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Help desk software that'll win your customers over
Profit from higher agent productivity levels and customer retention or (conversion) with our omnichannel help desk software. The price to value ratio is unmatched. With over 180 help desk features and over 40 integrations, our software is the perfect solution for businesses of all sizes and industries.
Streamline all communication channels and manage them from a single shared company inbox. Enjoy social media integrations, unlimited ticket browsing history, call recordings, hybrid ticket streams, and other productivity tools.
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Discover advanced help desk software
IT help desk software by LiveAgent streamlines various communication channels into unified tickets.
LiveAgent combines excellent live chat, ticketing and automation that allow us to provide exceptional support to our customers.
Meet LiveAgent - the multi-channel communication platform
Give your team the right help desk tool to increase their productivity and spend less time with customer requests. With LiveAgent, your customers can reach you from anywhere. It doesn’t matter if your customers want to email, chat, call or contact you through social media. LiveAgent allows you to answer all their requests from one place.
Ticketing system
Is it difficult for you to keep track and respond to all your customer inquiries? Customers expect and demand quick customer service communication on multiple platforms. However, customer service management can become disorganized and chaotic when you do not have a quality system.
The ticketing system is a part of every quality help desk software. The ticketing feature inside LiveAgent gathers customer inquiries from multiple communication channels and organizes them into one universal inbox. Thus, you can receive all your emails, social media inquiries/mentions, calls, live chats, and more into one platform.
Agents would then be able to handle customer communication efficiently, preventing lost or unanswered communication. LiveAgent’s online ticketing system is user-friendly, which enables your agents to gain familiarity with it quickly.
Additionally, LiveAgent has developed an online ticketing system to enhance customer service automation even further. For instance, automated ticket distribution, SLAs, automation rules, and more. So, give the ticket management system a chance and provide professional customer service right away.
Live chat
The live chat feature can help you provide instant customer service to your clients or visitors. LiveAgent offers the fastest live chat service available, and there is no limit to the number of chat buttons you can use. Thus, you can provide support on URLs where visitors need your assistance.
Furthermore, LiveAgent’s live chat has a wide range of smart features. For instance, the Max queue length feature automatically stops showing the chat button once the customer queue becomes too long. Proactive chat invitations is another excellent feature, which can help your help desk staff communicate with visitors before they even request assistance. By providing help beforehand, you can convert your visitors into paying customers.
While we can boast about live chat features all day long, the accurate measure of success is the number of conversions it generates. Therefore, LiveAgent has developed a feature that enables your brand to measure the effectiveness of live chat in Google Analytics. Now it’s time to chat. So let’s get rolling.
Call center
A quality help desk platform also includes a call center since customers still want to contact agents via phone. Nowadays, help desk solutions offer more than a basic call center. LiveAgent’s call center has advanced features that enable you to improve the customer experience through the phone tremendously, such as internal calls, video calls, and call buttons.
Moreover, the system offers automation features to enhance customer conversations even more. For instance, IVR, Automatic callback, and Call routing can prevent long waiting times since the customers get routed to the correct department. However, if the line is busy, they can request an automatic callback.
These simple call center automation processes improve workflows while increasing customer satisfaction at the same time. Furthermore, since the call center is an integral part of help desk software, your customer service staff can also view customer data from the CRM integration option inside each ticket.
Overall, LiveAgent created the call center features to provide superior customer communication via phone, utilizing help desk automation features.
Knowledge base
A knowledge base is a repository of company-produced information used to assist their customers when their agents are unavailable. Self-service options have become increasingly popular among companies today, since almost 80% of customers prefer to use online resources to find information.
Knowledge bases are excellent for both internal and external purposes. For example, your business can create an internal knowledge base for employee onboarding, updates, or other vital company data. On the other hand, you can create a public knowledge base, so your business can function 24/7 without the need of hiring extra help desk staff.
In addition, LiveAgent also offers multi knowledge bases for companies that would like to differentiate content for multiple brands. Do not wait for your competitors to improve. Instead, create comprehensive how-to guides, manuals, troubleshooting steps, tool description articles, and watch your business improve customer satisfaction, retention, loyalty, and sales in no time.
Forum
A forum is another excellent self-service option. Your business can create LiveAgent’s forum for both internal and external purposes. A forum is where people can share their opinions, experiences, suggestions, and more regarding goods or services.
With an internal forum, your agents can resolve work-related issues effectively and efficiently. In a public forum, customers can solve their problems with the help of other customers.
Simply put, customers do not have to get in touch with a customer representative; they can post a question on the forum to find an answer. Sometimes there is already a forum about specific issues, where customers can just read the conversation and troubleshoot it themselves.
Overall, it is an excellent way to enhance your support right away.
Customer portal
A customer portal, or in other words, a self-service portal, is a great way to provide a seamless customer experience 24/7. LiveAgent’s customer portal allows your customers to log in and access/track their inquiries.
Therefore, they do not need to contact support again about the status of their ticket. Customers can also view ticket history and additional information about products/services, which are either in the form of Knowledge base articles or discussed in public forums.
Overall, the self-service portal allows you to create a community that helps each other by sharing tips and tricks, which improves customer satisfaction and brand loyalty.
Advanced features of help desk software to stay organized
LiveAgent offers simple features that have a huge impact on your overall’s team performance.
Automatically distribute your emails, chats and calls based on your predefinied rules or source. Read more…
Rules are set of triggers that are executed when conditions are set. Read more…
Empower your customers with automated callbacks to improve customer satisfaction and reduce customer effort. Read more…
Give your agents all the information they need to provide insightful and personalized service at every touchpoint. Read more…
Canned messages are predefined answers that will help you reply faster. Read more…
The best value for your money
LiveAgent is the most reviewed and #1 rated help desk software for small businesses in 2019 and 2020. Stay closer to your customers and help them faster with LiveAgent.
Ticket
For small businesses and professional marketers
Ticket+Chat
For medium-sized businesses and professional agencies
Mobile help desk application
Install native Android or iOS application to answer customer requests while you are away from the office desk. It doesn’t matter if you need to answer customer emails or calls, our mobile app lets you answer all requests.
Fully multilingual
Let your support agents and customers use their native language to feel confident in their communication. LiveAgent is translated in 40+ languages and additionally allows you to fully customize every special letter or letter accent in the application.
Social media integrations
Social media (SoMe) customer service is a necessity these days. LiveAgent offers the most popular social media integrations, so your business can swiftly engage with your social media audience without delays. For instance, you can connect to Facebook, Twitter, or Instagram through simple integration.
CRM integrations
LiveAgent works with multiple partners to allow customers the incorporation of a customer relationship management platform. By integrating CRM, your agents will be able to access customer data quickly and effectively. Thus, being able to solve each customer query efficiently and create long-lasting customer relationships simultaneously.
Features you need
LiveAgent offers the right portion of help desk software features including a ticketing management system with powerful automation, SLA, live chat, social networks and messaging, call center, IVR, contacts forms and a support center. More than 180+ help desk features are available at the moment and more than 40 integrations are included!
LiveAgent adapts to your business
LiveAgent as a help desk software quickly adapts to the needs of different business models. Discover how it can help your company with the customer support.
Industry Solutions
Ecommerce & Services
Travel & Accommodation
Marketing & Telco
Entertainment
Common reasons why companies are switching to help desk software
Is your company having the same issues as most of our customers who switched to our LiveAgent help desk software?
Late replies to your customers
Are you missing important deadlines and losing track of priorities in your inbox? Setup SLAs for high priority emails.
Impossible collaboration across emails
Is your colleague on vacation and you have to take over their responsibilities? A universal company inbox is the way to go.
No clue about your team's performance
Are you aware what’s happening in your team’s communication? Analyze all replies flowing through your company in one place.
Over 30,000 businesses can't be wrong
See our success stories and testimonials to find out how LiveAgent can boost your customer support and increase the happiness of your business partners.
What is help desk software?
Help desk software typically catches all your incoming communication from customers and transforms it into tickets for easier management. Your customers use all kinds of ways to reach out like email, phone, messengers or live chat so keeping all communication in one place helps your customer service agents understand the issue better, and answer faster.
Who uses help desk software?
Help desk software is for any company that wants stellar customer service. In general, specific industries use help desk software the most, such as the auto industry, the entertainment industry, the esports industry, the retail industry, the marketing industry, and the travel industry.
LiveAgent is a web-based help desk solution that virtually any industry can utilize as it was designed to benefit both customers and customer service representatives simultaneously.
The system tracks, reports and automates redundant agent tasks to make their workflow easy and more effective. Consequently, agents are able to provide quality customer service with minimal delay.
How can help desk software help your business?
Help desk software enables you to assist customers 24/7. How? Simply by creating an in-depth knowledge base. According to our research, almost 70% of customers prefer a self-service option. Self-service is fast, convenient, and can give your business an edge over your competitors.
Do not lose any more time switching between platforms to respond to customer inquiries. Make your agents and customers happy by connecting your email, live chat, phone calls, social media, and more in LiveAgent, and watch your customer interactions improve right away.
Always stay informed about agent performance to improve daily. The team performance data in LiveAgent can provide your business with actionable insights into your customer service. As a result, you can determine if additional training is needed or how to improve customer satisfaction.
One way to improve the customer experience is by reaching out to the customers throughout their browsing experience. Customer service software allows your customer service reps to reach out via proactive chat invitations. As a result, your agents can prevent a high bounce rate, improve the CX, and ultimately increase customer loyalty.
To create a stellar customer service experience, your agents need to be fast and efficient. However, dealing with repetitive tasks can consume a lot of their time. Automating tasks and creating email templates/canned messages through the ticketing system allows them to use their time for customers in need.
Help desk system allows your colleagues to collaborate in multiple ways. The customer service team can communicate right inside the customer support tickets and solve customer issues very quickly. Moreover, the customer service team can chat outside the help desk tickets too. Efficient teamwork will elevate your customer service to a professional level, which will result in happy customers.
How to choose the right help desk software
There are dozens of different help desk solutions out there, yet the difference of what they offer varies significantly. Choosing the best help desk software should always be connected to your personal and company needs.
Most of the providers offer basic features that includes ticketing, chat or an analytical dashboard. Those that are more advanced have automation, multiple knowledge base support systems or a different collaboration toolkit.
With LiveAgent we went a step further and built a call center software right into our platform. We also enabled LiveAgent to collect social media messages, and allow our agents to respond from one dashboard. As a result, our ticketing streamlines all forms of communication into a single format.
Help desk software comparison
There’s quite a few help desk softwares out there, and picking the right one can be a challenge. That’s why we’ve made it easy to select the best help desk software for you. We’ve combined a simple user interface, advanced functionality, and fair pricing into one package at the price of an average dinner for 2.
All support channels under one roof
LiveAgent’s help desk software integrates with multiple communication channels and offers nearly 200 features.
FAQ
What is IT help desk?
An IT help desk is a dedicated department within a company or organization that helps answer technical questions of its users.
What is customer service help desk?
A customer service help desk is a software that helps customer service teams manage incoming requests and queries.
What are the different types of help desk software?
Each business has different preferences and needs. Thus, there are various types of help desk software. Some preferences include the business size, customer service functions, and quantity of customer service agents. As a result, the market offers cloud based help desk software, on-premise help desk software, open-source help desk software, and enterprise help desk software.
What is a ticketing system in customer service?
A ticketing system is a management tool for processing and archiving customer service requests, also known as tickets. A ticketing system should be user-friendly and able to store all the necessary user information.
What is the difference between helpdesk and service desk?
The terms help desk and service desk are often used interchangeably, although they do have different meanings. A help desk is considered to be more focused on fixing bugs, whereas a service desk will also assist with service requests (requests for new services) and requests for information (e.g.: How do I do X?)
Who uses Help Desk Software?
Help desk software is for anyone who would like to provide stellar customer service support on multiple-channels. With that being said, the software is used by solopreneurs, small businesses, or big corporations. There are different subscriptions for each category, so you can choose what you need or prefer.
What are the benefits of helpdesk software?
The business benefits of implementing a help desk software within your company include fewer costs since your agents will be able to efficiently handle customer inquires from multiple-channels. Moreover, since your representatives will operate from one interface, it will save them a lot of time, which leads to a better overall customer experience. Customer satisfaction is the goal of help desk software. Satisfied customers can become loyal customers, and this can give your company the competitive advantage that everyone is seeking.
What are the essential features of a help desk?
Before you decide on the customer service solution software, you need to evaluate the features of different help desk options. Here are a few essential ones to look out for; Automated ticket distribution, SLA, Internal tickets/notes, Ticket CRM, Canned messages, Rules, and Integrations.
Why do we need a ticketing system?
Ticketing systems are needed for providing efficient and focused customer care. Maintaining your presence across emails, social media, live chats or calls is time-consuming and inefficient. Ticketing systems gather all of the communication into one dashboard in the form of tickets. This way customer care becomes more efficient since agents have a better overview of all communication channels in one dashboard.
You Will Be in Good Hands!
Do you know what Huawei, BMW, Yamaha and O2 have in common? You guessed right… LiveAgent!
Related Resources to Help desk software
- Help Desk Software (Explained)
- Help Desk Description (+Key Benefits)
- Features of Help Desk Software (+Videos)
- Top 6 Tips to Achieve Productivity With Help Desk Software
- 15 Help Desk Best Practices (+Video)
- Why Use Help Desk Software On Your Website? (5 Reasons)
- Free Help Desk Software for Your Business (Explained)
- Why is LiveAgent a perfect solution for your business? (Checklist)
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