Is it difficult for you to keep track and respond to all your customer inquiries? Customers expect and demand quick customer service communication on multiple platforms. However, customer service management can become disorganized and chaotic when you do not have a quality system.
The ticketing system is a part of every quality help desk software. The ticketing feature inside LiveAgent gathers customer inquiries from multiple communication channels and organizes them into one universal inbox. Thus, you can receive all your emails, social media inquiries/mentions, calls, live chats, and more into one platform.
Agents would then be able to handle customer communication efficiently, preventing lost or unanswered communication. LiveAgent’s online ticketing system is user-friendly, which enables your agents to gain familiarity with it quickly.
Additionally, LiveAgent has developed an online ticketing system to enhance customer service automation even further. For instance, automated ticket distribution, SLAs, automation rules, and more. So, give the ticket management system a chance and provide professional customer service right away.
The live chat feature can help you provide instant customer service to your clients or visitors. LiveAgent offers the fastest live chat service available, and there is no limit to the number of chat buttons you can use. Thus, you can provide support on URLs where visitors need your assistance.
Furthermore, LiveAgent’s live chat has a wide range of smart features. For instance, the Max queue length feature automatically stops showing the chat button once the customer queue becomes too long. Proactive chat invitations is another excellent feature, which can help your help desk staff communicate with visitors before they even request assistance. By providing help beforehand, you can convert your visitors into paying customers.
While we can boast about live chat features all day long, the accurate measure of success is the number of conversions it generates. Therefore, LiveAgent has developed a feature that enables your brand to measure the effectiveness of live chat in Google Analytics. Now it’s time to chat. So let’s get rolling.
A quality help desk platform also includes a call center since customers still want to contact agents via phone. Nowadays, help desk solutions offer more than a basic call center. LiveAgent’s call center has advanced features that enable you to improve the customer experience through the phone tremendously, such as internal calls, video calls, and call buttons.
Moreover, the system offers automation features to enhance customer conversations even more. For instance, IVR, Automatic callback, and Call routing can prevent long waiting times since the customers get routed to the correct department. However, if the line is busy, they can request an automatic callback.
These simple call center automation processes improve workflows while increasing customer satisfaction at the same time. Furthermore, since the call center is an integral part of help desk software, your customer service staff can also view customer data from the CRM integration option inside each ticket.
Overall, LiveAgent created the call center features to provide superior customer communication via phone, utilizing help desk automation features.
A knowledge base is a repository of company-produced information used to assist their customers when their agents are unavailable. Self-service options have become increasingly popular among companies today, since almost 80% of customers prefer to use online resources to find information.
Knowledge bases are excellent for both internal and external purposes. For example, your business can create an internal knowledge base for employee onboarding, updates, or other vital company data. On the other hand, you can create a public knowledge base, so your business can function 24/7 without the need of hiring extra help desk staff.
In addition, LiveAgent also offers multi knowledge bases for companies that would like to differentiate content for multiple brands. Do not wait for your competitors to improve. Instead, create comprehensive how-to guides, manuals, troubleshooting steps, tool description articles, and watch your business improve customer satisfaction, retention, loyalty, and sales in no time.
A forum is another excellent self-service option. Your business can create LiveAgent’s forum for both internal and external purposes. A forum is where people can share their opinions, experiences, suggestions, and more regarding goods or services.
With an internal forum, your agents can resolve work-related issues effectively and efficiently. In a public forum, customers can solve their problems with the help of other customers.
Simply put, customers do not have to get in touch with a customer representative; they can post a question on the forum to find an answer. Sometimes there is already a forum about specific issues, where customers can just read the conversation and troubleshoot it themselves.
Overall, it is an excellent way to enhance your support right away.
A customer portal, or in other words, a self-service portal, is a great way to provide a seamless customer experience 24/7. LiveAgent’s customer portal allows your customers to log in and access/track their inquiries.
Therefore, they do not need to contact support again about the status of their ticket. Customers can also view ticket history and additional information about products/services, which are either in the form of Knowledge base articles or discussed in public forums.
Overall, the self-service portal allows you to create a community that helps each other by sharing tips and tricks, which improves customer satisfaction and brand loyalty.
Help desk software is for any company that wants stellar customer service. In general, specific industries use help desk software the most, such as the auto industry, the entertainment industry, the esports industry, the retail industry, the marketing industry, and the travel industry.
LiveAgent is a web-based help desk solution that virtually any industry can utilize as it was designed to benefit both customers and customer service representatives simultaneously.
The system tracks, reports and automates redundant agent tasks to make their workflow easy and more effective. Consequently, agents are able to provide quality customer service with minimal delay.
Ang IT help desk ay isang department sa isang kompanya o organisasyon na nakatutok sa pagsagot ng mga technical na tanong ng kanilang mga user
Ang customer service help desk ay isang software na tumutulong sa mga customer service team na pangasiwaan ang mga papasok na request at query.
Iba-iba ang mga preference at pangangailangan ng bawat business, kaya iba-iba rin ang uri ng mga help desk software. Ilan sa mga preference na ito ay ang laki ng business, mga function ng customer service, at dami ng customer service agent. Dahil dito, ang ilang halimbawa ng mga nasa market ngayon ay ang cloud-based help desk software, on-premise help desk software, open-source help desk software, at enterprise help desk software.
Ang ticketing system ay isang management tool na ginagamit sa pagproseso at pagtago ng mga customer service request, na tinatawag ding ticket. Dapat ang ticketing system ay madaling gamitin o user-friendly at kayang itago ang lahat ng kinakailangang impormasyon ng user.
Laging napapagpalit ang paggamit sa mga salitang help desk at service desk kahit na magkaiba ang ibig sabihin nila. Ang help desk ay tinaguriang mas naka-focus sa pag-aayos ng bugs habang ang service desk ay tumutulong sa mga service request (request para sa mga bagong serbisyo) at mga request na humihingi ng impormasyon (fx: Paano ko gagawin ang X?)
Ang help desk software ay para sa mga nagnanais makapagbigay ng napakahusay na customer service support sa maraming channel. Gamit ito ng mga solopreneur, maliliit na business, o mga malalaking korporasyon. Iba-iba ang uri ng subscription sa bawat kategoryang ito, kaya makapipili kayo ng anuman ang kailangan o gusto ninyo.
Ang paggamit ng isang help desk software sa inyong kompanya ay magdudulot ng benepisyong tulad ng pagbabawas sa mga gastusin dahil magiging mas epektibo na ang pamamahala ng mga agent ninyo sa mga customer inquiry mula sa iba’t ibang channel. Dagdag pa, dahil ang mga representative ninyo ay gumagalaw mula sa iisang interface na lang, makatitipid din sila ng oras, na siya namang magdudulot ng mas pinahusay na customer experience. Customer satisfaction ang pangunahing layunin ng help desk software. Ang mga nakuntentong customer ay maaaring maging mga loyal na customer, at makapagbibigay ito sa kompanya ninyo ng malaking angat sa kalaban na siyang nais ng lahat sa anumang business.
Bago kayo pumili ng isang customer service solution software, kailangang suriin ninyo ang features ng iba’t ibang help desk option. Narito ang ilan sa mga kinakailangan ninyong hanapin: Automated ticket distribution, SLA, Internal tickets/notes, Ticket CRM, Canned messages, Rules, at Integrations.
Kinakailangan ang ticketing system sa pagbibigay ng mas epektibo at mas tutok na pag-aalaga sa mga customer. Ang pag-aasikaso ng inyong presensiya sa napakaraming email, social media, live chat, o tawag ay ubos-oras at di mabisa. Sa isang ticketing system, nagiging ticket ang lahat ng uri ng komunikasyon na kinakalap patungo sa iisang dashboard lamang. Sa ganitong paraan, nagiging mas epektibo ang pag-aalaga sa mga customer dahil nagkakaroon ang mga agent ng mas malawakang pananaw ng lahat ng communication channel mula sa iisang dashboard lamang.
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