LiveAgent
Over LiveAgent
De helpdesk van LiveAgent is de ultieme oplossing voor het leveren van uitstekende klantenservice. Met behulp van meer dan 175 ondersteuningsfuncties kun je elk kanaal van mogelijke ondersteuningsinput koppelen, zoals het ophalen van e-mails, Facebook-opmerkingen, tweets, contactformulieren, livechat of telefoongesprekken.
Enkele van de belangrijkste helpdeskfuncties zijn: automatisering, SLA, ticketing, POP3-accounts, e-mail doorsturen, afdelingen, prioriteiten, statussen, tags, regels, ticketroutering, standaard/vooraf gedefinieerde berichten, macro's, e-mailsjablonen, prestatierapporten, live chat, chatuitnodigingen en website-controle, spraakintegratie en gespreksopname, Facebook- en Twitter-integratie, ondersteuningsportal, kennisbank, forum en veel meer.
LiveAgent is beschikbaar in 39 talen en zowel als SaaS-licentie of een door jouzelf gehoste licentie (geïnstalleerd op je eigen server).
De serverinfrastructuur is gevestigd in de VS, het VK en Japan om te zorgen voor supersnelle reacties en om te voldoen aan lokale wetgeving (met name voor de EU).
Prijzen vanaf:
US$ 15,00/maand
- Gratis proef
- Free Version
- Subscription
Apparaten
Bedrijfsgrootte
Markten
Ondersteunde talen
Prijzen vanaf:
US$ 15,00/maand
- Gratis proef
- Free Version
- Subscription
Afbeeldingen
Functies
Totaal aantal functies van LiveAgent: 192
- API
- Aanpasbare branding
- Aanpasbare formulieren
- Aanpasbare rapporten
- Aanpasbare sjablonen
- Aanpasbare velden
- Aanstellen (van personeel)
- Accountbeheer
- Activiteiten van werknemers monitoren
- Activiteiten volgen
- Activiteitendashboard
- Afsprakenbeheer
- Agent-interface
- Analyse van klantenservices
- Antispam
- Applicatiebeheer
- Archiveren en retentie
- Auditbeheer
- Audittrail
- Authenticatie in twee stappen
- Automatic call distribution (ACD)
- Automatische leaddistributie
- Autoresponders
- Batchcommunicatie
- Beheer van IT-assets
- Beheer van Service Level Agreements (SLA's)
- Beheer van enquêtes/peilingen
- Beheer van klantervaringen
- Beheer van meerdere kanalen
- Beheer van negatieve feedback
- Beheer van problemen
- Beheer van supporttickets
- Beller-ID
- Bellerprofielen
- Beschikbaarheidsindicator
- Beslissingsondersteuning
- Bestanden delen
- Bestandsbeheer
- Bewaking
- Bewaking van sociale media
- Bijhouden van klachten van klanten
- CMDB
- CRM
- Callcenterbeheer
- Callcenterintegratie
- Campagnebeheer
- Casusbeheer
- Catalogiseren/categoriseren
- Chatten/messaging
- Communicatie via meerdere kanalen
- Communicatiebeheer
- Communitybeheer
- Configureerbare workflow
- Consumentgericht chatten in realtime
- Contactenbeheer
- Contactendatabase
- Contentbeheer
- Controle van oproepen
- Corrigerende en preventieve maatregelen (CAPA)
- Dashboard
- Desktopmeldingen
- Discussies / forums
- Documenten opslaan
- Door gebeurtenissen geactiveerde acties
- E-mailbeheer
- E-maildistributie
- E-mails bijhouden
- E-mailsjablonen
- E-mailwaarschuwingen
- Enquêtes en feedback
- Etikettering
- Externe ondersteuning
- Extraheren van e-mailadressen
- Feedbackbeheer
- Formulierbeheer
- Fraudedetectie
- Gamification
- Geautomatiseerde planning
- Geautomatiseerde routing
- Gegevens importeren en exporteren
- Gegevensmigratie
- Gemengd callcenter
- Geotargeting
- Gestandaardiseerde antwoorden
- Handmatig kiessysteem
- Helpdeskbeheer
- IVR en spraakherkenning
- Inbound callcenter
- Inboxbeheer
- Incidentenbeheer
- Inkoopbeheer
- Integratie van computertelefonie
- Integratie van sociale media
- Integraties van derden
- Interactie bijhouden
- Interactie bijhouden
- Invoer via telefoontoetsen
- Kennisbankbeheer
- Kennisbeheer
- Klachtenbeheer
- Klantenbinding
- Klantendatabase
- Klantenportal
- Klantensegmenten
- Klantgeschiedenis
- Klantprofielen
- Kwaliteitsborging
- Live chatten
- Macro's/reacties via sjablonen
- Mail samenvoegen
- Markeren
- Meerdere gebruikersaccounts
- Meerdere scripts
- Mobiele toegang
- Multi-afdeling/project
- Multi-onderneming
- Multilocatie
- Netwerkcontrole
- Offline formulier
- On-demand opnamen
- Ondersteuningstickets bijhouden
- Online forums
- Op regels gebaseerde workflow
- Op rollen gebaseerde toestemmingen
- Opdrachtenbeheer
- Opmerkingen/notities
- Opnemen
- Oproepen doorsturen
- Oproepen opnemen
- Oproepen rapporteren
- Oproepen routeren
- Oproepregistratie
- Oproepscripts
- Outbound callcenter
- Overdrachten en routering
- Overzichtsrapporten
- Personalisatie
- Planning voor terugbellen
- Prestatiemeetwaarden
- Priorisering
- Proactief chatten
- Problemen bijhouden
- Productiviteitsanalyse
- Projecttijd bijhouden
- Rapportage en analyse
- Rapportage en statistieken
- Realtime analyse
- Realtime chatten
- Realtime controle
- Realtime gegevens
- Realtime meldingen
- Realtime rapportage
- Realtime updates
- Routering
- SSL-beveiliging
- Samenwerkingstools
- Scherm delen
- Sjabloonbeheer
- Slepen en neerzetten
- Softphone
- Status bijhouden
- Stemaanpassing
- Tekst naar spraak
- Tekstbewerking
- Ticketbeheer
- Timer
- Toegangsopties/machtigingen
- Transcripten/chatgeschiedenis
- Tweewegs audio en video
- URL's aanpassen
- Veranderingsbeheer
- Verificatie/authenticatie
- Video-ondersteuning
- Videochat
- VoIP
- VoIP-verbinding
- Voicemail
- Volgen en analyseren van gebruik
- Voor meerdere talen
- WYSIWYG-editor
- Waarschuwingen / Escalatie
- Waarschuwingen/Meldingen
- Wachtrijbeheer
- Webformulieren
- Websitebezoekers bijhouden
- Widgets
- Workflowbeheer
- Workflowconfiguratie
- Zelfserviceportal
- Zoeken in gehele tekst
- Zoeken/filteren
- eCommerce-beheer
Alternatieven
Zendesk
Zoho Desk
Bitrix24
Salesforce Service Cloud
Reviews
Heb je LiveAgent al?
Softwarekopers hebben je hulp nodig! Productreviews helpen anderen om goede beslissingen te nemen.
Schrijf een review!
- Sector: Vrije tijd, reizen en toerisme
- Bedrijfsgrootte: 11-50 werknemers
- Dagelijks 6-12 maanden lang gebruikt
-
Bron van de reviewer
Totaalscore
- Prijs-kwaliteitverhouding
- Gebruiksgemak
- Klantenondersteuning
- Waarschijnlijkheid van aanbeveling 9.0 /10
B2B portfolio management
Beoordeeld op 31-3-2020
I thought it was going to be a more difficult change or that the system was not going to adapt to...
I thought it was going to be a more difficult change or that the system was not going to adapt to our business due to its low cost. Pleasantly I can say that the experience has been very good: the whole organization has quickly acquired it and helps us to work more orderly and with the peace of mind that information is not lost among so many communication channels, since LiveAgent centralizes almost all of them.
Pluspunten
What I like most about LiveAgent is that we didn't lose the personalization that our business requires, on the contrary, we managed to improve it by being more agile with response times by removing the dependence on responses and email forwarding with many people in CC to handle a single sale.
All the actors in the sales process can participate simultaneously if necessary, centralizing and keeping the information available to everyone.
The tagging system of the tickets is very useful when prioritizing, the departments and the assignment allow to order and define who is responsible at each stage.
We can set up our own ticket and contact fields, so we can manage the software as we need to.
Finally, the biggest beneficiary is our client, who receives a better service.
Minpunten
I would like to be able to mention an agent who receives a notification about any comment on the ticket. Anyway, the system has a chat or an internal call that can be made about the tickets and they help a lot when it comes to teamwork.
Antwoord van QualityUnit
Thank you so much for your kind and complex feedback, Federico! I am thrilled to hear that LiveAgent plays a role in the improvement of a way that your business handles customer support! Our software is making sure that no ticket will be missed or skipped and it also allows all the agents to see who is working on which ticket so that agents can easily avoid double-work! We also wanted to make sure that LiveAgent will be affordable for any business regardless of its size! :) Just know that you can always reach us 24/7 via chat on our website! :)
- Sector: Informatietechnologie en -diensten
- Bedrijfsgrootte: 2-10 werknemers
- Dagelijks 2+ jaar lang gebruikt
-
Bron van de reviewer
Totaalscore
- Prijs-kwaliteitverhouding
- Gebruiksgemak
- Klantenondersteuning
- Waarschijnlijkheid van aanbeveling 7.0 /10
Huge platform with many possibilties.
Beoordeeld op 16-4-2021
I have been using LiveAgent for a couple years and find it an excellent choice, you will be able to...
I have been using LiveAgent for a couple years and find it an excellent choice, you will be able to easily keep tabs on clients. If you work with a team it brings many gamification badges and all kinds of professional ticket routing features. It also includes many reporting features which are important to keep tabs on how your team and clients are working. LiveAgent also includes many automation possibilities through both no-code SaaS such as Zapier and their own API/Webhooks and Rules automations.
Pluspunten
I mostly use LiveAgent to keep email tickets for my support contracts. However I can see the huge potential it brings as a full-fledged, omni-channel helpdesk platform. LiveAgent will let you pick and choose which features you use. For example, you can use their live-chat widgets, or you can connect a voice ip line to take calls. It can even handle contact forms. In any case, client information will be readily available for a better support experience.
Minpunten
As functional as the web platform is, they are a bit stagnant on modern working life. For example, logging into two browsers will close the session on one side, and their mobile App on iOS doesn't send notifications if you are AFK on your computer. The app is not very friendly. Knowledge base pricing seems a bit high for what I believe is a very simple feature.
Antwoord van QualityUnit
Hi Alfredo :) thanks a lot for your kind and honest feedback! We are thrilled to have you with us. We want to be the best on the market and our team is taking notes of any suggestions for improvement via chats on our website or via email at [email protected]
- Sector: Detailhandel
- Bedrijfsgrootte: 11-50 werknemers
- Dagelijks 1+ jaar lang gebruikt
-
Bron van de reviewer
Totaalscore
- Prijs-kwaliteitverhouding
- Gebruiksgemak
- Klantenondersteuning
- Waarschijnlijkheid van aanbeveling 8.0 /10
Significant Value for the price
Beoordeeld op 18-2-2020
Pluspunten
Price, Excellent customer support, large amount of features and functionality
Minpunten
While I love the complete control of all the automated systems being programmable, it could use some additional default built in options. Comparing LiveAgent to competitors like ZenDesk is like comparing Linux to Apple. LiveAgent gives you complete control - but you have to set up everything. The other software out there doesn't let you customize, but everything works for you. An in between 'windows' option that allows control for those who want it but is smoother to set up for those who don't want the extra work would be optimal. That said, programs that do it for you tend to cost a lot more, which would defeat LA's primary value, the low cost.
Antwoord van QualityUnit
Dear Ben, thank you for your honest feedback! We really appreciate it! :) The reason why LiveAgent was developed in a way that you have to set the majority of things up is so that it would work for each client exactly how they need. Usually, businesses differ from one to another and that is why we wanted to give everybody a chance to adjust it to their business and needs. You know where to find us should you need anything! :)
- Sector: Informatietechnologie en -diensten
- Bedrijfsgrootte: 11-50 werknemers
- Dagelijks 1-5 maanden lang gebruikt
-
Bron van de reviewer
Totaalscore
- Prijs-kwaliteitverhouding
- Gebruiksgemak
- Klantenondersteuning
- Waarschijnlijkheid van aanbeveling 8.0 /10
Great product for managing client tickets
Beoordeeld op 19-3-2021
It has been a great experience so far in managing client tickets and the best part is that the...
It has been a great experience so far in managing client tickets and the best part is that the platform is highly customisable to suit our companies needs and taste.
Pluspunten
The product is extremely easy to use and the navigation is user friendly. And has all the features required for managing a ticketing system.
Minpunten
It would be great to have time to record features against each ticket. Currently, we have to use another platform (TimeNEye) to do that for us.
- Sector: Computersoftware
- Bedrijfsgrootte: 11-50 werknemers
- Dagelijks 2+ jaar lang gebruikt
-
Bron van de reviewer
Totaalscore
- Prijs-kwaliteitverhouding
- Gebruiksgemak
- Klantenondersteuning
- Waarschijnlijkheid van aanbeveling 9.0 /10
Excellent Experience Overall - I Recommend LiveAgent
Beoordeeld op 8-2-2020
The customer support team for LiveAgent has been excellent, helping work through our needs and how...
The customer support team for LiveAgent has been excellent, helping work through our needs and how LiveAgent can meet those. The application has helped us improve our management support items.
Pluspunten
For day-to-day use, it is very intuitive for our client services team; the interface is visually intuitive, with colour coding that makes easy to see which tickets need attention and when. The automatic rules also offer a large amount of flexibility in managing support tickets and providing the right information to our team.
Minpunten
Some basic features are not yet included; e.g. instead of responding to an individual message, you have to forward that message, and choose all the recipients again. However, I've noticed that new features are available often, and I am confident inconveniences such as this will be resolved with time.
Antwoord van QualityUnit
Hi Jacob,
Thank you for such a nice review. We pride ourselves in making our software feel natural and simple to use and are glad to see the work is paying off. That said, there are always areas where we can improve and will continue to do so to provide the best helpdesk software on the market.
LiveAgent - Veelgestelde vragen
Hieronder zie je enkele veelgestelde vragen over LiveAgent.V. Welke prijsmodellen heeft LiveAgent te bieden?
LiveAgent kent de volgende prijsmodellen:
- Vanaf: US$ 15,00/maand
- Gratis proef: Beschikbaar
V. Wat zijn de typische gebruikers van LiveAgent?
LiveAgent heeft de volgende typische klanten:
Zelfstandig ondernemer, 2-10, 11-50, 51-200, 201-500, 501-1.000, 1.001+
V. Welke talen worden door LiveAgent ondersteund?
LiveAgent ondersteunt de volgende talen:
Arabisch, Chinees, Deens, Duits, Engels, Fins, Frans, Hebreeuws, Hongaars, Indonesisch, Italiaans, Japans, Koreaans, Nederlands, Noors, Oekraïens, Pools, Portugees, Russisch, Spaans, Thai, Tsjechisch, Turks, Zweeds
V. Biedt LiveAgent ondersteuning voor mobiele apparaten?
LiveAgent ondersteunt de volgende apparaten:
Android (mobiel), iPhone (mobiel), iPad (mobiel)
V. Met welke andere apps kan LiveAgent worden geïntegreerd?
LiveAgent kan worden geïntegreerd met de volgende toepassingen:
2Checkout, AWeber, Actinic, Adobe Business Catalyst, BigCommerce, Braintree, CS-Cart, CloudApp, CoreCommerce, Drupal, Facebook, GetResponse, GoDaddy Website Builder, Google Analytics, Help Desk Migration, Highrise, Joomla, Magento Commerce, Mailchimp, Nicereply, OpenCart, Post Affiliate Pro, PrestaShop, ProjectManager.com, SharpSpring, Shift4Shop, Shopify, Slack, Squarespace, Twitter, Volusion, Web.com, WebSimplify, Weebly, Wix, WordPress, X-Cart, Zapier
V. Welke mate van ondersteuning heeft LiveAgent te bieden?
LiveAgent biedt de volgende ondersteuningsopties:
E-mail/helpdesk, Veelgestelde vragen/forum, Kennisbank, Telefonische ondersteuning, 24/7 (contact met medewerker), Chatten
Gerelateerde categorieën
Bekijk alle softwarecategorieën die gevonden zijn voor LiveAgent.
- Customer experience software
- Customer success software
- Portal software
- Social CRM-tools
- Email software
- Issue tracking software
- Klantenservice software
- Callcenter software
- Helpdesk software
- Live chat software
- Contactcenter software
- Servicedesk software
- Knowledge management tools
- IVR-software
- Thuiswerksoftware
- Customer engagement software
