Explaining LiveAgent Features: Excellent Customer Service Solutions For Brands And Businesses

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Live chat app allows you to converse with your clients in real time while they are on your website. It’s short and easy to use, and consumers enjoy it because it’s 100x faster than any other digital service platform.

One of the best live chat app platforms available at the moment for small and medium-sized companies is LiveAgent. LiveAgent blends live chat and email ticketing, allowing you to remain on top of customer service regardless of how you communicate. It has many useful features, such as automatic ticket routing and internal coordination tools. It also provides the ability to sort and prioritise customer messages. LiveAgent also tracks client requests received across various support channels.

Businesses that use advanced LiveAgent features may want to subscribe to pricing plans that enable them to use live chat functions as well as make, route, and receive calls from any phone number.  Furthermore, business owners should subscribe to packages that help them migrate customer service options from their websites to social media pages on sites like Facebook and Twitter.  They also gain access to a customer help platform that is available 24 hours a day, seven days a week, to increase the response times they can provide to their clients.


Important LiveAgent Features

Multi-Channel Ticketing

Despite its popularity, email is not the only customer service platform to consider. When your customers need immediate assistance, they are far more likely to contact you by phone, social media, or live chat. These channels are more direct and are more effective when the consumer is in a rush. How do you manage all of these requests? Omnichannel ticketing is the solution, and it works better when the support desk ticketing system generates tickets for all requests, regardless of the medium from which they are obtained. The LiveChat interface is simple to use and assists the support agents in staying on top of customer messages coming from different platforms. Three buttons at the top of the web app keep you aware of the number of help requests in your account, chat, and phone queues. Tickets and chats are classified as New, Open, or Answered by default, and there are easy bulk options for completing or re-assigning multiple tickets at once.


Ticket Auto-Assign 

Automated ticket distribution is a help desk feature that assigns help desk tickets to support agents automatically based on predefined rules.

Every help desk has its collection of automated ticket distribution rules, such as round-robin, ring to all, random assignment, or maximum utilisation.

LiveAgent assigns tickets to available technicians based on your chosen routing system.


LiveAgent Service Desk

You will provide end-users with access to their support tickets through a self-service portal, allowing them to monitor the progress of solutions and search for outages and other updates.

LiveAgent can assist you in managing all web live chats with end-users, allowing you to have fast solutions without relying on a structured ticket submission system.

Furthermore, inside the customer service solution framework, you can make and monitor service calls (voice or video).

When it comes to LiveAgent, you can create a ticket out of private messages from:

  • Email tickets

  • Telephone calls

  • Chats in real-time

  • Types of contact

  • Facebook/messaging

  • Instagram Twitter

  • Viber Discussion Forums


Complementary knowledge base management

Ticketing is one thing, but implementing a self-service solution for your customers will make your work even more effective. This is why a knowledge base should be a standard component of every help desk system. All support articles and release notes can be managed using LiveAgent’s content management function. Furthermore, some customers may choose to use a knowledge base rather than contact the service representatives. Since not everyone has time for a conversation, a well-designed customer interface can be extremely useful when they need a response right away.

The LiveAgent customer platform includes a knowledge base and a forum. Customers can search there for answers, and if they don’t find what they’re searching for, they can contact a help desk agent through live chat or another channel.


Reporting, Monitoring, And Analytics

Track and calculate support performance with LiveAgent features with numerous monitoring and analytics tools. You will also see which methods your customers prefer to contact you. LiveAgent offers comprehensive insights into all communication channels, including email, live chat, call centre, contact forms, feedback forms, Facebook messages, and tweets. These performance reports would not include the use of an external monitoring app. You can also use LiveAgent’s detailed dashboards to monitor service desk operation in real-time.


Templates for custom email requests

You can set up email templates for your customers and agents in LiveAgent. To address any need or problem, you can use standard request templates or build your custom type. Both of your LiveAgent’s email templates can be formatted as HTML or plain text emails. You can easily edit and style the content of your email templates by using the built-in WYSIWYG editor.


Tracking and management of issues

You can display, check for, update, and communicate with issue task cards in LiveAgent. The ‘To Solve’ button is one of the LiveAgent features that alerts agents to high-priority tickets that must be resolved. The tickets that appear in the ‘To Solve’ Button have either been unanswered for an extended period or are bound to SLAs (service level agreements). The ‘To Solve’ Button, at its heart, ensures that no tickets are forgotten and that no SLAs are missing. Furthermore, LiveAgent turns email submissions of issues and requests into service tickets.

Internal chat in LiveAgent helps you to communicate with your colleagues without the need for a third-party integration or app. The team chat allows you to send instant text messages as well as attachments (all common file types are supported). Furthermore, the contact is available only to you and the receiver of your message.


Continuous Integration With APIs and Third-Party Apps

An API (Application Programming Interface) is a collection of commands that one piece of software can send to another piece of software. API allows you to attach several programmes and resources, as well as automate and influence several tasks. Two distinct pieces of software can “communicate” directly through API.

On the other hand, Zapier also enables you to integrate a wide range of programmes, integrations, and apps with LiveAgent for a more streamlined working experience. LiveAgent interacts with a large number of these to ensure that everyone has access to the information they need to enhance their workflow.

These integrations are intended to enhance your workflow by connecting your help desk to other applications for a more seamless experience. That means you won’t have to move between programmes, receive alerts in your dashboard, or keep track of important updates.