LiveAgent is multi-channel help-desk solution for businesses of all sizes and industries. It combines an all-in-one support ticket system with customer portals, universal inboxes, and built-in live chat software. With LiveAgent your organization will be in a better position to provide faster, more organized customer support.
From LiveAgent’s streamlined user interface, agents are able to respond to chats, Facebook posts, incoming emails, phone calls and private messages 24/7. Tweets can also be monitored, which mention specific keywords or brand names. LiveAgent is fully customizable, with no HTML coding required.
Automatic ticket distribution guarantees that all support agents have an optimal load to work with. Higher performing agents can be given more work, and lower performing agents are not given too much work; everyone has the correct amount of work they are able to handle.
The software can also be customized to define how many chats, tickets, and phone calls individual support agents are to receive in a specified time-period. LiveAgent takes these rules into account when automating phone duties and routing tickets. LiveAgent will distribute tickets equally across your team. Tickets can also be assigned to specific agents based on ticket parameters, similar events or topics.
Built-in Live Chat
LiveAgent is different than most other support services in that it has developed its own built-in chat solution, rather than having to rely on third party chat integration. The ability to chat live with customers in real-time is a key feature of LiveAgent’s platform.
A live chat feature on a website provides a huge convenience to customers. Subsequently, it can also increase leads and sales because it provides customers with immediate access to answers just before they decide whether to make a purchase. Live chat is also a great way to save telephone support costs and it enables agents to support more customers at the same time, as multiple chats can be run simultaneously.
A key feature of LiveAgent is the ability to view detailed analytics. From the Reports tab, agents are able to locate all kinds of data, from usage statistics and performance reports, through to outgoing messages, chats, and calls and customer satisfaction ratings.
By using LiveAgent’s analytics you can improve the service your support team provides to clients and customers. Reports are able to be quickly filtered by channel, tag, or agent. This allows you to view information, such as which employees has the highest overall performance rating etc.
LiveAgent is a highly functional solution that has an array of tools to help your business to stay organized and provide consistent customer support responses. With the ability to automatically transform all incoming communications into tickets, and the built in live chat feature, you can see why businesses from many industries are turning to LiveAgent as their support service of choice.