LiveAgent is a comprehensive, multi-channel customer support and helpdesk software designed to streamline and enhance customer service operations. Here’s a detailed overview of what the product does and its key features:
What LiveAgent Does
LiveAgent serves as an all-in-one customer support platform, allowing businesses to manage various communication channels from a single dashboard. It integrates emails, live chats, phone calls, social media interactions, and customer inquiries into a unified system, making it easier for support teams to provide efficient and effective customer service.
Key Features and Functionality
Multi-Channel Support
LiveAgent enables businesses to communicate with customers across multiple channels, including email, live chat, phone calls, social media (Facebook, Twitter, Instagram, Viber, WhatsApp), and messaging apps. This omnichannel approach ensures that customer inquiries are handled seamlessly regardless of the channel they originate from.
Advanced Ticketing System
The platform features a robust ticketing system that manages all customer service channels from one dashboard. It supports automated ticket distribution, callback and call routing, email notifications, and IVR (Interactive Voice Response). The system also includes an option to split tickets, allowing support teams to handle complex customer inquiries by duplicating and assigning different issues to suitable agents or departments.
Live Chat and Real-Time Messaging
LiveAgent offers fast and reliable live chat with features such as real-time typing view, proactive chat invitations, and chat routing. It also supports canned messages, which are predefined responses to common user queries, helping agents streamline their workflow and reduce response times.
Visitor Tracking and Analytics
The platform includes a website visitor tracking feature that provides insights into visitor activities, such as the URLs they visit. This information helps in improving the customer support experience. Additionally, LiveAgent offers extensive analytics and reporting capabilities, including usage statistics, performance reports, customer satisfaction ratings, and customizable reports. The analytics dashboard allows users to monitor all incoming and outgoing messages, chats, and calls, and apply various filtering options to gain deeper insights.
Automation and Productivity Tools
LiveAgent is equipped with numerous automation features, such as automated workflows using SLA rules, time, and action. These tools help in improving customer support quality, saving time, and enhancing agent productivity. The platform also includes a self-service portal with predefined answers to help solve simple issues efficiently.
Reporting and Insights
The platform provides a range of insightful and data-driven reports that summarize business aspects like response times, resolution rates, and customer satisfaction levels. These reports enable businesses to make informed decisions and drive profits by improving user experience and customer retention.
Special Features for Startups
LiveAgent offers a special deal for startups, including six months of the Large plan for free and an additional six months at 50% off. This package is designed to help startups improve response times, provide multiple communication options, and enhance customer satisfaction from the early stages of their business.
In summary, LiveAgent is a powerful and versatile customer support solution that combines advanced ticketing, live chat, real-time messaging, analytics, and automation tools to help businesses deliver exceptional customer service and drive business success.