What are business rules?
Avoid customer representative dissatisfaction from doing the really boring work. Let some processes to run automatically. Set up business rules in your help desk. Rules help you to make preordained actions in software. Set up conditions and when they met, an action is made. Business rules are often used to transfer a ticket, change ticket priority, send answer, change SLA level, add or remove tags and much more. They save time and bring many benefits. They help agents to stay concentrated.
Learn more about Rules in LiveAgent.
Frequently asked questions
What are business rules?
Business rules contain detailed instructions on how to perform daily tasks. You can also create rules in the LiveAgent panel. Thanks to this, you will have the possibility of more automated activities. Business rules are usually used to send a ticket, remove or add tags, as well as change the SLA level.
How to create business rules?
To create business rules in your panel, you must go to ‘Configuration’. Then select the ‘Automation’ and ‘Time Rules’ tabs. Thanks to the rules, you can define what kind of tickets should go to specific departments, what tags are to be matched with them, and when the system is to mark tickets as spam.
Why are business rules important?
Business rules are important because they support work automation even more, so that agents do not have to perform unnecessary work and are more effective. Effective rules also help give guidance on how the work should be conducted.
Expert note
Business rules provide structure, guidance, and consistency for a company's success. They automate processes and improve efficiency, ultimately leading to better customer satisfaction.
LiveAgent offers various solutions for businesses, including ticketing systems, chat distribution, and email notifications at a starting price of $11 per month. OneDesk provides similar ticketing tools and automation features, but their interface may take some getting used to. LiveAgent also offers a free 14-day trial and one-on-one demos to showcase their benefits. Contact forms and live chat are available but require cookies to be accepted. Quality Unit, LLC owns LiveAgent, and their website uses cookies.
LiveAgent offers automatic chat distribution to improve agent efficiency. There are multiple routing options, including random assignment and prioritizing agents with previous communication. Other features include chat history, proactive invitations, and online visitor information. Businesses can try LiveAgent for free with its 14-day trial.
LiveAgent offers various features for businesses to track and improve their customer support performance. This includes agent ranking, agent reports, and channel reports. The platform also offers a comprehensive glossary and resources on customer service benchmarks and email management. A free trial is available, and LiveAgent integrates with other project management and help desk software. Overall, LiveAgent can improve customer support and sales for businesses.
Helpdesk software for Banking industry
LiveAgent is a help desk software recommended for banking and insurance industries. It offers a 14-day free trial with no setup fee and 24/7 customer service. The software can increase advocacy, improve response times and reduce ticket volume. It contains a knowledge base and automated ticket routing. LiveAgent also invests in providing customers with class-leading help desk.