5-Star Customer Service + Increased Response Speed Thanks To LiveAgent
In ideal world, you are working on business the way it grows and improves. Nevertheless, there are always tasks that are not in this scope, mostly administration and customer support. While former is regulated by national institutions, the latter can be easily improved thanks to LiveAgent.
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Problem Too Many Requests
Sometimes there are few to none customer requests and sometimes they are flying to your email in a speed you are unable to resolve them in time. In these cases you are probably not enjoying your workday and your (potential) customers are most likely looking to your competitors, because they haven’t heard from you for a while.
Solution Advanced Automation
Implementation of LiveAgent and it’s automated distribution, rules, business hours, SLAs and other features make it very easy to get organized. Actually it’s system that organize the work for you. Whether it’s number of tickets, live chats or calls, with LiveAgent you are going to be doing everything with less clicks and you get more done.
One software for multiple benefits
Nobody enjoys waiting in chat queue, but with LiveAgent advanced features they will be kept on minimum
Features like real-time typing view, which enables to see live response of customers, will make you look professional
Advanced features → faster response speed → less human/money resources needed
Being accessible and responsive towards your audience support your brand in the positive way
In the end, the main goal of increased response speed is to improve your business results
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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