Help desk contacts store essential information about your customers, including their name, email, phone number, and other personal information. In addition, help desk software like LiveAgent enables you to create custom contact fields to store unique information about your contacts, such as their shoe size or car model.
LiveAgent’s contacts feature can store the following information about your customers:
To create a new contact, simply click on the orange Create button. To view/add/edit existing contact information, click on the desired contact and fill in/adjust the necessary information.
6. Set a code name for your custom contact field. This could be something like “hair_color” or “country.” Please note that the code can only contain lowercase letters, numbers, hyphens, or underscores. No spaces are allowed.
7. Name your custom contact field. This time you can name it “Hair color” or “Country” without any formatting restrictions.
8. Click on Type and select the input option that suits you best. You can choose from a textbox input, list box, checkbox, checkbox group, or postal address.
9. Optional: Click on the description and set a description for the custom contact field. The description can provide additional information regarding the contact field for you and your staff.
10. Click on Visibility and select whether you want the custom contact field to be visible whenever you create a contact.
11. Click on Create
Alternatively, you can also create a unique contact field directly in your contacts. To do so, please:
6. Follow steps 6-11 from the instructions above.
7. Please note that if you don’t choose “Always visible” in step 10, you will have to click on “Add field” to see/select the contact field you created in the future.
Creating thorough contact cards can help your agents provide better service for your customers. The more information you collect, the easier it will be to provide knowledgeable and relevant answers to customer questions.
For example, let’s say you work in the automotive industry. A potential customer has been interested in a Mercedes AMG but is still on the fence about making a purchase. If you record this information on their contact card, including any extra specifications in the notes section, you will be able to leverage them in the future.
The next time they contact you, you can impress them by remembering the model and brand of car they were interested in. They won’t have to repeat their wants and needs, which most customers consider poor customer service.
Create rich customer profiles for free
Save all the essential info about your customers directly inside your help desk for free. Try it today. No credit card required.Start free 14-day trial
Filling out contact cards can also help you personalize your sales, marketing, and support efforts. For example, let’s say a potential customer contacts you via email. They have a question about a particular pair of shoes, namely their price.
The potential buyer wants to know if there’s a discount and if there will be one in the future. By recording this information on their contact card, you’ll be able to reach out to them proactively once the product goes on sale. You could do this by postponing the ticket inside your ticketing system until the sale is live.
You could go a step further and even check their shoe size in their contact card. Then you could reach out to the customer and say that the product they’ve had an eye on for a few weeks is finally on sale, and you have a pair in their size. This type of customer service is what customers desire –going the extra mile, as stated by Shep Hyken, the customer service legend. What’s more, you can be sure that you’ll gain a loyal customer and brand advocate after this type of interaction.
By creating exceptional customer experiences with personalized and knowledgeable service, you’ll keep your customers satisfied with your company. Keeping them happy can lead to long-term relationships and provide additional advantages such as favorable reviews, brand advocacy, and repeat purchases.
It’s a pleasure to have a great portal that improves our customer service.
LiveAgent empowers our agents to provide better, faster, and more accurate support.
LiveAgent helped us to achieve 2 important goals: increase customer satisfaction and sales.
We have been using LiveAgent since August and we are really satisfied with it.
Since we are using LiveAgent our response time increased by 60%.
Our paid customer conversion rate went up 325% the first month we've set up and actively started using LiveAgent.
I have to say, I have never experienced such a professional customer approach.
The Workplace Depot
We find LiveAgent to be the best live chat solution by far.
We use LiveAgent on all of our ecommerce websites. The tool is easy to use and improves our productivity.
With LiveAgent we’re able to give our customers support wherever they are.
I can recommend LiveAgent to anyone interested in making their customer service better and more effective.
I'm sure we would spend 90% of our day sorting through emails if we didn't have LiveAgent.
All British Casino
With LiveAgent we are able to keep our players happy by offering more efficient support resulting in higher return rates.
LiveAgent is reliable, reasonably priced, and simply a great choice for any fast-paced online business!
We like it because it is easy to use and offers great functionality, such as useful reporting features.
We love LiveAgent - it makes supporting our customers easy.
We like to offer our customers the best support experience. That’s why we chose LiveAgent.
From setup to ongoing support and everything else in between, the team at LiveAgent continues to impress.
LiveAgent saves us hundreds of precious minutes every day by making customer service clear and in order.
Unlimited agents, email, social media, and phone integration. All that for less than we were paying with our previous provider.
We’ve been using LiveAgent since 2013. We can't imagine working without it.
It's a cost-effective solution that can help you with a large amount of support requests via different channels.
Antalya Consulting Language Center
Answering emails from Outlook was so hard to manage. With LiveAgent we're sure every email is answered in time.
LiveAgent is so awesome. With very little time and effort I had it up and running smoothly in a few...
Timothy G. Keys
I highly recommend the LiveAgent product, not only as a Kayako alternative but a much better solution with added value.
The support team always responded promptly with quick to implement solutions.
It helps us categorize the nature of the tickets and statistically track what our clients need most.
We see LiveAgent as a great tool for communicating with customers.
LiveAgent sped up our communication with our customers and gave us an option to chat with them as well.
Simply put - LiveAgent beats everything out there at this, or even higher, price-points.
The more satisfied your customers are with your service and marketing efforts, the more purchases they make. They also bring in new customers by recommending your business and sharing their positive experiences with friends and family. If you keep providing exceptional customer experiences, you’ll create a beautiful cycle of happy, loyal customers bringing in new customers that keep generating new revenue.
Want to learn more about help desk contacts? Check out our knowledge base, academy, and blog that cover all there is to know.
Discover just how easy it is to provide knowledgeable and personalized service with help desk contact cards. Try it today for free with our free 14-day trial. No credit card is required.
Be the first to receive exclusive offers and the latest news on our products and services directly in your inbox.
We appreciate your recent sign up for a LiveAgent.
A message will be sent to your email address containing login details, right after your account is installed.
If you wait for a while, after installation is complete you will be able to access your account directly from here.
After the process is over, we will send the login details to your mailbox.
We’re available on multiple dates