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It features custom text fields, rich-text HTML, ticket filters, help topics, agent collision avoidance, assign...
It features scheduled report, cross department reports, contract management, custom ticket templates, role-based access control...
It features live chats, ticket system and help desk, real-time visitor monitoring, mobile access, multi-website...
It features ticket categories, attachment store, import contacts, canned actions, agent collisions, self-service knowledge base...
It provides various advantages, including 100% cloud, quick deployment, mobile and social platforms, easy scalability...
It features email support, knowledge base, community forums, canned replies, single sign-on, advanced reports, dedicated...
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Good: Affordable pricing plans with downloadable license available for one-time fee. The software is feature-rich with free integration.
Bad: One time fee of $199 to remove branding. Costly startup plans
Overall: LiveAgent Desk offers one of the most affordable help desk software solutions for your business, with three simple pricing plans offered to meet your every need. The pricing plan is set on a per-agent basis, and you can also buy a one-time license for the software.
LiveAgent is a help desk software created in 2007 by QualityUnit, LLC, a software development company based in New York, USA, that focuses on building products to help businesses market their products online. LiveAgent was previously named SupportCenter, before being renamed into its current name a few months after the first launch. In 2015, LiveAgent has been used by more than 10,000 companies for their customer support teams.
There are a lot of ticket management features that come with LiveAgent software. Some of these features include universal inbox, hybrid ticket steam, and automated ticket distribution. Universal inbox includes all messages that come from your customers on various platforms, such as email, chat, social media, and phone. Hybrid ticket steam will allow you to keep track of your customers regardless of the platform that they are using to contact you. The automated ticket distribution provides easy management for your agents to handle a specific load of support tickets that they can handle based on their performance.
LiveAgent provides various live chat features, including real-time chat, proactive chat invitations, and chats overview. With real-time chat, you will be able to chat with your customers real time in your website, without the need to install any chat application or software on their computer. The chat will be made directly from the website with no additional software needed. Proactive chat invitations will invite your website visitors to chat with you in case they have any question in mind. This will give you the maximum opportunity to convert your visitors into customers. Chats overview will allow you to see your website visitors in real time and you can manually invite them to chat with you.
With in-depth reports, you will be able to measure your customer satisfaction, as well as analyze the performance of your customer service agents. LiveAgent offers various reporting features, including analytics overview, agent ranking overview, and performance report. Analytics overview will provide a general analytics for the quality of your customer support, as well as customer satisfaction, usage statistics, and performance reports. The agent ranking overview will give you the analytic for the best performing customer support agent, as well as identifying the ones who provide poor customer service quality. Performance reports will provide the full performance report for all of your customer support agents.
You can help your customers by creating useful resources that will help them find the solution for their problems even without contacting your support team. Offline support portal features include customer portal, knowledge base, forum, and feedback and suggestions. Customer portal helps your customers to find the solution for their problems by searching the knowledge base, forum, and user feedback. The knowledge base will store all the information regarding your product, including FAQ and help and support questions. The forum will allow your customers to interact with each other and build a community around your business.
Gamification allow your customer support agents to solve customers’ problems in a fun way. It will provide rewards and badges, as well as level for each agent. Every time an agent can successfully help solve customers’ problems, he will receive a badge and reward, which in turn increase their level. Then their levels will be posted in the Leaderboards in order to see which agent is the best.
LiveAgent software is available in various languages, and the widgets can be adapted into the native language of the user. This gives the LiveAgent users the best personalization for the software, and help them to use the software more easily.
With a simple and affordable pricing plan, as well as a one-time license fee, LiveAgent can be the best help desk software that you can use for your business. With a lot of features that you can use, you will be able to communicate with your customers even more easily, quicken your response time, as well as gives way for your customers to contact you from any platform that they choose.