In one place. Described in depth.
Collect communication from your customers, let LiveAgent process it and route it to the right support representatives at the right time.
View and answer every Ticket from LiveAgent’s universal inbox. It’s like a smarter version of your email inbox. Emails, chats, calls, Facebook & Twitter tickets, forum posts, suggestions... It's all there, accessible and manageable from one place.
We call a "ticket" a communication between the customer and your support staff. A ticket contains the complete stream of chat messages, emails, phone calls or messages from other communication channels about the same incident or issue reported by a customer. Each ticket has a unique reference number, which will help you quickly to locate, add to or communicate the status of the user's issue or request. LiveAgent will automatically sort your company communication into tickets. You will easily find and review the history of every communication between you and your customer any time in the future.
Tickets look the same regardless of the communication channel, i.e. Chat, E-mail, Voice, Feedback Forms, Twitter, Facebook messages and others. Follow your customer through different channels but always stay in the same hybrid ticket. Have all the important information about your customer and his issue available.
Define how many tickets, chats and phone calls your agents handle. Some can manage more, some manage less. The automated ticket distribution system makes sure your agents always have their optimal load. Automatically rotate phone duty, set pause times for your agents and let them rest when needed. Our automated ticket distribution is one of a kind.
Rules allow you to automatically assign a ticket, at any stage in life, to the individual support agent or whole department needed to fulfill the service. Easy to configure cascading rules use criteria defined as granular or general depending on your needs. These requirement criteria may be based on virtually any ticket parameter or event. Rule evaluation can be triggered by events in the ticket’s lifecycle or by time based conditions.
Time Rules are special rules that are not "action triggered", but instead are time conditional. Time Rules run on the background in intervals (usually every minute) and check if the conditions are met. If the result is positive, the rule is executed.
Easily manage ticket responsibilities. Change the ownership of a ticket to a different department or even an individual agent. Always know who is responsible for solving each ticket. Never hear that "I didn't know it was my responsibility" again.
Distribute tickets and support agents into departments. Define filters and transfer rules so that your tickets will always land in the right hands. Specify different signatures, phone and chat answering rules for different departments. Instantly see how many new, open and resolved tickets are in your departments.
Customer queries are not all the same. You solve a vast variety of problems, questions, and issues every single day. Add tags on your tickets in order to get a better grasp on various support topics. Or use tags to differentiate important customers. Even add tags to existing tickets in order to sort and filter through your tickets easily.
Easily define unlimited number of SLAs and let the automatic rules assign them to right tickets. LiveAgent will make sure, that tickets, phone calls and chats will be assigned to your agents in the right order to fulfill your service level agreements with your customers.
Does your help desk operate on 24x7x365, or does it work the more traditional 9am to 5pm Monday to Friday? Or do you have combination of departments working 24/7 and some on standard office hours? If some of your departments operate just on standard office hours of Monday to Friday, then no doubt you want your tickets to be aged and process accordingly. With Live Agent is easy to define for each of your service level agreements custom business hours.
View information about your customers, from basic contact info, language preferences, to any customer data captured in custom user fields. Every time someone contacts you, a new Contact is created in LiveAgent.
Agents are people who provide support services and with the admin role they can also supervise and configure the system.
Companies are collections of your Contacts, Each contact can be added to only one company. The use of companies is optional, but by organizing your customers into companies you can keep track of what those companies are requesting.
Contact fields are custom fields that are typically used to gather more information about your Contacts or Companies. LiveAgent allows you to Create unlimited custom Contact fields.
Ticket fields are custom fields that are typically used to gather more information about your tickets. LiveAgent allow you to create unlimited custom Ticket fields.
Select multiple tickets at once and run mass actions to save time. With this feature you can resolve, transfer or delete multiple tickets by two clicks.
Save the time of your support agents and fight against spam with automatic spam filtering in your help desk. LiveAgent implements a naive Bayesian spam filter, which learns from a set of emails you've marked as spam and automatically marks similar messages sent by spammer as spam. It needs to be trained on at least a few dozen emails before the filtering starts to become reliable, but then it does the job with high accuracy.
LiveAgent offers an option for Agents and Admins to go into a Pause. It’s typically used to turn off receiving tickets, chats and calls while being out of the office for a short time. (For example a lunch or a coffee brake)
In the Tickets section you can create filters to sort tickets according to your conditions. You can create categories and let desired tickets route into them.
LiveAgent offers you to add private notes to a ticket that are only visible to agents, not to the ticket requester or any other end-users that may have been CC'd on the ticket. This enables you to share progress internally, or log your updates for future reference. You can even transfer the ticket with an internal note to another agent.
See who you're communicating with. Add fields for each contact to store custom data. Add notes, see their previous tickets, integrate plugins. With LiveAgent Helpdesk Software you will always be prepared. Know your customers better and increase the quality of your Helpdesk.
Canned messages allow you to speed up your response by using a predefined sequence of text. Simply hit CTRL+Space while typing or click the canned message icon and select from your saved canned messages.
An efficient and simple way to rationalize your workflow is to create Predefined answers for support queries that can be answered with a single, general response. This saves you the time and struggle of formulating a separate reply to each customer that has the same issue.
LiveAgent offers an option to copy & paste images to your tickets. Insert inline images into the body of your ticket.
LiveAgent can automatically Search string in every incoming message and Replace it with something else before being displayed or stored in database.
Have you ever wondered how to deal with a ticket where a customer needs to solve multiple issues suitable for different agents/departments? With the Split Ticket feature, you can solve both problems faster and more effectively than ever before.
Notifications can be activated to automatically send emails to agents: When a ticket is assigned to agent, When customer replied in assigned ticket, When a new ticket is created in a department the agent is member of.
The WYSIWYG editor gives you the ability to enter and format your content while working in a "What You See Is What You Get" view of the content. By using the implemented WYSIWYG editor, you can easily edit and style content of your emails, email templates and knowledge base articles.
LiveAgent offers the option of adding a link of online ticket history in your sent emails.
LiveAgent offers the option of having multiple tickets opened at once. Easily switch from one to another ticket and solve them all at the same time.
Prevent multiple agents working on a same ticket. LiveAgent shows who's viewing a ticket and who's answering it.
Fight against delivering poor customer support by letting your customers rate the responses and answers of your customer support agents. Identify negative trends in your customer support and act accordingly. Leverage the "Ranking" feature of LiveAgent.
Adding contact forms on your website enables your customers to send email messages directly from your website. Contact forms are either built in or popout formulars. Once a visitor enters queries into forms and clicks send, a new ticket is created in LiveAgent. Multiple contact forms of different designs can be added on various websites.
Adding contact forms on your website enables your customers to send email messages directly from your website. Contact forms are either built in or popout formulars. Once a visitor enters queries into forms and clicks send, a new ticket is created in LiveAgent.
Support customers in real-time with LiveAgent's built-in online chat. No external applications needed, it's all there. Proactively start chat sessions with hesitating customers by chat invitations. Be more effective and sell more.
Live chat has the ability to provide the convenient answers that customers want, while also adding significant benefits to the staff and bottom line of your company. Livechat builds customers' confidence while shopping and increases overall customer experience. Adding a human factor to your website while real time chatting with your customers can be a game changer.
Engage your website visitors by inviting them to live chat with your agents. Setup chat invitations for custom URLs on your website(e.g. your pricing page). Invite visitors to chat with you during the checkout process, build their purchase confidence, increase shopping experience and convert them into paying customers by having a real person chat with them. Easily setup a custom popout time for your chat invitations.
LiveAgent provides various customizable live chat buttons. Choose from numerous predefined live chat button positions and styles.
Engage your website visitors by inviting them to live chat with your agents. LiveAgent provides various customizable invitations.
See all visitors browsing your website on a map. Check what sites they're browsing and how much time they spend there. Manually invite them to chat.
View chat history and all current chats in one screen. Directly access and filter chat communication according to your preferences. Filter your chats by tags, departments, date, name etc.
See all online visitors browsing your website in one screen. Check what sites they're browsing and how much time they've spent there. Find out visitors' referers, IP address and country and prepare yourself before a chat conversation. Manually invite them to chat.
LiveAgent provides multiple ways of chat routing and distribution. You can choose from predefined route options souch as: Round Robin, Ring to all, or Max utilization.
View what your customers are typing on live chat in real-time. Have your answers prepared before the customer submits his questions.
LiveAgent connects with your Facebook page and tracks all wall posts, comments and private messages so you can have your fans and haters under control 24/7. Everything is tracked and transformed into tickets so your customer support agents can react right when a complaint is created and put out the fire before it spreads. With LiveAgent, you have 100% certainty that nothing gets lost on Facebook.
Connecting with Twitter enables you to do brand monitoring and respond to tweets that require action. Responses are directly sent as tweets.
Talk to your customers over phone or pc to pc calls. No need to buy phones for your agents, you can receive calls directly on your computer. Get a 1-800 number for your customer service.
Measure your customer satisfaction rate and see how it increases. Analyze your helpdesk performance, reward the right support representatives and motivate others.
Get an overview of your customer support. See who is interacting with your company and monitor the service they're receiving. See usage statistics, evaluate performance reports, and learn from customer satisfaction ratings. LiveAgent is packed with endless reporting possibilities.
Monitor the performance of your support agents. See detailed graphs and charts with grossing numbers of opended chats, solved e-mails, received Facebook messages and other metrics viewed per day, week or month. See who is the most productive, who prefers e-mails over live chats, who delivers consistent results over time.
Fight against delivering poor customer support by letting your customers rate the responses and answers of your customer support agents. By learning more about your agents, you can reward your best agents and support those that are underachieving at the moment. Identify negative trends in your customer support and act accordingly. Leverage the "Ranking" feature of Live Agent.
Create department reports with just one click. Forget about manual data collecting. LiveAgent will do everything for you. Have your department reports on your boss's desk in no time. Continuously check the performance of your Department.
LiveAgent offers a report of added tags to all tickets from a specific time range. Individual entries can be sorted by time range, department, channel and agent. Tag Report can be exported to a CSV file
LiveAgent offers a report of fulfilled and missed SLAs from a specific time range and department.
LiveAgent offers a log of fulfilled and missed SLAs from a specific time range and department. Individual entries can be sorted by Requester, Ticket ID, SLA Start time, Department, Agent, Due date, Closed and SLA remaining/overdue time.
Monitor the availability of your agents. See time (date, hours, from, to) when your agents are online. Filter statistics according to departments and communication channels: Tickets, Chats, Calls. Agent availability can be exported to a CSV file.
LiveAgent offers an Agent report of worktime, answered tickets, chats, calls, sales, rewards and more (see all options below) from a specific time range. Individual entries can be sorted by time range, department, channel and agent. Agent Report can be exported to a CSV file.
See what is the most popular way for your customers to contact you. LiveAgent provides you with detailed insights of every communication channel: Email, Live Chat, Call Center, Contact Forms, Feedback Forms, Facebook messages, Tweets... Forget about external tracking applications. Everything is built in!
Reduce your customer support costs and workload by providing offline support portal.
The customer portal stores your knowledge base articles, forum posts and feedbacks from your customers. It supports your customers even when your agents are not online. The look & feel can be fully customized to match your business.
Create categories in your customer portal based on your products, services or types of customers. Add knowledge base articles, forums or feedback boards. Create knowledge base search widgets, and provide customers with easy acccess to your knowledge base articles. Search widgets are customizable, and can be placed anywhere in your knowledge base pages.
Create a LiveAgent powered Forum and build a community with your customers. Each forum entry is transformed into a ticket so your agent can always respond.
Encourage customers to send you new ideas and feedback for future development. Discuss each idea with your customers in an easy to use feedback forum. Do you know what are the most important features for your customers? Let them vote! Clearly communicate the progress of implementation with your customers.
Adding the Search Widget into your website enables your visitors to search in your articles, forums and suggestion boards directly from your website. While typing into the Search widget it shows suggestions of articles in real time.
Allow your support Agents to earn badges and levels when they do actions that contribute to the overall success of your company. Make they everyday work more fun and they will do it better.
Solving customers issues all day long is hard work and your best performing customer support agents deserve to be credited and acknowledged. Badges are given out regularly and levels are gained gradually over time. Get personal and team stats. Gamification is not just about fun, it motivates support team members to work even harder.
Badges create a fun and engaging workplace. With badges, the productivity in the office naturally increases. People love collecting and holding onto rewarding bagdes and try to shake of the negative ones as soon as possible. Helpdesk managers have a simple and quick way to see who is producing the best results, responding to the most customers, selling the most products vs. who is slacking off with long perionds of inactivity.
To make it easier for new agents to determine the skill of other agents and also to have a fun title, we have added levels to agent names. Now you can easily spot the achieved dragon slayer of customer support! There are 12 predefined levels, running from Novice through Apprentice to Professional and Wizard, up to the King of Customer support. Levels are earned and permanent, you cannot loose them for inactivity.
See your personal statistics, like how long have you been online, how many messages you have responded to and a ton of other useful data. Benchmark yourself to others in your customer support. See who beats you in what metric and who is the highest ranking Agent logged in today. Reward your agents based on this statistics, set internal goals and see who's performing accordingly.
LiveAgent offers a complete package of multilingual support.
Let your customer support agents use LiveAgent in a language they prefer. LiveAgent currently supports 39 languagues and new translations are added regularly.
Do you provide support in multiple languages? Setup your chat, contact or feedback widgets in language, that your customers and Agents speak.
Full customer support in your hand with mobile Android or iOS application. Solve tickets and be more productive on the go!
Customer service doesn’t stop when you leave your desk. LiveAgent offers a native iOS app for your favorite mobile device, so you can provide customer service even on the go.
Download a free Android LiveAgent app that lets you stay connected to your website visitors outside of the office. You can chat with your customers anywhere, send quick replies and impress your customers with constant support.