LiveAgent keeps its Leader status (G2 Summer Report)

Summer is time of vacations, garden barbeques and family celebrations. Society is generally more relaxed, people tend to enjoy the long days they can spend together with the ones, who matter the most to them, so they can create memorable moments. We also prefer to spend the time with the ones, who are the most precious to us – our customers, who are in the center of our attention. Thanks to this approach we managed to achieve yet another trophy, which we are really proud of – a Leader status on review portal G2 Crowd.

Why it matters to us

The purpose of receiving an award isn’t to boost our ego, at least not here in LiveAgent. G2 Crowd does a great job of collecting qualitative reviews that are based on real people with real experience. We believe that leaving a testimonial is a sign of trust between our company and our customer and our #1 rank among Help Desk Software proves their satisfaction.

In 2018 when technology evolves faster and faster, we still feel that customer support is underestimated in comparison to other customer acquisition and retention tactics. We can’t stress enough the importance of providing the support, whether it is through live chat, ticketing system, knowledge base or call center.

Being customer-focused

It might really sound like an cliche you read on every other blog, but what does being customer-focused mean? We often suggest to meet the basics:

Ability to be contacted when customers need it.
Ability to meet certain SLAs, but not get overwhelmed by them.
Ability to communicate with any type of customer character.
Providing solid KB to reduce both yours and customers time.
Knowledge of the product by all customer reps to prove your expertise.
Removing any obstacles that happens to customer while exploring your offerings.

Even when our feature list gets bigger each month and contains a lot of them, all of them are trying to meet the basics listed above. Being customer-focused for us also means that we are responsible for support of our customer’s service and that is why we proud of getting this award.

We would like to say big THANKS to all of you – those who are growing their business with LiveAgent.

More personal approach

As previously mentioned, our customers are the beating heart of our operations and we want to provide them excellent 24/7 support throughout the whole year. We put a lot of effort to have a more personal approach with them. We believe that informal relation is a win-win situation for both sides and can bring fruitful results. The impact of this decision was, that our customer support representatives obtained a 95% satisfaction rate from all of you.

Benefits for our customer

LiveAgent was known among the community for many years thanks to its great performance ratio, which our customers can find while using it. Several weeks ago we decided to increase it even more while adding new features and also providing a very affordable solution for almost any company – let it be a start-up, SMBs or enterprises.

But our solutions is not about us, it’s about our customers, so if you haven’t had a chance to try out LiveAgent, give it a free try.

Share this article

Andrej Csizmadia

Growth Marketer

Andy is Growth Marketer at LiveAgent. Previously, he studied International Relations and Business Diplomacy and was active as a volunteer in the world's largest student run organization, AIESEC. Running, music and reading books are his favourite free-time activities.