Internal calls feature provides you the opportunity to switch internal chat for a much more convenient way of communicating with your colleagues, voice chat. A feature directly built into the LiveAgent with the rest of the call center enables you to quickly solve any issues you might face or get the right answer in a very short time. Creating an internal call is a very easy task.
Simply click on the plus button in the top corner and select “New internal call” from the list of options.
This will open a new part of LiveAgent, where you can select the person you would like to speak with. Clicking on the call button will immediately open a new ticket with its own ID and an interface similar to the rest of the LiveAgent.
Similar to the internal chat, you have the opportunity to insert a note containing Ticket ID (which is clickable and will direct you to that ticket).
In case you need help with a specific ticket or customer’s request, you can also initiate the internal call directly from the interface of that ticket. Clicking on the 3 dots will show you the list of available options and the internal call is part of them. The process to start a call is the same as with the previous method. Select your preferred colleague and hit the call button.
Feeling stuck? Hit up a colleague
LiveAgent enables you to call your online colleagues for free, without the need for any third-party software. Try it today. No credit card required.
IVR (Interactive Voice Response)
The Interactive Voice Response (IVR) system enables callers to navigate a phone system before speaking to a customer support representative, play custom recordings, and execute actions like routing the caller to the correct agent or department. It can be set up separately for each number through a YAML script in LiveAgent and involves 3 mandatory sections: online, queue, and offline. IVR examples are available, and all recordings needed have to be added to LiveAgent accounts. Other features offered by LiveAgent include integrated customer support through various channels and safety measures like SSL.
LiveAgent offers multiple call handling options for agents, including headsets, web browsers, mobile apps, and hardware phones. All major phone brands are supported. The platform also provides knowledge base resources and a free trial for their SIP phone feature. LiveAgent is a customer service software with various integrations and features, such as complaint management and email management, with sales contacts available for demo requests.
First contact call center templates
According to studies, phone support is still preferred by most customers over chat or other channels, despite predictions that live chat will become more popular. LiveAgent offers a range of options to provide excellent customer support. The text also provides two templates for first contact with customers reporting an issue, including questions to help agents provide effective solutions. A problem report may be created with a unique ticket number that can be tracked by customers.