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.

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Definition of good customer service

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 metrics that matter the most: CSAT, NPS, CES and FRT.

 

Feelings of customers
Good customer satisfaction score

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 the metrics you’ll be able to identify areas of improvement and improve your customer satisfaction.

Improve customer support by collecting feedback through surveys

Increased customer satisfaction and loyalty

CSAT

Customer satisfaction scores let you know how satisfied customers are with your products and service.

Net Promoter Score

NPS

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

Customer effort score CES

CES

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

First response time FRT

FRT

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

Provide personalized service

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

Lightning fast responses
Ultimate omni-channel help desk software experience

Offer omnichannel support

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

Give lightning- fast responses

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

Lightning fast responses

Happy customers are the best customers​

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

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How can software improve your customer service?

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.

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.

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

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.

Streamline communication into single dashboard

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.

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.

Powerful WYSIWYG editor
Smart analytics and reports

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 are all available for you to view. Edit the info with ease while you chat or call with your customers through our native live chat and built-in call center.

Peter Komornik

LiveAgent combines excellent live chat, ticketing and automation that allow us to provide exceptional support to our customers.

Peter Komornik, CEO
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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.

Real-time customer support
Performance analyze

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.

Reasons why companies switch to LiveAgent

“It’s so rich in functions and beat my 5-year zendesk subscription. So I switched. Very good value for me as small business owner.” Albert

I first tried out Zendesk but after hours of configuration and understanding the price model i realized that it was not for me. Instead I started using LiveAgent and must say I’m so far very satisfied. The system got exactly the right amount of configuration that I want and I have not yet found something that is not possible to do. The support itself is great and usually answer your questions in a couple of minutes.” Erik

“We moved to LiveAgent from ZenDesk… and wouldn’t go back… It’s amazingly affordable pricing and always helpful support team who are their to help us 24×7. Secondly, the advanced level of automation which has literally replaced our need for Zapier as there’s good amount of integrations. Plus they also give so many alias emails to connect that too very easily.” Aaron

“We and our clients were constantly having trouble with ZenDesk, but after looking at different options, we chose LiveAgent based on user reviews and its price.” Adam

“I used ZenDesk for years and I was tired of these “ticket-style” emails and that I can’t attach files to my emails, only send links. What I like in LiveAgent: it sends emails (not tickets), I can attach files, organize the flow of emails easier than in ZenDesk, can chat and manage emails from the same window. Also, LiveAgent supports spreadsheets in its emails and has a great support team.” Vlad

“We switched to this system after many years of using ZenDesk. The functionality is awesome: contact forms, live chat, databases, integration with social networks – all in one service and all these modules are well thought out and competently interact with each other. I liked that the service works stably even on mobile platforms (after ZenDesk this is a huge plus for us).” Olga

“Tried various solutions including Zendesk, Freshdesk and more. Then found LiveAgent. Great tool, good value for money, ease to use, great support and help to implement. And now, after several years of use, it is still the best choice for support tool that we could have done.” Michal

“I have used many other help desk system before such as LiveZilla, Zopim, Zendesk, Freshdesk, Desk.com, and etc. LiveAgent has beaten them in every way due to its pricing, features, customer support, and mobile features.” Harrison

Why is LiveAgent the right tool for improving customer service?

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

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

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

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

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, no credit card required.

Package Name

Ticket+chat

Ideal for small to medium sized businesses

$29 /mo
Package Name

All-Inclusive

Ideal for businesses of all sizes and large corporations

$39 /mo

You Will Be in Good Hands!​

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

Try it now for free No Credit Card Required

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