Are you tired of boring ticketing software? So are we. With LiveAgent, your emails, chats, calls, social media mentions, and other channels will end up in one universal inbox and with the help of advanced automation rules and integrations your customer service nightmare will end with the simple click of the “Sign Up” button.
The ticketing system is a part of a more complex help desk software. The ticket management system collects all the customer communication into one interface. For instance, it gathers customer conversations from multiple channels, such as email, social media, calls, forums, and transfers the communication into tickets.
Thus, when a customer contacts you through a preferred channel, you’ll automatically get an incoming support request in your LiveAgent app. Help desk staff can then answer all customer service requests based on the customer priorities you set in your SLAs. As a result, you improve your task management as well as customer interactions.
LiveAgent’s help desk ticketing system integrates with multiple communication channels and offers nearly 200 features.
LiveAgent is an IT ticketing system software that combines multiple channels such as emails, chats, calls, and social media to provide holistic customer service to your customers. But it doesn’t stop there. LiveAgent offers a customer portal with multi-knowledge base support, forums, and feedback & suggestions. Discover what the most advanced ticketing system has to offer for your organization.
Take a look at the IT ticketing system benefits that will help you provide better solutions for your customers.
Intelligent automation will make your agents’ workflow easier and faster. By setting up the automation rules, you can determine agent work distribution and improve agent response time at the same time.
LiveAgent provides reporting analytics, where you can quickly determine the team’s productivity in a matter of seconds. In addition to that, the analytics overview displays information such as work time, agents, departments, channels, and tags. As a result, the real-time data allows a supervisor to respond to any customer issues efficiently and effectively.
A common issue a lot of companies face is providing cost-effective 24/7 support to their customers. A knowledge base software or a self-service portal can enable your business to provide support even outside your business hours. Simply create how-to guides or step-by-step articles for your clients and gain a competitive edge with LiveAgent’s all-in-one solution.
An internal knowledge base, which is also a part of a ticketing system, ensures your help desk staff provides unified and professional assistance at all times. The internal self-service option can provide a wide variety of information, for instance, news, product information, updates, and policies.
Knowledge management can transform your service instantly. Your customer service reps will make fewer errors and successfully solve almost every customer request.
A support ticketing system is just one part of a complex help desk solution.
Combine all your communication channels into the universal inbox, a smarter version of regular email. Emails, chats, calls, social media posts, and messages from other channels are all accessible from a single place.
No matter where the communication starts or ends, it will always be in the same hybrid ticket. Start chatting with a customer on live chat, follow up via email, and finish the customer support ticket via a phone call. All interactions will be in the same ticket thread.
Speed up the process of replying to customers by preparing the answers to common demands and questions. Save a short reply and make your customers happy by fast response speeds.
Create tickets that are only visible to your colleagues and assign them to a specific person. Use them as reminders, for the creation of tasks, or for making notes for you and your co-workers.
LiveAgent ticketing software automatically tracks and transforms all your customer issues into tickets. Every incoming form of communication is transformed into tickets for better convenience and management. The user interface is adaptable, and intuitive.
70% of customers prefer to look for answers before contacting customer service. In addition to ticketing software functionality, in the same package, LiveAgent offers a fully adaptable Customer Portal with Knowledge Base, FAQs, and Forum. Let customers help themselves by providing answers even when your agents are offline.
In LiveAgent, you can efficiently organize and store any customer data or information. You can easily track contacts, orders, and other necessary data. It is essentially a contact database with additional information. Having all data in one system will enable your support to provide stellar customer service.
A proper CRM supports sales activities, marketing, and customer service departments. Customer relationship management is an important part of every ticketing system. Collecting and storing customer data can influence customer loyalty, customer satisfaction, and CX in a positive way.
No contracts, no hidden fees–month-to-month billing only. Fully transparent pricing, billed only for real usage every month. Select the right plan and start providing the best customer support.
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Make sure your customer service agents always have an optimal workload. Define how many tickets, chats, and phone calls they can handle. Automatically rotate phone duty, set pause times, and let them rest when they need it. Assign tickets in any state to individual agents or whole departments. Set your own rules and criteria for incoming ticket distribution based on ticket parameters, events, or time-based conditions.
A smart ticketing system makes it easy to cover all your customer service needs. Receive, process, and respond to requests with ease to improve relations with your customers.
Simplify your channels
Automate your common tasks
Have clear responsibilities
18% increase in conversion rates
Detailed insights and reports
Smart email ticketing and distribution makes sure no email gets lost or answered twice.
LiveAgent automatically selects the most appropriate agent based on SLA priorities.
Let your agents help each other and answer tickets faster with collaboration features.
According to market research, satisfied customers tend to spend more. Make them happy with LiveAgent!
With LiveAgent, you can easily manage ticket responsibilities, and create a ticket organization method for your IT team or customer service. Change the ownership of a ticket to a different department or even an individual agent. Always know who is responsible for solving each ticket. Never hear that classic excuse “I didn’t know it was my responsibility” again.
A ticketing system enables customer support teams to manage customer queries. The software creates a ticket from every customer interaction and collects relevant information to help solve the customer query.
If you’re looking for the best ticketing system, consider user ratings, functionality, and price. The best ticketing system should have features such as multichannel communication, ticket assignments, workflow automation, reporting and analysis, social media integration, knowledge bases, and gamification features.
When considering which ticketing tool to use, research its price, functionality, and user reviews. Some ticketing tools offer more help-desk functionality than others. For example, LiveAgent is on the list of the top 10 help desk software that provides a virtual call center in addition to multichannel communication, ticket assignments, workflow automation, reporting and analysis, knowledge bases, and gamification features.
A ticketing system is a part of help desk software that allows your company to have all the customer interactions in one place. Therefore, all the communication from multiple channels is gathered in one place, making it easy and efficient to communicate with your website visitors/customers.
In LiveAgent, we provide a free demo and 24/7 support to our customers, so setting up the software is fast and easy. However, the first step is to create an account and choose a preferred subscription. After that, the system will guide you through the setting up process, so in the end, you will have everything set based on your preferences.
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