sin ánimo de lucro, Administraciones públicas, Empresas pequeñas

P. ¿Qué idiomas admite LiveAgent?

LiveAgent admite los siguientes idiomas:

Árabe, Chino (simplificado), Checo, Danés, Neerlandés, Inglés, Finés, Francés, Alemán, Hebreo, Húngaro, Indonesio, Italiano, Japonés, Coreano, Noruego, Polaco, Portugués, Ruso, Español, Sueco, Tailandés, Turco, Ucraniano

P. ¿Qué tipo de planes de precios ofrece LiveAgent?

LiveAgent cuenta con los siguientes planes de precios:

Licencia de pago único, Suscripción

P. ¿LiveAgent es compatible con dispositivos móviles?

LiveAgent admite los siguientes dispositivos:

Android, iPhone, iPad

P. ¿Con qué otras aplicaciones se integra LiveAgent?

LiveAgent se integra con las siguientes aplicaciones:

AWeber, Akita, GetResponse, Help Desk Migration, Mailchimp, Nicereply, ProjectManager.com, Slaask, Slack, VisitorTrack

P. ¿Qué tipo de asistencia ofrece LiveAgent?

LiveAgent ofrece las siguientes opciones de asistencia:

Preguntas frecuentes, Foro, Base de conocimientos, Asistencia en línea, Asistencia telefónica, Tutoriales en vídeo