Need to improve your customer service?

The concept of customer service has expanded in the last decade. Before, customer service used to be all about human interaction. However, with the rise of e-commerce, businesses had to adjust their customer service strategies. With tons of incoming tickets from social media and live chat, automation and chatbots were put to work.

Even though automation and chatbots are very cost-efficient and save you tons of time when it comes to answering customer queries, it's important to preserve the human connection that customers crave, but chatbots can't provide. How? Check out our fail proof tips that'll improve your customer service.

woman sitting down in office at her desk working on laptop and taking notes

What is customer service?

Customer service is the support and service you provide to your customers before, during, and after a purchase. As a customer support agent, it's extremely important to be knowledgeable, willing, and understanding throughout the whole support process. Your customers need to feel valued every step of the way.

Do you know how your customers feel?

When it comes to improving customer service, it's important to sit down and ask the hard questions. Are your customers satisfied with your product and the level of service you're providing? Often times companies think that they're providing great service, but their customers don't agree. So how can you find out if your customers are happy with your business? By measuring the following metrics:

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CSAT

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NPS

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CES

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FRT


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Improve customer support by collecting feedback through surveys

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CSAT

Measuring customer satisfaction scores lets you know how satisfied customers are with your products and service.

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NPS

Net promoter scores showcase how likely customers are to recommend your business to others.

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CES

The customer effort score calculates how easy or hard it is to interact with your company.

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FRT

First response time measures how long a customer has to wait before they get an initial response to their query.

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What's a good customer satisfaction score?

You should aim to have a CSAT score of 80% or higher, however satisfaction scores can vary from industry to industry. Even though CSAT is a good indicator of how well your business is doing, you should also measure NPS, CES, and FRT to get a complete overview of your service. By tracking these metrics you'll be able to identify areas of improvement and improve your customer satisfaction.

4 Tips to improve your customer service

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Provide personalized service

71% of consumers state that they feel frustrated when a shopping experience is impersonal.

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Offer omnichannel support 

90% of customers expect consistent interactions across all communication channels. 

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Give lightning fast responses

64% of customers expect to receive real-time assistance regardless of the customer service channel they use.

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Be informed about your customers

89% of customers get frustrated having to repeat their issues to multiple representatives.

How can software improve your customer service?

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Create memorable customer experiences

A help desk system allows  you to store and access important information about your customers, with which you can create personalized responses to customer queries.

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Provide fast and convenient support

Help desk software can help you provide fast and convenient support through live chat, call center, and knowledge base functionalities, as well as social media integrations and automation features.

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Actively ask for  feedback

A great method for continuously improving your customer service is to collect customer feedback and analyze your agent's performance. 

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Offer 24/7 customer support

Offer customer support 24/7 through self service knowledge bases. Fill them up with how-to-articles and FAQs, or build a community forum where your customers can help each other out.

Why is LiveAgent the right tool for improving customer service?


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Most reviewed and #1 rated

LiveAgent has been the most reviewed and #1 rated help desk software for small businesses in 2019-2020.

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Preferred by 21K businesses

Over 21,000 businesses across various industries have chosen LiveAgent for their customer support needs.

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Packed with 180+ features

With 180+ features, 40+ integrations and endless customizations, the tool easily adapts to your business requirements.

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Cloud-based and secure

Fully cloud-based, secure, easy to set up and use. Get started with LiveAgent in minutes.

Happy customers are the best customers

We offer concierge migration services from most popular help desk solutions.

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All that you need to improve your customer service

Our advanced help desk system does all that you need to improve your customer service. LiveAgent offers:

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Universal inbox

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Knowledge base builder

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Built-in CRM

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Fastest live chat

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Data & analytics

Streamline all queries into a single place

Connect all your communication channels (phone, email, social media, live chat, customer portal) with LiveAgent. Whenever you receive a new query, it will be automatically pushed into our system and stored as a ticket. 

From there, you can manage, monitor, and respond to all tickets. The universal inbox is filled with tons of features that make ticket management easy such as automation features, tags, departments, and more.

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Create freely with our WYSIWYG editor

Create stunning knowledge bases with our "What You See Is What You Get" editor. Our software lets you create multiple knowledge bases, both internal and external. Fill them up with how-to-articles, videos, feedback and suggestion boxes, forums, or FAQs.

Keep your customer's data close

Our built-in CRM keeps your customer's data available at your fingertips. Every time you answer a ticket, your customer's past interactions, purchases, and data is all available for view. Edit the info with ease while you chat or call with your customers through our native live chat and built-in call center.

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Offer real time support

Speed is an important metric when it comes to converting website visitors into customers, and keeping your existing customers happy. Our live chat is currently the leanest and fastest on the market. Use it to reach out to your customers proactively while they're browsing your site.

Analyze your performance

Utilize our robust data analysis and reporting features. See usage statistics, evaluate performance reports, and learn from customer satisfaction ratings. See who is interacting with your company and monitor the service they’re receiving.

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Price to value ratio? Second to none

LiveAgent is an advanced help desk system that can help you improve your customer service and conversion rates at the same time. Our software is competitively priced, and a steal considering the vast amount of functionality it offers. Try LiveAgent today.

Package Name

Ticket+Chat

Ideal for small to medium sized businesses.

$29 /mo
Package Name

All-Inclusive

Ideal for businesses of all sizes.

$39 /mo

Not convinced yet?

Feel free to check out what other customers are saying about LiveAgent. LiveAgent has collected more than 3,000 reviews on various software marketplaces like CapterraTrustpilotGetAppG2Software Advice.

I find the organizational tools the best thing about Live-agent. I started with an Outlook based system and searching for emails even a week old was a test in agony. With Live-Agent the ability to auto organizes our emails, with tags, persons, folders, custom filters, timed coloring, etc has made dealing with emails so much easier. I rarely have to search for more than a min to find what I want. Robert

LiveAgent is an excellent product. It’s easy to use service has really made it so much easier to train new and even existing staff (as needed) within Support to be able to answer Support Tickets or LiveChat.
We have really enjoyed the easy-to-use functionalities as everything is within the product and it doesn’t take long to find anything at all. The helpful guide you receive in the beginning really takes a lot of guess work out of looking for things. April

When I first subscribed to LiveAgent in 2018 I thought it was good. But it wasn’t till I started using it that I found it to be perfect – and continues to grow to this day. For example, ever wanted to have customers connect to you via a call centre (in other words, have them automatically queued?). Not only can you do that, but you can do it all within LiveAgent. Astonishing stuff. Quentin

Our office has been using Live Agent for the past several years, and the chat/message functionality has proven invaluable in helping our team provide excellent customer service. Easy to use and simple to learn, Live Agent has proven to be a blessing for our company, and the instant chat option is a powerhouse in generating new accounts. Being able to answer questions, and provide sample reports through the chat file upload feature, is priceless. Douglas

Overall Live agent has made our office more productive and has allowed us to better track current and past events. In using Live-Agent in day to day use the auto-tagging, rules, colourization of emails, and search functionsm make dealing with problems and solutions so much faster. We better understand and find what we want and better know who to bring into client issues. When I started we have 5 employees and all used outlook. The about of control and organization Live-Agent allows has put us lightyears ahead. Robert

I love Live Agent. The Features are great, has a clean design without all the fat just lean and mean. Super good team always upgrading and updating an already awesome tool. Customers are able to connect to chat with us quickly and receive help or ask us question – great integrations Knowledgebase and more get this Tool and thank me later. Larry

Excellent Experience Overall – I Recommend LiveAgent. The customer support team for LiveAgent has been excellent, helping work through our needs and how LiveAgent can meet those. The application has helped us improve our management support items. Jacob

 
LiveAgent makes customer support a million times easier. Our response time is now faster by 26%.

Eva Kianickova, Head of Customer Service

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Do you know what Huawei, BMW, Yamaha, O2 and Oxford University have in common? You guessed right... LiveAgent!

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