LIVEAGENT – CUSTOMER SUPPORT

Description

LiveAgent is a cloud-based customer support management tool. If you want to provide excellent customer service then you need to use this all-in-one help desk software. Whether you need ticketing, chat, voice or an integration with your other tools such as Gmail, WordPress, Salesforce, Prestashop, Magento, Shopify, Mailchimp, Pipedrive, Squarespace, Jira, Slack, VIber, Twitter, Facebook, Feedbacks, Video calls, Contact forms and Zapier, then this is the tool you need to get.

FEATURES:

Ticketing

  • Universal inbox
  • Ticketing
  • Hybrid ticket stream
  • Automated ticket distribution
  • Rules
  • To Solve Button
  • Time rules
  • Responsibility
  • Departments
  • Time tracking
  • Tags
  • SLA
  • Business hours
  • Contact groups
  • Contacts
  • Internal tickets
  • Agents
  • Contact fields
  • Companies
  • Ticket fields
  • Mass actions
  • SPAM filters
  • Pause
  • Filters
  • Notes
  • Merge tickets
  • Email templates
  • CRM Ticket/Customer insights
  • Canned message
  • Predefined answers
  • Attachments
  • Copy and paste images
  • Export tickets
  • Email forwarding
  • Search and replace
  • Split tickets
  • Email notifications
  • Slack notifications
  • WYSIWYG editor
  • Online ticket history (URL)
  • Multiple ticket tabs
  • Agent collision detection
  • Agent ranking
  • Contact forms
  • Contact form gallery
  • GIFs in tickets
  • Sounds
  • Audit log
  • Tickets export

Live chat

  • Real-time chat
  • Proactive Chat invitations
  • Chat button
  • Chat button gallery
  • Chat button animations
  • Chat invitation gallery
  • Chat window docking
  • Chats overview
  • Chat history
  • Online visitors
  • Chat distribution
  • Real-time typing view
  • Chat embedded tracking
  • Max queue length
  • Internal chat

Call center

  • Website Visitor Tracking
  • Video call
  • IVR (Interactive Voice Response)
  • Automatic Callback
  • Internal calls
  • Call transfers
  • Unlimited call recordings
  • Call button
  • Call routing
  • Supported call devices
  • Softphones

Social media help desk

  • Facebook
  • Twitter
  • Instagram
  • Viber

Customer service reporting

  • Analytics overview
  • Performance report
  • Agent ranking overview
  • Tag reports
  • SLA compliance report
  • SLA log report
  • Agent availability
  • Agent report
  • Channel report
  • Department report
  • Time report

Customer Portal

  • Knowledge base
  • Internal knowledge base
  • Multi knowledge base
  • WYSIWYG editor for articles
  • Attachments in articles
  • Forum
  • Feedback and Suggestions
  • Search widgets

Gamification in Customer Service

  • Rewards and badges
  • Levels
  • Benchmarks and leaderboards

Mobile help desk apps

  • Android and iOS

Integrations

  • API
  • Zapier
  • Email marketing
  • Billing management
  • eCommerce
  • CRM
  • CMS
  • Project management
  • Collaboration tools
  • Migration plugins

Help desk security

  • Ban IPs
  • HTTPS encryption
  • 2-step verification
  • Password validator and audit log
  • Multiple data centres
  • GDPR

RELATED ARTICLES

Here’s a list of articles I’ve written regarding this tool:

PRICINGS

Please note that prices may change at any time. These were/are the current prices but always check the website for the latest prices.

VIEW LATEST PRICINGS

Live Agent Pricings

Free

  • 7 days ticket history
  • 1 chat button
  • 1 phone number
  • 1 email address
  • Basic reports
  • Customer portal + forum

Ticket $15/agent/month

  • Unlimited ticket history
  • Unlimited email addresses
  • Advanced reporting
  • Customer portal + forum
  • API + integrations
  • Rules and Time rules
  • Customer Service
  • White Glove Setup

Ticket + Chat $29/agent/month

  • Unlimited chat buttons
  • Feedback management
  • Real time visitors monitor
  • Proactive chat invitations
  • Chat satisfaction surveys
  • Social networks*
  • Time tracking*
  • Audit log*

All-inclusive $39/agent/month

  • Call center support
  • Video call
  • IVR
  • Call routing and transfers
  • Hardware IP phone
  • Unlimited call recordings
  • All starred services from previous packages are free in this package
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