LiveAgent Omnichannel Customer Service Platform

What is LiveAgent?

LiveAgent provides a comprehensive help desk solution designed to streamline customer communication across multiple channels. It consolidates interactions from email, live chat, phone calls, social media platforms (including Facebook, Twitter, Instagram, WhatsApp, and Viber), and contact forms into a unified dashboard. This integration helps support teams manage inquiries more efficiently and ensures consistent service delivery.

The platform incorporates various tools to enhance customer support operations. Key functionalities include an advanced ticketing system for managing customer requests, feature-rich live chat software for real-time website assistance, a built-in call center with IVR and call recording capabilities, and a customizable knowledge base for self-service support. Additionally, LiveAgent leverages Artificial Intelligence through its AI Chatbot for automated query handling and an AI Answer Assistant to aid agents in composing responses, aiming to improve response times and agent productivity.

Features

Omnichannel Help Desk: Consolidates customer communication from various channels (email, chat, phone, social media) into one platform.
Advanced Ticketing System: Manages customer inquiries efficiently with features like ticket routing, merging, splitting, custom fields, and automation.
Live Chat Software: Offers real-time website chat support with proactive invitations, chat widgets, and mobile compatibility.
Built-in Call Center: Provides call center capabilities including IVR, call routing, call recording, and video calls.
Knowledge Base Management: Enables creation and management of self-service articles, FAQs, and customer forums.
Social Media Integration: Connects with Facebook, Instagram, Twitter, Viber, and WhatsApp for direct customer interaction.
AI Chatbot: Automates responses to simple customer queries using knowledge sources.
AI Answer Assistant: Helps agents craft email replies using AI (powered by ChatGPT).
Reporting & Analytics: Provides insights into agent performance, channel usage, customer satisfaction, and more.
Integrations: Connects with over 200+ third-party tools and services.

Use Cases

Managing customer support across multiple channels (email, chat, phone, social media).
Improving customer service response times and resolution rates.
Providing self-service options through a knowledge base and customer portal.
Handling inbound and outbound calls within a customer service context.
Automating responses to common customer inquiries using AI.
Monitoring customer interactions and agent performance.
Streamlining communication for sales and support teams.

FAQs

What channels does LiveAgent support?

LiveAgent supports email, live chat, phone calls (call center), social media (Facebook, Instagram, Twitter, Viber, WhatsApp), contact forms, and a customer portal with a knowledge base and forum.
Does LiveAgent offer AI features?

Yes, LiveAgent includes an AI Chatbot to handle simple inquiries and an AI Answer Assistant (powered by ChatGPT) to help agents draft email responses.
Is there a free trial available?

Yes, LiveAgent offers a 30-day free trial for its paid plans, with no credit card required.
Can LiveAgent integrate with other tools?

Yes, LiveAgent integrates with over 200 applications, including CRM systems, e-commerce platforms, communication tools like Slack, and more.
Is LiveAgent suitable for startups?

Yes, LiveAgent offers a special deal for startups and emphasizes its quick setup time.