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.
IT help desk software by LiveAgent streamlines various communication channels into unified tickets.
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.
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.
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.
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.
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.
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.
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.
LiveAgent offers simple features that have a huge impact on your overall’s team performance.
For small businesses and professional marketers
For medium-sized businesses and professional agencies
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.
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 (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.
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.
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 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.
Is your company having the same issues as most of our customers who switched to our LiveAgent help desk software?
Are you missing important deadlines and losing track of priorities in your inbox? Setup SLAs for high priority emails.
Is your colleague on vacation and you have to take over their responsibilities? A universal company inbox is the way to go.
Are you aware what’s happening in your team’s communication? Analyze all replies flowing through your company in one place.
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.
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.
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.
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.
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.
LiveAgent’s help desk software integrates with multiple communication channels and offers nearly 200 features.
An IT help desk is a dedicated department within a company or organization that helps answer technical questions of its users.
A customer service help desk is a software that helps customer service teams manage incoming requests and queries.
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.
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.
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?)
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.
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.
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.
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.
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