The concept of customer service has expanded in the last decade. Before, customer service used to be all about human interaction. However, with the rise of e-commerce, businesses had to adjust their customer service strategies. With tons of incoming tickets from social media and live chat, automation and chatbots were put to work.
Even though automation and chatbots are very cost-efficient and save you tons of time when it comes to answering customer queries, it’s important to preserve the human connection that customers crave, but chatbots can’t provide. How? Check out our fail-proof tips that’ll improve your customer service.
Passing data through the machine...
Customer service is the support and service you provide to your customers before, during, and after a purchase. As a customer support agent, it’s extremely important to be knowledgeable, willing, and understanding throughout the whole support process. Your customers need to feel valued every step of the way.
When it comes to improving customer service, it’s important to sit down and ask the hard questions. Are your customers satisfied with your product and the level of service you’re providing? Often times companies think that they’re providing great service, but their customers don’t agree. So how can you find out if your customers are happy with your business? By measuring the metrics that matter the most: CSAT, NPS, CES and FRT.
You should aim to have a CSAT score of 80% or higher, however, satisfaction scores can vary from industry to industry. Even though CSAT is a good indicator of how well your business is doing, you should also measure NPS, CES, and FRT to get a complete overview of your service. By tracking the metrics you’ll be able to identify areas of improvement and improve your customer satisfaction.
Customer satisfaction scores let you know how satisfied customers are with your products and service.
Net promoter scores showcase how likely customers are to recommend your business to others.
The customer effort score calculates how easy or hard it is to interact with your company.
71% of consumers state that they feel frustrated when a shopping experience is impersonal.
90% of customers expect consistent interactions across all communication channels.
64% of customers expect to receive real-time assistance regardless of the customer service channel they use.
We offer concierge migration services from most of the popular help desk solutions.
A help desk system allows you to store and access important information about your customers, with which you can create personalized responses to customer queries.
Offer customer support 24/7 through self-service knowledge bases. Fill them up with how-to-articles and FAQs, or build a community forum where your customers can help each other out.
A great method for continuously improving your customer service is to collect customer feedback and analyze your agent’s performance.
Help desk software can help you provide fast and convenient support through live chat, call center, and knowledge base functionalities, as well as social media integrations and automation features.
Connect all your communication channels (phone, email, social media, live chat, customer portal) with LiveAgent. Whenever you receive a new query, it will be automatically pushed into our system and stored as a ticket.
From there, you can manage, monitor, and respond to all tickets. The universal inbox is filled with tons of features that make ticket management easy such as automation features, tags, departments, and more.
Create stunning knowledge bases with our “What You See Is What You Get” editor. Our software lets you create multiple knowledge bases, both internal and external. Fill them up with how-to-articles, videos, feedback and suggestion boxes, forums, or FAQs.
Our built-in CRM keeps your customer’s data available at your fingertips. Every time you answer a ticket, your customer’s past interactions, purchases, and data are all available for you to view. Edit the info with ease while you chat or call with your customers through our native live chat and built-in call center.
Utilize our robust data analysis and reporting features. See usage statistics, evaluate performance reports, and learn from customer satisfaction ratings. See who is interacting with your company and monitor the service they’re receiving.
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I first tried out Zendesk but after hours of configuration and understanding the price model i realized that it was not for me. Instead I started using LiveAgent and must say I’m so far very satisfied. The system got exactly the right amount of configuration that I want and I have not yet found something that is not possible to do. The support itself is great and usually answer your questions in a couple of minutes.” Erik
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“We switched to this system after many years of using ZenDesk. The functionality is awesome: contact forms, live chat, databases, integration with social networks – all in one service and all these modules are well thought out and competently interact with each other. I liked that the service works stably even on mobile platforms (after ZenDesk this is a huge plus for us).” Olga
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LiveAgent has been the most reviewed and #1 rated help desk software for small businesses in 2019-2020.
Over 21,000 businesses across various industries have chosen LiveAgent for their customer support needs.
With 180+ features, 40+ integrations and endless customizations, the tool easily adapts to your business requirements.
Fully cloud-based, secure, easy to set up and use. Get started with LiveAgent in minutes.
LiveAgent is an advanced help desk system that can help you improve your customer service and conversion rates at the same time. Our software is competitively priced, and a steal considering the vast amount of functionality it offers. Try LiveAgent today, no credit card required.
Do you know what Huawei, BMW, Yamaha and O2 have in common? You guessed right… LiveAgent!
LiveAgent is a powerful help desk software that helps you handle customer requests from multiple channels effectively and efficiently from one interface. Moreover, it integrates with your website and social networks. Thus, you can attract new customers, increase your conversion rates and improve your overall customer service.
LiveAgent business benefits include increased customer satisfaction, customer retention, customer loyalty, and reduced churn rate, other than improved customer service.
3CX call center software review
LiveAgent's call center software has received positive reviews, but the 3CX version falls short in certain areas such as outbound calling and call quality. Common issues are connectivity problems and poor call quality, which can be resolved by checking network connection and bandwidth, as well as using the latest hardware and software versions. Call center technology is dominated by cloud-based solutions, and there are different options available depending on business needs. Best practices for call center software include integrating software and preparing call center scripts for agents.
Searching for the right Genesys alternative?
LiveAgent is a help desk software that integrates multiple communication channels into one inbox, including email, social media, and instant messaging. The software offers a reliable ticketing system and tools for customer segmentation, automation, and gamification. LiveAgent is affordable and offers a variety of plans depending on the company's size and needs. Customers can choose to use LiveAgent as a knowledge base software, call center, or ticketing system. Many companies have switched from ZenDesk to LiveAgent due to its affordability and advanced automation features.
Call center alternative for sales and support
LiveAgent is being promoted as the best call center alternative on the market with no setup fee, 24/7 customer service, and a 14-day free trial. Their thorough comparison of popular call center alternatives includes features and customer ratings to help businesses find the right solution. The text also offers a free trial for 7-30 days with no credit card required.
Looking for a Gorgias alternative?
LiveAgent is being touted as the best alternative to Gorgias for help desk software. The software boasts features such as customer service available 24/7, no credit card required, and the ability to cancel anytime. The free trial period for LiveAgent is either 7 or 30 days depending on the type of email used to sign up. The software is used by many and offers integrations with Shopify, Instagram, Facebook Messenger, and Twitter. LiveAgent claims to be the right omnichannel software for customer service needs.
Looking for a Customerly alternative?
LiveAgent is presented as the best alternative to Customerly for those looking for a new customer support software. It offers a wide range of features and integrations, including email, live chat, social media, knowledge base, and call center support. The platform is easy to set up and provides an intuitive interface that guides users through the process. With a free trial available, LiveAgent allows users to experience its benefits without any setup fee, credit card requirement, or long-term commitment.
Looking for a Kayako alternative?
LiveAgent is touted as the best alternative to Kayako. With a hybrid ticketing system and a sleek universal inbox boasting over 179 help desk features and 40+ integrations, LiveAgent offers great customer service. Migrating from Kayako to LiveAgent is easy with a free 5-minute assisted migration. Try LiveAgent for 7 or 30 days for free with no setup fee, 24/7 customer service, and no credit card required.
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