Everything-You-Need Software for Awesome Customer Service

Answer emails, chats, Facebook wall messages, Twitter, feedback, forum posts and voice calls from one integrated environment.

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Live Agent plugs into your e-mail and automatically creates tickets.

Never worry about missing out on an e-mail from your customer again. Every e-mail is automatically made into a ticket that is assigned to the correct department, and lastly to the support agent.

Add multiple e-mail addresses, set routing and filtering rules to streamline your support process. Experience e-mail support done right!

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Boost online sales and generate more leads with Live Chat.

Increase your sales by adding a chat button on your website. Be there for your customers when they have a question for you. Live chat increases conversion rates of visitors to paying customers on average by 23%. Live Agent chat systems allow you to see what your customer types even before he sends the message, allow you to send attachments, see where your visitors are from, transfer the chats to other agents and much more.

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Voice support is built right in.

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. Live Agent uses Twillio for its voice call integrations. Get a 1-800 number for your customer service.

Simultaneously chat with your customers, no need to spell anything over the phone anymore. Your conversations and chats will be kept in one ticket. Build automated call routing schemes with an unlimited number of support agents and departments.

Facebook

Monitor, answer and archive all Facebook wall posts in one place.

Archive your Facebook communication in tickets. Categorize and search your Facebook posts and comments made by your customers. Surprise your customers with lightning-speed customer service on social media. Ticket responses are automatically posted to Facebook in real time.

Manage an unlimited number of profiles and wall pages. Define access to your Facebook pages via Live Agent and restrict your agents from page administration on Facebook.

Twitter

Track brand mentions and keywords on Twitter. Answer tweets from one place.

Monitor all tweets matching your filters and turn them into tickets. Let your agents answer or retweet them directly from your help desk. Backup your Twitter communication in tickets. Easily categorize, add tags and search all tweets related to your company. Manage access to your Twitter accounts, restrict your employees from changing your Twitter account settings.

Manage an unlimited number of profiles and wall pages. Define access to your Facebook pages via Live Agent and restrict your agents from page administration on Facebook.

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Our knowledge base will reduce your customer support costs and workload.

Reduce your customer support costs and workload, improve your overal customer satisfaction by leveraging the power of a Knowledge Base, your customer support self-service. Let your customers find answers to their problems even when your support is offline or overloaded with other issues.

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Start prioritizing new ideas through our 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!

Clearly communicate the progress of implementation with your customers.

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Build a community with your customers and let them interact together.

Offer your customers a forum where they can interact and discuss your products or services. Have an instant overview of your forum by transforming every forum post into a ticket. That way, your support team can answer forum posts just like every other support ticket, the way they’re used to.

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Turn feedback from contact forms into tickets.

By using Live Agent’s contact forms, you will automatically transform every message into a ticket your agents can solve right away! Use a predefined form or create your own and collect additional data about your customers.

Make it happen in 30 seconds

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Support on the go.

Your business needs support even when you\’re not in front of a computer. With Live Agent mobile you can read, reply, transfer and close tickets directly from your mobile device or tablet.

Available on the Appstore

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We are ready for any smartphone.

No matter if you are an iPhone, BlackBerry, Windows or Android user, you can leverage the benefits of Live Agent on all mobile platforms.

See all your ticket filters just as you are used to them from the web app. These ticket filters are identical on all devices you login with.

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Sit on your couch and support with your tablet.

Prefer a bigger screen to work on? No problem, use Live Agent on your tablet. Enjoy all the perks of our mobile app on your iPad or Android based tablet.

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Our interface is easy to use.

Navigating through tickets is a breeze. Literally. Just swipe your finger from the side of the screen and move to the previous or next ticket.

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Answer tickets

Do all the important operations with your tickets on-the-go. Add a note, transfer, close or respond to your customers tickets.

Make it happen in 30 seconds

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Handling Tickets Has Never Been Easier.

Let your tickets be distributed automatically, always know who’s responsible for tickets, define departments for easier ticket management, add tags and transfer rules to your tickets. Don’t be bothered with differentiating support channels by using hybrid tickets.

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What’s a ticket?

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. Live Agent 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.

Handle mail, chat or phone support channels in the same ticket.

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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.

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Leverage our unique 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.

Our automated ticket distribution is one of a kind.

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Routing and Escalation rules

Increase your team’s efficiency through automation. LiveAgent is ready to automate workflows in your help desk with flexible business rules.

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.

The flexibility is yours.

Set ticket ownership and responsibility. Distribute tickets to particular agents.

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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.

Match your organizational structure with our departments.

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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.

Tags & Filters help you organize your tickets and stay on top of them.

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Customer queries are not all the same. You solve a vast variety of problems, questions, and issues every single day. Add tags and setup filters 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.

Tags can be used in a hundred different ways. We let you to decide how to use them.

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Service-level Agreement (SLA)

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.

Business Hours

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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.

For example if ticket is received at 4pm on a Friday, then by 9am on Monday it should be only 1 business hour old.

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Intelligent Spam Filter

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.

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Be Prepared For Your Customers

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 increse the quality of your Helpdesk.

Make it happen in 30 seconds

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A Healthy Dose of Competition

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.

Reward your customer support with Badges.

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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.

Be in it for the long run with levels.

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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.

Get all time statistics and reward the best.

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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.

Make it happen in 30 seconds

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Leverage analytics about your customers and agents.

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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.

Analyze overall performance of your support agents.

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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.

Compare your customer support agents between each other.

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See who has the best performance. Compare custom statistical data like answers/sales or answers/reward ratios. Analyze your most productive agents and let your other agents learn from them. Reward agents with highest sales. Export your data for later use. Choose from various graph types the one which fits you the best.

Capture your customer’s satisfaction after each chat or email.

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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.

Know where the most communication comes from.

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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 !

Endless reporting possibilities

LiveAgent will help you to understand your support process into deep details. It is powered by many reports, which will help you to get specific stats per agent, department, tags, customers, support channel, etc. Do you need own data processing? Easily export export data into csv and later process it e.g. in Excel.

And many more!

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Support customers even when you are offline.

Your customers need your support even when you are not around. Let them get it from your Knowledge Base, your corporate forums, or let them send you a message through a contact form.

Capture and reuse knowledge, encourage customers to help themselves.

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Reduce your customer support costs and workload and improve your overal customer satisfaction by leveraging the power of a Knowledge Base, your customer self-service support. Let your customers find answers to their problems even when your support is offline or overloaded with other issues.

Fully customizable and easy to use web ticket forms.

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By using Live Agent’s contact forms, you will automatically transform every message into a ticket your agents can solve right away! Use a predefined form or create your own and collect additional data about your customers.

Build a community around your business.

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Offer your customers a forum where they can interact and discuss your products or services. Have an instant overview of your forum by transforming every forum post into a ticket. That way, your support team can answer forum posts just like every other support ticket, the way they’re used to.

As You Type Suggestions

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Encourage customers to help themselves and reduce load of support requests. With Live Agent you can offer solution to customer before he will submit a new ticket.

Customer will get always just best matching entries from your knowledgebase, forum or feedback management module.

Make it happen in 30 seconds

Try it free!

Hola! We speak 24 Languages.

Support your customers in a language they speak. Provide them with Live Chat, Knowledge Base, and Community Forum in their native language. Automatically transfer foreign tickets into the appropriate foreign-speaking departments.

Also let your customer support agents use Live Agent in a language they prefer. We currently support 19 languagues and we are constantly improving the translations and adding more languages to the list.

Get a free LiveAgent license!

We are constantly looking for volunteers willing to translate into new languagues or improve the existing translations of Live Agent. In return we offer a downloadable license of Live Agent completely for free. Contact us if you would like to help us improve Live Agent.

Make it happen in 30 seconds

Try it free!

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