Support request

What is a support request?

A support request is a query from a customer or a visitor of your website asking a question relevant to your business, product or service. Support request usually consists of a subject and body, sometimes additional categorization can be present.

A support request can be submitted directly as an email sent to your support email address (e.g. support@liveagent.com), or through a contact form widget embedded at your website. A facebook message or a call can be also considered a support request but technically speaking the term support request is mostly associated with questions submitted electronically.

Frequently asked questions

What is meant by a support request?

A support request is an inquiry from a customer or visitor to your company's website with a question about your business, service or product. You can send them through available communication channels. 

 

Who is responsible for handling support requests?

The agents responsible for customer service are responsible for handling support requests. Their task is to help solve the problem and provide specific support to the person submitting the report.

 

Where in LiveAgent can you access all support requests?

In LiveAgent, access to all support requests can be found in the Tickets tab. Some agents may have limited access and only see the tickets they are assigned to, and the administrator and owner can see all tickets.

 

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Expert note

Creating a proactive and efficient support request management system is crucial for any successful business; it can improve customer satisfaction, loyalty, and reduce operational costs.

Andrej Saxon
Andrej Saxon
Sales manager
A help center (also called Knowledgebase/Customer portal) is a website that's designed by the company to help customers with the problems they are facing.

Help center

The given text provides information on LiveAgent, a customer service software that offers various features and integrations. The text also includes sales contacts and details on how to subscribe to their newsletter. The company emphasizes their dedication to quality and highlights their terms and conditions, security policy, and GDPR compliance. The text also notes that they use cookies on their website.

In-app support is provided by a help button placed in the app. For further help a support agent is contacted and a ticket is created.

In-app support

In-app support is crucial for efficient customer service as more users are accessing the internet via their mobile devices. It's important for customer service to be visually appealing and intuitive. Ideally, customers should receive immediate support within the application and not be transferred to other messaging platforms. Sending clients to email or phone options should be avoided. Call center software, helpdesk support, and chat support are essential tools for businesses looking to provide excellent customer service. The benefits of using them include improved productivity, transparency, scalability, and customer satisfaction.

Provide excellent online support to your customers and web visitors through a variety of channels and improve the success rate of your business.

Online support

Online support has become an essential aspect of customer service for all businesses, with countless advantages impacting customer satisfaction and affecting a company's long-term success and profitability. Offering online support means delivering customer service digitally through multiple channels such as email, live chat, social media platforms, messaging apps, etc. Gathering feedback, being proactive, and utilizing technology to improve support are all important. Companies need to avoid long response times, lack of personalization and empathy, insufficient training, ignoring customer feedback, and lack of monitoring and measurement. Online support provides convenience because it allows customers to access help at any time of the day, from anywhere, using channels they prefer.

LiveAgent integrates all above mentioned support channels in one app. LiveAgent is a multi-channel helpdesk so it integrates all above channels.

Support channel

Social support is the provision of customer service on social media platforms like Facebook and Twitter, crucial for brands targeting millennials. LiveAgent enables integration with these platforms, automatically transforming tweets and messages into tickets for agents to respond to. Social support is important for building a company's image and ensuring customer satisfaction. Frequently asked questions include the definition of social support, its importance for businesses, and LiveAgent's capability to provide social support. Additional resources are available for social media help desk features, providing social media customer service, social support benchmarks, and social media customer service software.

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