LiveAgent - Deeper Visibility With Time Tracking Technology

LiveAgent Platform for Exceptional Customer Support

LiveAgent CRM software converts all contact entering an entity into an active "ticket." Tickets are used as communication threads between clients and support agents. It includes all email, live conversations, telephone calls, Facebook posts and tweets, and customer-related details.

If you contact the organization, your correspondence turns itself into tickets, each with its reference number (ID). If new tickets have arrived, one can get notified and log in to the LiveAgent portal to communicate the problem status or order.

Features Of LiveAgent

Effective Collaboration

Help desk functionality provides a customer demanding ticket processing system; logged, arranged, and queued for fast and effective resolution. A ticket reflects a thread of contact between an undertaking and a client. Tickets for desks store all incoming customer support software correspondence (emails, telephone calls, live chat posts, social media) and internal agents' notes and other details on a single customer problem. Supporting agents will access the entire past of all communications to react more efficiently and independently.

Automatic Ticket Generation

If someone is sending a ticket, it must be routed to the agency or individual in question. Although this should be accomplished manually, delays in reaction or significant difficulties can be solved. Help desk software automation capabilities mean that support agents can efficiently handle vast consumer queries without impacting consistency and resolution time. Ticket allocation and priority classification will typically be programmed depending on the configured criteria like the origins of the ticket, the topic, and the ticket type. Automation generally means that tickets are passed to the correct agent and that the workload is streamlined and efficiency increased.

SLA Desk Management

An SLA (Business-Level Agreement) is a service provider-customer commitment. It determines the quality standard that a provider is supposed to deliver; time to respond first or time to fix the issues. The use of SLAs on your desk means that the employees always provide service goals.

Social Media Plug-ins

Various help desk suppliers are incorporated with Facebook and Twitter, the two popular social media sites. With the introduction of social media platforms, service organizations can access, track, and control customer interactions directly from the help desk app on Facebook and Twitter. If Facebook includes new updates, posts, or comments, the agents will be alerted and will reply automatically, if necessary. Similarly, if your Twitter brand is listed through new messages or tweets, agents can consider it as tickets and will answer when needed.

Alternatives

Therefore, consumers are never waiting too long to be replied to. Also, it helps hold the support staff responsible, as supervisors quickly recognize agents who breach SLAs and take action to improve them. Freshdesk customer tools and JustCall minimize our duties. Now is the time to use technology.