LiveAgent Review (2023): Alt hvad du behøver at vide

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Det er ikke et let job at søge efter den rigtige helpdesk-software.

Nogle af dem er prissat for højt, mens andre er belastet med lavere priser, men udvandede funktioner. Da kundesupport er så stor en del af e-handel, er det vigtigt at finde det rigtige værktøj til din virksomhed.

Vi snuble for nylig LiveAgent, som faktureres som en helpdesk-software til fremragende kundesupport.

We find it rather intriguing, because not only do you get standard tools like ticketing and live chat, but you’ll see a few other features that are unique to LiveAgent.

It’s equipped with 175+ support features so you’ll be able to link every channel of possible support inputs like fetching emails, Facebook comments, Tweets, contact forms, live chat or phone calls.

Seeing as how so many of our visitors are interested in finding the perfect help desk tool, let’s take a deeper look at LiveAgent to see if it’s right for you.

LiveAgent-funktioner

LiveAgent Billetsalg

billettering

Here’s the part that we all expected, and it’s pretty impressive. The ticketing module is fairly clean and modern, and reference ID numbers are assigned for keeping track of everything. In addition, the ticket phases are logged for reference and for completing the tickets in a reasonable manner. Automated ticket distribution is the big feature, since you want the right tickets going to the right people.

Anyone can transfer right from the dashboard or respond if that’s what is required. Everything seems to be in place here, and I really like the interface.

LiveAgent Live Chat

live Chat

Real-time chatting isn’t always an option with a help desk, but it’s smooth and simple with LiveAgent. The live chat windows are customizable, and you gain access to a few pre-made buttons for users to click on when they would like to chat. Notes can be made in the chats, and sharing files is not a problem either. Four styles are given to begin with, and the customization tools allow for changes like status color, position, visitor message color and border color.

Sammen med ændringsindstillinger til at dirigere chats til de rigtige mennesker, ser de ud til at have denne funktion pænt afstemt.

LiveAgent Call Center

computeropkald

En interessant del af LiveAgent-platformen er, at du kan opsætte et telefonnummer og helt springe over at tale med telefonselskabet.

Angiv dette telefonnummer på dit websted, så kunderne ringer dig op, og det bliver sendt til computeren, som dine repræsentanter arbejder på. Min favorit del af dette er, at du kan ringe og chatte med kunder på samme tid.

LiveAgent vidensbase

vidensdatabase

The knowledge base is one of the easiest ways to cut down on the amount of time you spend on the phones and chats. It allows people to complete their own research, and LiveAgent offers settings for colors, buttons, articles, and icons. It would be nice if they have more than two predefined themes, but the branding really isn’t bad at all.

LiveAgent Social integration

En enkel, men alligevel strålende funktion er den sociale integration. I stedet for at gå til Facebook og Twitter For at se, hvad folk skriver, bringer LiveAgent alle kommentarer, meddelelser og anden kommunikation til dit instrumentbræt. Det konverterer dem til billetter til svar, tilsyneladende fjerner behovet for at gå til de sociale sider, medmindre du har brug for at sende noget.

More Unique Feature You Won’t Find Anywhere Else

videoopkald

Videoopkaldsværktøjet er langtfra en af ​​de fedeste løsninger fra LiveAgent. Det browserbaserede videoopkald fungerer lidt som Skype, hvor du kan dele filer og stadig chatte med personen i den anden ende.

revisionslog

Another interesting feature that’s not available in most platforms is the audit log. This serves as a gigantic historiedatabase, logning af dokumentation for artikler, der er blevet udfyldt af agenter. Derfor, hvis en billet blev håndteret på Facebook, Twitter, offline eller gennem en stemmemeddelelse, vil du være i stand til at gå tilbage og se alle detaljerne. Denne log vil vokse til en stor database, så de har filtrering tilgængelig.

LiveAgent-prissætning

To start off with the pricing, you receive a free 14-day trial to get going and testing out the live chat tool on your own. You don’t have to worry about getting charged here, and it’s a wonderful way to see if LiveAgent is actually going to work for your organization.

Efter forsøget skal du betale for en af ​​de fire planer. Prisen virker rimelig og sammenlignet med andre helpdesk plugins og udvidelser får du adgang til support til flere agenter fra den første plan.

Here’s what they have to offer:

  • Billet - For $ 9 pr. Måned får du support til en agentplads, brugerdefineret domæneparkering, e-mail-support (billetter,) kontaktformularer, et forum og en vidensbase samt iPhone- og Android-apps. Du kan også få en branding gratis grænseflade til yderligere $ 19 pr. Måned.
  • Billet + Chat - For $ 29 pr. Måned får du support til en agentplads, alt hvad der følger med den tidligere plan, live chat, overvågning i realtid af besøgende, chatinvitationer og feedbackadministration. Du kan også få en branding gratis grænseflade til yderligere $ 19 pr. Måned.
  • All Inclusive - For $ 39 pr. Måned får du support til tre agentsæder, alt hvad der følger med den tidligere plan, Facebook og Twitter customer support, call center support, video calling, time tracking, gamification and you don’t have to pay anything to get a branding free interface.
  • Køb en downloadbar licens – If you’d rather pay a one-time fee, they offer one that can be downloaded and installed onto your server starting from $11,950.

I’m not thrilled about the additional cost for a branding free interface, but you do receive 24/7 support and free integration service with each of the plans. It’s also worth mentioning that each plan has a monthly payment if you’d like to add another agent seat.

LiveAgent support

LiveAgent support

The support from LiveAgent is pretty basic, and it’s nice that you can contact them at anytime of the week or day. The 24/7 support includes the submission of tickets, emailing in and calling a support rep. They do offer tours of the software before you get started, and these help out when you’re a little confused when launching.

In addition, the LiveAgent company has a strong presence on social media along with a blog, allowing you to check in on updates and tips for your company. If you’re more into completing your own research, the LiveAgent Support portal and knowledge base is a solid place to start.

Hvem skal bruge LiveAgent?

If you can foot the $27 per month bill and need an impressive help desk tool for managing customer interactions, LiveAgent doesn’t seem that out of reach, even for smaller startups. Priserne vil stige med størrelsen på dit supportteam, men videochatten, den rene grænseflade og callcenteret er nok til, at jeg kan anbefale det til alle med en e-handelsbutik. Du kan starte din gratis 14-dages LiveAgent-prøveperiode ved at klikke her.

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