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		(
			() => {
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	Product

	Overview
	
		Take a tourGeneral overview of LiveAgent
			
				
			
	

	Product
	
		Help DeskOmnichannel customer service platform
		TicketingAdvanced ticketing system
		Live ChatFastest live chat on the market
	

	sub
	
		Social MediaAnswer your followers directly from LiveAgent
		Call CenterBuilt-in call center software
		Knowledge BaseProvide self-service options
	

	Use For
	
		Business SolutionsDifferent businesses, different solutions
		Industry SolutionsAdapt LiveAgent for your industry
		Use CasesOne product, multiple use case scenarios
	

	Integrations
	
		WordPress
		Prestashop
		Magento
		Shopify
		Mailchimp
		Pipedrive
		Slack
		More Integrations
	



Resources

	Learn
	
		AcademyBecome a customer service expert
		TemplatesCustomizable templates for every occasion
		WebinarsGuided LiveAgent walkthroughs
	

	sub
	
		BlogNews about customer service & LiveAgent
		GlossaryLearn customer service terminology
		DirectoryComprehensive help desk contact list
	

	sub
	
		Industry ResearchView the latest customer service stats
		Typing TestImprove your typing speed
		WordPress PluginBest WordPress Chat Plugins
	

	sub
	
		ChecklistsHow to handle your process
		Support PortalHow-to articles and guides
	

	Company
	
		About UsDiscover the team behind the product
		AwardsOur awards & accomplishments
		Why LiveAgentFind out why LiveAgent is right for you
	



Features
Pricing
					
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What customers think

According to Bain & Company, 80% of CEOs believe their business delivers excellent customer service; only 8% of their customers agree. How is it possible that there is such a disconnect between what is perceived and what is real? In short, most companies lack customer feedback or do not have closed feedback loops. The lack of feedback prevents them from improving their service because there is no exposure to criticisms or suggestions for improvement.

So, what discourages customers from buying, and what could make the customer experience better? Statistics indicate that processes have become too automated, and personalization is lacking. For example, Harris Interactive found that 75% of respondents stated it takes too long to reach a live agent. This shows that companies are solely relying on AI-powered chatbots and automated systems.

Relying on automation wouldn’t necessarily be a bad thing if the systems in place provided relevant assistance. But, unfortunately, that’s not the case. Over 29% of consumers say they find scripted responses most frustrating because they aren’t helpful. 

Next, customer experience statistics showcase that automated systems such as IVR menus are excessively long and irrelevant, while integrated contact forms are too complicated to fill out. It’s a significant problem, as customers hate to waste their time, especially when the issue at hand is urgent. This feeling is mutual in all consumer groups. For example, B2B decision-makers say lack of speed in supplier interaction is their number one pain point, twice as often as price

Customers want to do business with companies that are easily accessible on the channels that they prefer. For example, 57% of customers prefer to contact companies via digital channels rather than use voice-based customer support. Therefore, providing support on social media, email, live chat, and messaging apps is vital. In addition, customers want to know that if they encounter a problem, the companies they buy from will be easy to reach and willing to help them. In fact, customer support is so crucial that 86% of customers are willing to pay more if better service is guaranteed. Moreover, 80% of consumers believe better service encompasses speed, convenience, knowledgeable help, and friendly service

As you can see, purchasing decisions are heavily influenced by service. More than 96% of customers around the globe say that customer service is an important factor in their choice of loyalty to a brand. In addition, 73% of all people point to experience as an essential factor in their purchasing decisions. Therefore, it’s imperative to perfect the customer experience through feedback and make changes according to your findings.

#CustomerSupport
#ReachingLiveAgents

75%

of customers believe it takes too long to reach a live agent. Harris Interactive
Meditator graf woman

#CustomerService

96%

of consumers say customer service is an important factor in their choice of loyalty to a brand.

Microsoft

96%

#CustomerExperience

86%

of customers are willing to pay more for a great customer experience.

PWC

86%

#CustomerSupport

57%

of customers prefer to contact companies via digital media rather than use voice-based customer support.

Ameyo

57%

#ScriptedResponses
#FrustratingResponses

29%

of consumers say they find scripted responses most frustrating, and 38% of businesses agree. Kayako
Meditator graf man

#PurchasingHabits

73%

of all people point to experience as an important factor in their purchasing decisions.

PWC

73%

#PainPointForB2Bs

B2B

decision-makers say lack of speed in supplier interaction is the number one pain point, twice as often as price.

The Temkin Group

B2B

#CustomerExperiences

80%

of consumers say speed, convenience, knowledgeable help, and friendly service are the most important elements of a positive customer experience.

PWC

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