LiveAgent is comprehensive customer support (CRM) software that helps businesses improve operational efficiency, increase customer satisfaction and boost sales. This software offers many powerful features to help you effectively manage customer support requests from various channels.
LiveAgent: Complete Customer Support Solution
Multi-Channel Support
LiveAgent allows you to interact with customers through a variety of channels, including email, live chat, phone, social networks and forums. This helps you provide comprehensive and convenient support to your customers.
With LiveAgent's omnichannel support, you can:
- Respond to customer support requests through various channels
- Effectively monitor and manage conversations with customers
- Ensure that customers receive quick and consistent responses, regardless of the channel they contact
In addition, LiveAgent also provides a call forwarding feature to ensure that customers are always connected to the right support staff, helping to increase customer satisfaction.
Ticket System
LiveAgent uses a ticket system to effectively manage customer support requests. When a customer submits a request, the system automatically creates a ticket and assigns it to the appropriate support agent. Employees can easily track the status and resolution progress of each ticket.
With LiveAgent's ticket system feature, you can:
- Manage all your customer support requests in one centralized place
- Monitor and assign work to support staff effectively
- Ensure that customer issues are resolved quickly and completely
In addition, LiveAgent also provides a service quality assessment feature, helping you continuously improve the quality of customer support.
Automation
LiveAgent integrates many automation features to help you increase the efficiency of your customer support team. These features include:
- Automatically reply to emails: LiveAgent can automatically reply to customer emails with appropriate content, saving time and manpower.
- Automatic classification: The software can automatically classify support requests based on content and assign them to the appropriate support staff.
- Automatically assign tickets: LiveAgent will automatically assign tickets to the appropriate agents based on the rules you set up.
- Automatic Forwarding: The software can automatically forward tickets to the appropriate support staff when needed.
With these automation features, you can reduce the load on your customer support team and improve response speed and quality.
Report
LiveAgent provides detailed reports to help you monitor your customer support team's performance. Reports include:
- Effective reporting: Track metrics like number of tickets, average response time, customer satisfaction, etc.
- Agent reports: Review each agent's performance, including number of tickets resolved, response time, etc.
- Channel reports: Analyze traffic and effectiveness of each customer support channel.
With these reports, you can:
- Evaluate the performance of the customer support team
- Identify areas that need improvement
- Make management decisions based on real data
This helps you continuously improve the quality of your customer support service.
Customer Portal
LiveAgent offers a customer portal feature, allowing customers to resolve simple issues themselves without needing to contact support. This brings many benefits:
Reduce Support Team Load
When customers can resolve issues themselves through the portal, the number of tickets sent to the support team is significantly reduced. This helps the support team focus on more complex issues and provide higher quality service.
Increase Customer Satisfaction
Customers often want to quickly resolve issues themselves without having to contact support. LiveAgent's portal allows them to do this, increasing customer satisfaction and experience.
Cost savings
When customers can solve problems themselves, businesses will save on human resources and operating costs of the customer support department.
Increase Operational Efficiency
With the customer portal feature, businesses can provide useful solutions and instructions, helping customers quickly solve problems themselves. This not only increases customer satisfaction but also helps improve business performance.
Customer survey
LiveAgent integrates a customer survey feature, helping you easily collect feedback and reviews from customers. With this feature, you can:
Create Surveys Easily
LiveAgent provides a simple survey creation tool that allows you to design and deploy surveys quickly.
Collect Customer Feedback
You can send surveys to customers via email, chat or other channels to collect feedback and reviews.
Survey Data Analysis
LiveAgent provides survey data analysis tools, helping you better understand customer satisfaction levels and areas for improvement.
Improve Customer Service
Based on customer feedback, you can identify issues and implement measures to improve customer support.
With LiveAgent's customer surveys feature, you can gather valuable feedback to continuously improve your customer experience.
Knowledge Management
LiveAgent provides knowledge management tools that help you create and manage a comprehensive knowledge base to support customers effectively. With this feature, you can:
Content Creation and Management
You can easily create, edit, and manage knowledge base articles, guides, FAQs, and other content.
Content Classification
LiveAgent allows you to categorize content by topic, product or any other criteria, making it easy for customers to find and access the necessary information.
Integration with Support Channels
The knowledge base can be integrated into customer support channels such as self-service portals, live chat, and email, making it easy for customers to access support information.
Improve Support Efficiency
When customers can find the solutions and information they need in the knowledge base, the number of support requests sent to support is significantly reduced. This helps the support team focus on more complex issues and provide higher quality service.
Pricing and Feature Plans
LiveAgent offers a variety of pricing plans to meet the needs of different businesses:
Pricing package for business
| Plan | Price | Users | Features |
|---|---|---|---|
| Small Business | $9/agent/month | 1-10 | * Email and chat support * Social media support * Phone support * Ticket system * Self-service portal * Reporting * Automation |
| Medium Business | $29/agent/month | 11-50 | * All features of the Small Business plan * Custom branding * Multi-language support * Advanced reporting * API access |
| Large Business | $49/agent/month | 51-250 | * All features of the Medium Business plan * Dedicated account manager * 24/7 support * SLA compliance * Custom integrations |
| Enterprise | $69/agent/month | 251+ | * All features of the Large Business plan * On-premise deployment * Single sign-on (SSO) * Advanced security features * Custom development |
Pricing packages for businesses
Get 2 months free $69/agency per month billed annually or $85 monthly
Conclude
LiveAgent is a comprehensive customer support solution, providing many powerful features such as multi-channel support, ticket system, automation, reporting, customer portal, customer surveys and knowledge management . This software is suitable for businesses of all sizes, from small to large, and is especially useful for businesses that need to manage multiple support channels, improve operational efficiency and increase customer satisfaction. .
With flexible pricing packages, LiveAgent meets the needs of each business, from basic packages to premium packages, at affordable prices. You can easily experience LiveAgent with a 14-day free trial and receive comprehensive support from the provider.
If you're looking for an effective and easy-to-use customer support solution, try LiveAgent today to improve your business operations and strengthen customer relationships.