SumeetQ: LiveAgent is one of my best investment on AppSumo so far.
I wished they provide stacking this time else most of the sumolings will get disappointed. We've tried and tested almost every chat and support tool under the sky, intensively & extensively and then switched from Zendesk to LiveAgent.
Their support is incredibly amazing and always there to help!
Long Live, Live Agent!!
Now all I need is a serious and specific answer(s) from the creators/founders to following significant questions which are critical to our and many others' businesses?
1. When or an ETA of shipping the following 10-15 bare essential features which we're multi tab (at least same browser), hyperlink canned response, improved Android app & UI (which looks like 90s) are a few one.
2. Why aren't your providing a customisable or pre-set ticket ids as your alphanumeric illogical ticket ids created by live Agent is really impossible for us awa Clients to remember & recall.
3. Any possibility of native integration with, Feedier, Callpage & Novocall which are AppSumo deals?
Mr. Olman you should bring up some kind of synergy in past & upcoming deals by recommending the creators to come-up with native integrations. It'll further encourage sumolings to stick to AS deals and increase revenue of all the tool creators.
3. When this architecture issue will be completely fixed for once and all?
4. Can we have direct telephony integrations instead of VoIP?
5. When can we have multichannel integrations as available in Crisp where the user can continue the conversation on Fb, Twitter, Email etc.
6. Any possibility of Whatsapp integration as available in Adsoup (AS deal)?
7. Any ETA for availability of bots and calendar/scheduling widget inside the chat?
8. Any ETA of bottom typebox in chat widget on mobile browser which is totally weird on LiveAgent?
9. We, the sumolings, are very much disappointed by non availability of any public roadmap. Whereas other creators feeling pride and privilege in sharing with others and seeking upvotes and feedback you people have that very opaque without any guarantee or proof of shipment of desired features.
I hope you'll seriously take time and efforts in not only answering my questions at length but also working the constructive feedback I and RTIwala team have shared over here and with your team so far...
MarketingPlayer
May 14, 2024A: Hi Sumeet,
how are you? Nice to see you around.
Thanks for the feedback, we are well aware of your efforts to help us craft better product.
I will try to be as honest as possible, not promise anything we cannot do and explain our situation in details.
First of all, we are product that is being around for some time and we belong to Help Desk category compared to some conversational marketing tools like Intercom that are focusing on bit different approach and compared to us offers outbound feature for sales & lead generation. We are focusing mostly on inbound customer service and efficiency of working with tickets. For the bucks we offer on our monthly plan, you won't find more advanced ticketing solution out there, we have tried them all.
That should explain why we might not have all the features people are asking for.
For the "bare essential features" it varies. Multi-tab will never be allowed, it is easy vulnerability and also allows concurrent login we don't want. Hyperlink canned response. I cannot see that in our development suggestions, did you report it to our support? We have around 10 other suggestions to canned responses, but can't find this. That means what is important for you, might not be important for tens of thousands other customers. We are trying our best to please everybody, but sometimes it's hard. Also the randomly generated IDs were never problem for our customers, why do you need to remember them please?
Integrations - After first AppSumo deal we realized we need to focus more on them, because they are very beneficial for customers and overall acquisition. We have finished Instagram which is launched in next version, we are working on screen sharing too. WhatsApp will be done by same developer as Instagram and is planned on Q4 2019. AppSumo tries to connect vendors, but both vendors need to have interest in the integration, so it's mostly our work. We are aware of all the 3 requests you have.
Mobile apps are different story and we come to most important point of this answer and that is your point 3 and that is rebuilding a LiveAgent's core.
At one point we realized that adding new integrations and features require too many cross-parts to work with each other the way it is right now. It means there were often small bugs after releasing new features that took our development time, so we decided that we will rebuild it, so in the future, our job is more easy. Even thought we are bigger company than most of the providers here, we still need to calculate everything so we can provide the service.
Therefore we couldn't afford to continue developing some things like mobile apps and working with our old API, because they would be thrown away later. Therefore things like new design or mobile apps will be used in the new version of LiveAgent and we have a lot of great designs ready.
Even though we cannot provide exact ETA for such robust rebuild, we hope you understand us.
~Matej
Hello Matej,
Thanks a lot for the detailed reply.
Didn't I say earlier that I'm in love with LiveAgent and its Team?
If you people have provided the stacking this time then I'll be proven as the biggest hoarder or code stacker. But no worries quite soon we'll scale to 5 seats.
With that said, we have got a few chat tool LTDs but we're in dire need of Ticket Support tool therefore tried and tested all but there's nothing like LiveAgent and we wish to get improve it further by having a custom ticket number, UI and UX (as app marketplace may be tough) and Send a pending option of Zendesk. Whereas the Mobileapp similar to either HelpScout or Freshdesk.
We'll be very happy if you'd replace the standard and universal shortkey Ctrl+K for hyperlink as in LA it opens the canned response which is totally weird.
Secondly, you've not spoken about Public Roadmap, it'll overall help you, people, where the users can comment and upvote/downvote the features.
LiveAgent has all the potential to be Zendesk/Freshdesk slayer.
Last but not least, native integration will with WooCommerce win the hearts of 1000s of users.
Hi Sumeet,
you definitely said that and we are very pleased :) We also like Sumo-lings like you, who basically became our brand ambassadors, not just users of our product.
The reason why I skipped public roundmap was because I ran out of characters for my answer :)
The reason we stopped using public roundmap is that it forced us to do some things, when other things by our customer came out as a problem. We have always wanted to make sure our current customers are satisfied, therefore we have adjusted this roundmaps accordingly and we sometimes couldn't stick to a planned tasks.
We have out internal system when the requests are commented with customers who requested that particular feature. By that we are prioritizing next two Qs with Sprints and latest issues found during the period of development.
I have written down all your feedback, I will discuss this and everything we will collect do discuss how can we use it so you are even more satisfied.
I would be very happy if you keep in touch with our team.
~Matej