Despite the rapid rise of digital channels, phone support still remains one of the most popular means of customer communication, in both B2B and B2C industries. In fact, research shows 39% of consumers prefer support via phone over other communication channels.
With LiveAgent you can set up a virtual call center right in your help desk and receive calls from your landline or from your website. Easily manage inbound customer communications, improve your support team’s performance, and generate more inbound sales.
Inbound call center software enables businesses to handle a high volume of phone calls from customers efficiently. The software works with IVR (Interactive Voice Response) technology and intelligent call routing systems that reduce call drops and call wait times while ensuring callers are always connected to the most appropriate agents.
By using a professional software in your inbound call center you can reinvent the way your business handles incoming customer communications.
Record and store every incoming call so anyone on your team can easily take over the communication with any customer and provide a seamless, personalized experience.
With integrated IVR, you can streamline communications as calls get forwarded to the right departments or agents, reducing wait times, and increasing customer satisfaction.
Automated routing allows for effective management of agent idle time, creates an equal workload, and ensures all agents are always kept busy supporting your customers.
With instant access to detailed caller information, agents can up-sell and cross-sell relevant products or services to your existing customers and drive more sales.
Whether it’s answering customer requests on time or closing a sale, your agents can achieve a positive outcome only if the call center software they use provides them with a range of helpful features.
To ensure fast and accurate communication, LiveAgent’s call center software automatically routes calls by priority or assigns them randomly. With priority assignment calls are routed to a free agent with the highest priority and longest time since their last call, while random assignment distributes calls to currently available agents.
Enjoy unlimited call recording without using any additional call recorder software and safely store all incoming customer calls and voicemail messages in your LiveAgent account for legal, training, or support purposes. Play, download, or get back to the recorded calls anytime you need them most to serve your customers better.
Place a Video Chat button anywhere on your website and have customers call you from their computer for more personalized communication. LiveAgent’s video call is completely browser-based so there is no need to install any external 3rd party application. Video calls will be safely stored as tickets.
Get a full view of how your inbound call center is performing with in-depth reporting. Generate various reports and keep track of all the important call center metrics and KPIs, including agent productivity and agents ranking reports to identify top performing agents and those who might need additional training.
LiveAgent’s cloud-based call center is packed with an array of features that can help agents generate more sales opportunities while interacting with customers and providing ongoing customer support.
Regardless of the support channel used, all communication with each customer is conveniently stored in the same hybrid ticket under the same ticket ID, with all the important details you need about the customer and their issue.
With LiveAgent’s built-in CRM, agents can instantly see who they’re communicating with. Add fields to each contact to store customer data, create notes, easily access previous ticket history – and have all the context you need to deliver personalized support and leverage up-sell and cross-sell opportunities.
The inbound call center is just a segment of a more complex omnichannel help desk solution. With LiveAgent your customers can reach you from anywhere. Whatever channels they use – email, phone, live chat, or social media – your agents can easily, conveniently and effectively manage all customer interactions from a single place through a unified dashboard and provide a seamless omnichannel customer experience. The software comes packed with 180+ features, 40+ integrations and nearly endless customization options to adapt to your business needs.
If you are looking for free inbound call center software, the tool will likely come with limited functionality. When researching solutions, pay attention to the set of the most critical features like IVR, call routing options, unlimited call recordings, reporting, etc. The tool should be easy to set up and allow support teams to get complete call center functionality up and running within minutes and few simple clicks.
Get access to a cloud-based call center software with both inbound and outbound capabilities and no extra charges for per-minute usage – directly inside your help desk solution. LiveAgent offers the best value for your money with fully transparent pricing, billed only for real usage every month. No long-term contracts, just pay as you go.
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