Product Overview of LiveAgent
LiveAgent is a comprehensive, multi-channel customer support and helpdesk software designed to enhance customer service experiences through various communication channels. Here’s a detailed look at what LiveAgent does and its key features:
What LiveAgent Does
LiveAgent serves as a unified platform for managing customer support across multiple channels, including email, live chat, phone calls, social media, and messaging apps. It is tailored to help businesses of all sizes, from startups to large enterprises, in providing efficient, personalized, and multilingual customer service.
Key Features and Functionality
Multi-Channel Support
LiveAgent allows businesses to communicate with customers through multiple channels such as email, live chat, phone calls, Facebook Messenger, Viber, WhatsApp, and other social media platforms. This omnichannel approach ensures seamless customer interactions regardless of the channel they choose.
Ticket Management
The software features a universal inbox where support agents can manage tickets from all channels in one place. Tickets can be auto-routed, assigned to specific agents or departments, and transferred between owners. The system also supports split tickets, enabling the efficient handling of complex customer inquiries by duplicating and assigning different issues to suitable agents or departments.
Live Chat and Real-Time Messaging
LiveAgent offers robust live chat capabilities, including proactive chat invitations, chat routing, and real-time typing views. It also supports canned messages, which are predefined responses to common user queries, streamlining the support process and reducing the time agents spend on repetitive answers.
Visitor Tracking and Analytics
The platform includes a website visitor tracking feature that provides insights into visitor behavior, such as the URLs they visit, helping to improve the customer support experience. Additionally, LiveAgent offers extensive analytics and reporting capabilities, including usage statistics, performance reports, customer satisfaction ratings, and customizable reports. These tools help businesses make data-driven decisions and optimize their customer service strategies.
Automation and Productivity
LiveAgent is equipped with over 180 features to improve customer support quality, including automated ticket distribution, callback and call routing, email notifications, and IVR. The software also allows for the automation of agent workflows using SLA rules, time, and action settings, significantly saving time and enhancing productivity.
Self-Service Portal
The platform includes a self-service portal with a knowledge base, enabling customers to find answers to common questions on their own. This feature helps in reducing the workload on support agents and improving customer satisfaction.
Integration and Customization
LiveAgent integrates with over 190 other useful software tools, enhancing its functionality and allowing businesses to tailor the platform to their specific needs. It also supports multiple departments, API keys, and customizable email templates.
Pricing and Plans
LiveAgent offers a range of pricing plans, including a free plan with basic features, as well as paid plans starting at $9 per month per agent (billed annually). The paid plans provide more advanced features, such as indefinite ticket history, multiple live chat buttons, and extensive reporting capabilities.
Support and Onboarding
LiveAgent provides 24/7 technical support via phone, live chat, and email, along with a comprehensive online support portal that includes a knowledge base, video tutorials, and a live status page to ensure continuous service.
In summary, LiveAgent is a powerful customer support platform that combines multi-channel communication, advanced ticket management, real-time analytics, and automation features to help businesses deliver exceptional customer service and drive business growth.