IVR Example

Let your customers enter a prompt and direct them to the correct department so they get appropriate help instantly.

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Usage examples

LiveAgent gives you endless possibilities to provide a seamless customer experience over email, chat and phone. Now, with a built in call center.

There are numerous use cases for call center software. For example you can nonnect your Sales Reps with customers via streamlined communication consisting of chats, tickets, calls or social media interaction. And there are others…

Call center departments

Let your customers enter a prompt and direct them to the correct department so they get appropriate help instantly.

Language options

Fetch the name of your customer from your CRM and have LiveAgent generate an automatic greeting message with API.

Product focused

Connect the customers with support for the specific product of yours and avoid usual switchover between lines.

After-hour

Connecting after business hours is great way to serve the customers with information what they need and when they need them.

Benefits of IVR

Auto transfers + unlimited choices

Increases first contact resolution

Increases customer satisfaction

Saves money and time of agents

Example of department transfers

See an IVR tree with two available department choices below. Customer can either choose Sales department or Technical department (choice).

Hello, you’ve reached [Company Name]. Please choose from the following menu options:

To speak with a Sales representative, press 1.
For technical support, press 2.

This saves customer’s and company representative’s time. No extra transfers are needed, when a customers reaches the right department immediately.

Record a custom sound for each automatic department transfer (play).
Add music that is being played before a representative answer the call (online/play).
If there is not an available agent, a customer can leave a voicemail (offline/voicemail).

start:
- choice:
1:
name: Sales department
play: http://www.example.com/sound-sales.mp3
do:
- transfer:
to: salesDep
if:
online:
- play: http://www.example.com/welcome.mp3
- ring
offline:
play: http://www.example.com/voicemail.mp3
- voicemail
2:
name: Technical department
play: http://www.example.com/welcome.mp3
do:

- transfer:
to: techDep
if:
online:
- ring
offline:
play: http://www.example.com/voicemail.mp3
- voicemail

Reasons why companies made a switch to LiveAgent

“It’s so rich in functions and beat my 5-year zendesk subscription. So I switched. Very good value for me as small business owner.” Albert

I first tried out Zendesk but after hours of configuration and understanding the price model i realized that it was not for me. Instead I started using LiveAgent and must say I’m so far very satisfied. The system got exactly the right amount of configuration that I want and I have not yet found something that is not possible to do. The support itself is great and usually answer your questions in a couple of minutes.” Erik

“We moved to LiveAgent from ZenDesk… and wouldn’t go back… It’s amazingly affordable pricing and always helpful support team who are their to help us 24×7. Secondly, the advanced level of automation which has literally replaced our need for Zapier as there’s good amount of integrations. Plus they also give so many alias emails to connect that too very easily.” Aaron

“We and our clients were constantly having trouble with ZenDesk, but after looking at different options, we chose LiveAgent based on user reviews and its price.” Adam

“I used ZenDesk for years and I was tired of these “ticket-style” emails and that I can’t attach files to my emails, only send links. What I like in LiveAgent: it sends emails (not tickets), I can attach files, organize the flow of emails easier than in ZenDesk, can chat and manage emails from the same window. Also, LiveAgent supports spreadsheets in its emails and has a great support team.” Vlad

“We switched to this system after many years of using ZenDesk. The functionality is awesome: contact forms, live chat, databases, integration with social networks – all in one service and all these modules are well thought out and competently interact with each other. I liked that the service works stably even on mobile platforms (after ZenDesk this is a huge plus for us).” Olga

“Tried various solutions including Zendesk, Freshdesk and more. Then found LiveAgent. Great tool, good value for money, ease to use, great support and help to implement. And now, after several years of use, it is still the best choice for support tool that we could have done.” Michal

“I have used many other help desk system before such as LiveZilla, Zopim, Zendesk, Freshdesk, Desk.com, and etc. LiveAgent has beaten them in every way due to its pricing, features, customer support, and mobile features.” Harrison

Pay $0 for using our call center software

Call center is included in our All-Inclusive plan and you don’t pay anything extra. Still not convinced? Compare us with other alternatives.

Helpdesk alternatives

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