Help desk agents are customer support representatives. They provide technical assistance and answer any questions that potential and existing customers may have about your business, products, or services.
Help desk agents can have different roles based on their industry and the business they represent. However, the common denominator is that help desk agents offer assistance via email, live chat, the phone, and often on social media and in person. They usually resolve issues related to:
Some help desk agents also prepare knowledge base articles and technical guides that explain how to set up, troubleshoot, and use the products/services their company is selling.
To invite agents to your help desk, you need to be the owner or administrator of your LiveAgent account. Please note that agents cannot add/invite other agents into the ticketing software.
Once you click the Create button, the agent will receive an email invitation to your help desk that will contain their automatically generated login credentials.
LiveAgent help desk software enables you to invite an unlimited number of help desk users into your account. However, please note that adding new agents to your help desk will increase your monthly subscription price unless you’re using a free LiveAgent account.
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5. A confirmation message will pop up. Confirm your choice by clicking on the orange Delete agent button.
Agents can take care of all the customer requests, answer chats, phone calls, and messages from all other channels that are connected with your help desk software. They also have the option to manage knowledge base articles.
They do not, however, have access to configuration options or reporting/analytics dashboards. Agents can only access their work reports.
To edit their profile and preferences, agents simply need to click on their avatar/profile picture in the upper right-hand corner of the screen and click on Edit profile.
Unless you’re a tiny business or a solopreneur, it’s advisable to add agents to your help desk account so you can start answering customer emails, calls, and chats on time. Doing everything on your own can be overwhelming, especially if you have tons of tickets coming in every day.
We offer concierge migration services from most of the popular help desk solutions.
Customer service agents need to be excellent written and verbal communicators. They need to have active listening skills, empathy, and thorough knowledge of your products and services. In addition to that, they should be:
To learn more about customer service agents and the skills they need to master, check out our knowledge base, blog, academy, and glossary.
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A message will be sent to your email address containing login details, right after your account is installed.
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