A is an interaction with a customer, such as telephone or customer service desk

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Service desk software for a better customer experience

Managing customer requests can be challenging, especially if you are talking to your customers across multiple communications channels. That’s where a service desk software can come in handy. It streamlines all of your customer interactions into one place, which makes it easier for your team to deliver amazing customer service experiences.

LiveAgent is fully-featured service desk software that uses a ticketing system to combine all of your service desk processes. Using this software your team can easily collaborate, keep track of customer queries, and build long lasting relationships with your customers.

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Why you need service desk software

The most important factor in building a positive relationship with your customers is clear and effective communication. Today, customers want to interact with your brand across all channels: not just telephone and email, but also live chat, social media, and SMS. Managing customer interaction across all of these channels can be a challenge, especially within a large customer service team. Emails can get lost, or staff can become confused by the same customer query appearing across several channels.

Service desk software like LiveAgent integrates all of these channels into one. It offers an all-in-one solution that combines your help desk, live chat, call center, and social media platforms. This makes it much easier to manage your help desk and allows you to serve your customers better.

Why you need service desk software

Service desk software aims to solve a number of common problems:

Late replies

Replying to customers in a timely and effective manner is another huge challenge for contemporary businesses. Replies that are too late can easily sour your reputation with your customers.

Security

As a cloud based system, service desk software comes with a number of important benefits, including significantly safer security measures. This is because instead of being stored on physical hard drives, data is stored on Internet.

Difficulties collaborating

Because customer interactions are typically spread over a large number of channels, it can be difficult for customer service staff to collaborate. Service desk software makes working together easy, because all of your staff can see exactly what is happening with each request.

More reasons to start using a service desk software

Without a shared system for managing customer communication, it’s extremely difficult to assess how well you are serving your customers. Moreover, the system allows you to quickly see what you are doing right, and where you need to improve. 

Performance Management

With LiveAgent, you can monitor all the messages flowing between your team and your customers. You can easily spot issues, and reward staff that give your customers excellent service.

Industry Solutions

Service desk software are ideal for businesses of all sizes and industries. Utilize it in: 

-Ecommerce & Services

-Travel & -Accommodation

-Marketing & Telco

-Entertainment

Multi-channel communication platform

LiveAgent is a multi-channel service desk software. It uses a unique ticketing system that tracks customer queries, regardless of the communication channel they occur on. This allows your customers to contact you in whichever way they feel most comfortable, and ensures that your team will never lose track of customer requests. It also allows your staff to quickly and easily swap between different communication channels, so you can stay in constant contact with your customers.

If your customers want to contact you via your call center, over live chat, or through email, LiveAgent has you covered. It even includes social media, so your staff can continuously monitor every way that your customers are interacting with your company.

LiveAgent combines excellent live chat, ticketing and automation that allow us to provide exceptional support to our customers.

Advanced features

We’ve built LiveAgent with customer satisfaction in mind. The software offers a suite of tools for managing your service desk, integrated into one interface. 

Our service desk software also represents great value for money, especially given the dramatic impact that improved customer satisfaction can have on the profitability of your brand.

The best value for your money

We’re very proud of the ratings that reviewers have given to our service desk software. LiveAgent is rated as the number 1 choice for service desks by more reviewers than any other solution.

Mobile help desk application

When it comes to service desk software, constant communication is key. LiveAgent allows your staff to interact with your customers over many channels, and through both desktop and mobile apps.

Our dedicated, native app for both Android and iOS integrates seamlessly with your desktop client, and allows you to serve your customers even when staff are based remotely.

Fully multilingual

The best service desk software should allow you to communicate with your customers in the language that they feel most comfortable with. LiveAgent offers full multilingual support for more than 40 languages.

This means that your staff can use their native language when responding to customer queries and requests, and that your customers can seek help in their own language.

Features you need

Without service desk software, managing customer interactions can become overwhelming. LiveAgent is designed to give your company a set of key tools to simplify workflows, manage multiple communication channels, and ultimately improve your relationship with your customers.

Through LiveAgent, you can instantly swap between different forms of customer communication without losing sight of the big picture. You can automate frequent and time-consuming tasks, and tailor the feel of your service desk to the needs of your sector by building unique contact forms and bespoke support centers. However, this is just the beginning, and we are constantly improving our service desk software. We have already built more than 179+ help desk features, and more than 40 integrations.

Over 21,000 Businesses Can't Be Wrong

We’re very proud to have worked with some of the biggest companies and brands in the world, but we also take pride in having helped more than 20,000 small businesses to improve their service desks.

Check out our success stories and testimonials to see how LiveAgent can help you to manage your service desk more easily.

LiveAgent adapts to your business

The best service desk software adapts to your business, so naturally, LiveAgent comes with advanced customization features.

Using our software, you can build a service desk solution that is right for both your customers and your sector. You can also use our service desk software to adapt, change, and increase the capacity of your service desk as your company grows.

Service desk software aims to directly address one of the major challenges facing businesses today. With so many communications channels open to your customers, from email to social media, it can be extremely difficult to keep track of customer queries and requests.

LiveAgent uses a ticketing system to combine all of your customer interactions into one place, allowing your staff to seamlessly manage and respond to your valued customers across multiple channels.

Service desk software is typically built as SaaS – software as a service – because this business model offers you the maximum amount of flexibility and scalability when it comes to managing your service desk. Software of this type also makes use of cloud storage to ensure that your staff have instant access to all of the data that they need to deliver amazing customer service.

How to choose the right service desk software

There are plenty of different service desk software to choose from, but they are not all created equal. As when making any kind of investment decision for your business, you need to carefully consider the key features you need from your service desk software.

Some of the biggest factors to consider when choosing customer service software are the variety of channels that a piece of software allows you to use, the security of the software, as well as the features that are offered.

Customer success software comparison

Ultimately, choosing the right service desk software for you will depend on the sector, size, and specific needs of your business. 

That being said, we’ve built LiveAgent to be as agile as possible, in order to allow businesses of all sizes and industries to improve their customer communications. That’s why LiveAgent is used by some of the biggest brands in the world, and why more than 20,000 small businesses trust our software to manage their service desks. 

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FAQ

What is Service Desk Software?

Service desk software is an incident management software that detects and supports service desk providers to help customers with their inquiries.

What are the benefits of service desk software?

The benefits of service desk software are; smooth employee workflow, improved customer experience, and efficient response time.

What's the difference between the help desk and service desk?

The help desk and service desk are often used interchangeably. However, there is a slight difference. Both, help desk and service desk focus on IT incident management. But the main difference is that the service desk provides more tools for your agents, such as Knowledge Base or Reporting tools.

Is an interaction with a customer such as telephone or customer service desk?

What is an interaction between the customer and the service provider?

What is meant by customer managed interactions quizlet?

What is an important goal for any customer service interaction quizlet?