LiveAgent - Helpdesk and Live Chat

Complete customer and live support with live chat, multi-channel helpdesk, Facebook and Twitter support, tickets, call center, knowledge base, FAQs and forum.

  • Version 1.0.5
  • Last updated 2016-05-23
  • Compatibility 1.6

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LiveAgent - Helpdesk and Live Chat

LiveAgent - Helpdesk and Live Chat

Complete customer and live support with live chat, multi-channel helpdesk, Facebook and Twitter support, tickets, call center, knowledge base, FAQs and forum.

Live Chat

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.

Real-time chat

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. Live chat 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.

Real-time typing view

View what your customers are typing on live chat in real-time. Have your answers prepared before the customer submits his questions.

Chat history

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.

Proactive chat invitations

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.

Chat button gallery

LiveAgent provides various customizable live chat buttons. Choose from numerous predefined live chat button positions and styles.


Ticket management

Collect communication from your customers, let LiveAgent process it and route it to the right support representatives at the right time.

Automated ticket distribution

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.

Universal inbox

View and answer to 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.

Hybrid ticket stream

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.

Predefined answers

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.

SPAM filters

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.


Social

Facebook

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.

Twitter

Connecting with Twitter enables you to do brand monitoring and respond to tweets that require action. Responses are directly sent as tweets.


Multilingual

LiveAgent offers a complete package of multilingual support.

39 translations available

Let your customer support agents use LiveAgent in a language they prefer. LiveAgent currently supports 39 languagues and new translations are added regularly.

Language adaptable widgets

Do you provide support in multiple languages? Setup your chat, contact or feedback widgets in language, that your customers and Agents speak.


Call center

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.


Reporting

Measure your customer satisfaction rate and see how it increases. Analyze your helpdesk performance, reward the right support representatives and motivate others.

Department report

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.

Agent availability

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.

Channel report

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!


Offline support portal

Reduce your customer support costs and workload by providing offline support portal.

Customer 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.

Knowledge base

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 access to your knowledge base articles.

Forum

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.

Feedback & Suggestions

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!


Gamification

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.

Gamification

Solving customers issues all day long is hard work and your best performing customer support agents deserve to be credited and acknowledged. Get personal and team stats. Gamification is not just about fun, it motivates support team members to work even harder.

Rewards & Badges

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.

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LiveAgent - Helpdesk and Live Chat

LiveAgent - Helpdesk and Live Chat

Complete customer and live support with live chat, multi-channel helpdesk, Facebook and Twitter support, tickets, call center, knowledge base, FAQs and forum.

Documentation

Everything is always under constant change.

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