5-Star Customer Service + Improved Marketing Thanks To LiveAgent
Customer service and help desk software isn’t only about answering questions.You are making a repeated first impression constantly, which either creates satisfaction or bad impression. The way you are communicating is the visible and controllable part of the process, but the customers don’t care about your technological debt.
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Problem Brand Reputation
Your business owns website, phone line, provides articles, manages social media channels and owns multiple business email addresses you can barely remember. It’s very easy to get lost and miss few of the questions from your prospects, which decrease your brand reputation.
Solution Multi-channel Help Desk
You have to use modern technology in 21st century. If you are running your email from desktop client and share it with your team, your chance for failures is significantly higher. By implementing LiveAgent, all your communication will fly inside one place and you can restrain access for concrete channels according to your preference.
One software for multiple benefits
Everything is centralized in one place and prevent unnecessary tasks, mistakes and customer complaints
Switching tabs from one place to another doesn’t boost productivity, but having every channel in one place does
By advanced and customizable reporting you know exactly where is the pain point of your business
More contact options and knowledge base articles create bigger exposure on the internet
Having customer service environment in place naturally stimulates positive testimonials
Take a look on how LiveAgent looks inside.
The Left navigation panel lets you quickly navigate across the chat dashboard. You can check all active chats, availability per agent or access settings of chat buttons.
After Live Chat is initiated, you can see details of the customer chatting with you, like the page where chat was initiated, IP address, or previous communication.
Thanks to our real-time typing view you are able to see what customer type even before they click "send". You can prepare your answers and amaze them with lightning-speed service.
Use departments and tags for segmentation and distribution and assignment of tickets.
Use the extended customer information view to quickly gather information about the customer you are communicating with and access multiple integrations with other apps.
Ticket thread lets you see all communication with a customer even if it started from a different channel like chat and continued with email.
Quick Action Buttons help you easily transfer and postpone tickets as well as add notes, and other actions.
Similar to live chat overview, call center offers left panel that will help you navigate inside dashboard in 1 click.
Call history offers list of all incoming and outgoing calls from LiveAgent with full-text search.
Action button lets you open a specific call ticket so you can access call recordings and the whole ticket thread.
Reports are a popular part of LiveAgent. They help you to see department statistics, so you can get a quick overview of what's happening in your helpdesk.
Inside the dashboard, you can see your online/offline agents and even initiate an internal chat with them!
With Personal statistics you can see performance your own individual metrics like time logged in or tickets answered.
Leaderboards are a part of gamification. They make daily work more fun and help to push performance of individual agents as they can compare their performance.
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