5-Star Customer Service Thanks To Mailbox Sharing with LiveAgent

Every business operation requires personal communication to be involved in certain degree. However sometimes it’s necessary to operate as company, department or specific part of the business. In this case, multiple people need access to one email and that’s where shared mailbox comes handy.

Connect all your emails from services like Microsoft Outlook, Office 365, Gmail or custom email server and benefit from shared mailbox.

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Problem Sharing Information

You grow your business, which generates more profits, but also more support requests, product questions or general inquiries. It used to be a case that one person used email for these purposes and when going to vacation the credentials has been shared. However it led to a confusion and problems occurring from lack of context and sharing of information.

Solution One Dashboard

LiveAgent offers advanced features built inside one dashboard that helps you manage customer requests in quick and elegant way. Unlimited history of streamlined communication with built-in CRM makes it very easy to share support tickets to your colleagues and keep them updated about the status. Time resources tend to be the most expensive part of running any business, don’t waste them.

One software for multiple benefits

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Prevent confusion

Don’t let your colleagues work with tickets without looking at past history

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Easy replacement

With LiveAgent, the preparation for work shifts is minimal

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Customer satisfaction

Thanks to faster and smoother customer support your customers remain satisfied and loyal

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Remain available

Customer support is not extra service, it’s necessity. Be accessible when your customers need help

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Less administration

There is nothing enjoyable about administration, it only takes your valuable time

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Take a look on how LiveAgent looks inside.

LiveAgent
  • 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.
LiveAgent Ticket Feature
  • 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.
LiveAgent
  • 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.
LiveAgent Ticket Feature
  • 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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