LiveChat
LiveChat is a platform for building strong relationship with customers. LiveChat accelerate your sales by automating all the tedious tasks....
Categories
LiveChat Consultants
LiveChat Features
Ticket and Case Management
Ticket Creation User Experience
User Experience of creating and submitting a ticket
N/A
Ticket Response User Experience
User Experience of responding and receiving a response
N/A
Workflow
Route tickets based on values of fields, changes to ticket status and time based conditions
N/A
Response Automation
Respond to common requests with standard reply
N/A
SLA Management
Service Level Agreement Management
N/A
Attachments/Screencasts
Documents and files can be attached to the ticket to communicate with customer issues/resolutions
N/A
Ticket Collaboration
Share and collaborate on tickets with multiple customer service representatives
N/A
User Experience of creating and submitting a ticket
User Experience of responding and receiving a response
Route tickets based on values of fields, changes to ticket status and time based conditions
Respond to common requests with standard reply
Service Level Agreement Management
Documents and files can be attached to the ticket to communicate with customer issues/resolutions
Share and collaborate on tickets with multiple customer service representatives
Internal Use
Customization
Archives conversations in a separate location for later reference.
N/A
Conversation Archiving
Enables employees to denote potential customers.
N/A
Lead Development
Establishes a knowledge base for employee reference during conversations.
N/A
Knowledge Base
Provides a central location for help requests, helping employees respond sooner.
N/A
Team Inbox
Allows for the creation of profiles for contacts and customers.
N/A
Customer Profiles
N/A
Archives conversations in a separate location for later reference.
Enables employees to denote potential customers.
Establishes a knowledge base for employee reference during conversations.
Provides a central location for help requests, helping employees respond sooner.
Allows for the creation of profiles for contacts and customers.
Insight
Surveys
Provides opportunity for customers to give feedback through a survey.
N/A
Reporting
Enables administrators to create customized reports reflecting customer satisfaction.
N/A
Visitor Activity
Allows administrators to track visitor activity to understand the research that was done before turning to customer service.
N/A
Help Desk
Provides a knowledge base or other support channel for disparate team members to work together and provide cohesive solutions.
N/A
Provides opportunity for customers to give feedback through a survey.
Enables administrators to create customized reports reflecting customer satisfaction.
Allows administrators to track visitor activity to understand the research that was done before turning to customer service.
Provides a knowledge base or other support channel for disparate team members to work together and provide cohesive solutions.
Communication Channels
Customer Portal
Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents.
N/A
Email To Case
Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket.
N/A
Chat/Live Support
Ability for customer service agents to communicate with customers via live chat to solve problems live.
N/A
Social Integration
Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks.
N/A
Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents.
Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket.
Ability for customer service agents to communicate with customers via live chat to solve problems live.
Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks.
Call Center
Make, Receive, and Record Calls
Make and receive calls directly in the application. Track and record calls for analysis.
N/A
Customer and Contacts Database
Central repository for account and contact information.
N/A
Products and Version Tracking
Central repository for tracking products and product versions customer is using.
N/A
Call Scripting
Provides ability for customer reps to use a script when calling customers for common reasons.
N/A
Interactive Voice Response (IVR)
Automates interactions with telephone callers so that calls can be routed to the appropriate agent.
N/A
Make and receive calls directly in the application. Track and record calls for analysis.
Central repository for account and contact information.
Central repository for tracking products and product versions customer is using.
Provides ability for customer reps to use a script when calling customers for common reasons.
Automates interactions with telephone callers so that calls can be routed to the appropriate agent.