Communicating through voice might be in some cases easier than via live chat or email. Calls are especially popular with non-technical questions such as pre-sale or billing queries that can easily be solved over the phone.
Voice communication in LiveAgent can be used as:
LiveAgent supports the following types of voice communication: phone to phone, i.e. both the client and the agent talk on the phone; phone to computer, i.e. the client calls from the phone and the agent picks up in the LiveAgent panel; a phone call to a smart device, i.e. the client calls from the phone and the agent picks up using the LiveAgent phone application; computer to computer, similar to Skype, thanks to the widget available on the website.
With LiveAgent, you can conduct any type of voice communication in one place. This streamlines the agent’s work and allows you to monitor multiple channels at once.
The advantage of voice communication is that it is more natural than written communication. The human voice is used, so we hear emotions, and it is easier and faster to explain certain things that may be more difficult to describe. In some situations it is also more possible as the person may need to be contacted quickly, but cannot write.
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