What is LiveAgent ?
LiveAgent is a great type of call center software that promises to provide you with one of the fastest chat widget on the market. You will reduce customer wait times, the workload of your agents, as well as the time spent on resolving tickets with its customer knowledge base. The solution is best for small and medium businesses in e-commerce, telco, insurance, SaaS, and startups.
There is a really stylish live chat widget, which will enhance personalized real-time support and invite your customers to chat based on the time they’ve spent on your site, location, and visited pages. Additionally, it includes incoming message sneak peek, built-in CRM, and automatic chat routing. The LiveAgent ticketing system is a tool or software that captures, organizes, and manages customer service requests. At its core, the system enables businesses to resolve customer requests (tickets) in a more quick and efficient manner. A hybrid ticket stream is a help desk feature that allows customer support agents to follow a customer’s ticket resolution journey across multiple channels in the same ticket thread. For example, if a customer starts a conversation on live chat, but later on follows up by email or phone, all three interactions will be accessible within the same ticket stream.
You can also improve your customer’s satisfaction by decreasing hold times. The solution will save your time by managing all customer messages in one app. It allows to keep track of all conversations, integrate your favorite tools, automate repetitive tasks, work as a team, and make better business decisions based on real data insights. There is a universal inbox is a unified inbox that enables you to access all your messages from one place. The inbox can fetch and streamline emails, phone calls, social media messages, knowledge base tickets, and live chat messages into one dashboard, making it a must-have tool for customer support departments.
LiveAgent is committed to privacy, security, compliance, and transparency. This approach includes supporting their customers’ compliance with EU data protection requirements, including those set out in the General Data Protection Regulation (GDPR), which became enforceable on May 25th, 2018.
Their users are protected by two-factor, authentication, HTTPS encryption, secure credential storage, API, and spam filtering. 2-Step Verification adds more security to your LiveAgent account. When you have 2-Factor Authentication enabled, any attempt to log into your account must be accompanied by the code that you generated in Google Authenticator app. 2-Step Verification can help keep unknown people out, even if they have your password. All LiveAgent hosted accounts run over a secure connection using the HTTPS protocol. HTTPS is the secure version of HTTP, the protocol over which data is sent between your browser and the website that you are connected to. It means all communication between your browser and LiveAgent is encrypted, including your chat and email communication.
LiveAgent has a free version and offers a free trial. There are several subscription plans:
- Ticket: $15/agent/month;
- Ticket + Chat: $29/agent/month;
- All-inclusive: $49/agent/month.
There are also two self-hosted licenses:
- Downloadable: $11,950 – 20 agents included, +$690 for each additional agent.;
- Enterprise: $34,950 – 50+ agents.
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