5-Star Customer Service + Decreased Ticket Load Thanks To LiveAgent
Too many customer requests can ruin your workflow and overall business direction. Have you ever experienced you spent all of your day dealing with requests and questions about your product/services and didn’t work on important stuff? You are not alone, but you have an option to change that.
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There are usually two problems - it’s either inefficient customer service or missing resources and most of the time, former is the case. Whether it’s slow response, big chat queue or inability to response in time, the result is often decreased customer satisfaction and their loss.
Planning for increased ticket load is nearly impossible, however with correct workflow and advanced help desk software in place, you are about to get maximum out of your capacity. With advanced rules, distribution and departments set up inside LiveAgent, you are prepared better than most of the businesses.
One software for multiple benefits
Focus on important
Instead of communicating with audience all day, focus on what brings business home
Even when customers have problem, they appreciate if it goes away quickly
Higher ticket load means more stress for your support reps and that doesn’t help to anyone
Having effective and renowned customer service means something nowadays
Word of mouth
Customer love to share their experience with businesses, make them talk about positives
Take a look on how LiveAgent looks inside.
The Left navigation panel lets you quickly navigate across the chat dashboard. You can check all active chats, availability per agent or access settings of chat buttons.
After Live Chat is initiated, you can see details of the customer chatting with you, like the page where chat was initiated, IP address, or previous communication.
Thanks to our real-time typing view you are able to see what customer type even before they click "send". You can prepare your answers and amaze them with lightning-speed service.
Use departments and tags for segmentation and distribution and assignment of tickets.
Use the extended customer information view to quickly gather information about the customer you are communicating with and access multiple integrations with other apps.
Ticket thread lets you see all communication with a customer even if it started from a different channel like chat and continued with email.
Quick Action Buttons help you easily transfer and postpone tickets as well as add notes, and other actions.
Similar to live chat overview, call center offers left panel that will help you navigate inside dashboard in 1 click.
Call history offers list of all incoming and outgoing calls from LiveAgent with full-text search.
Action button lets you open a specific call ticket so you can access call recordings and the whole ticket thread.
Reports are a popular part of LiveAgent. They help you to see department statistics, so you can get a quick overview of what's happening in your helpdesk.
Inside the dashboard, you can see your online/offline agents and even initiate an internal chat with them!
With Personal statistics you can see performance your own individual metrics like time logged in or tickets answered.
Leaderboards are a part of gamification. They make daily work more fun and help to push performance of individual agents as they can compare their performance.
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