Since LiveAgent offers so many ways for a customer to get in touch with you, it is easy for you to worry
that data from tickets across platforms (chat, email, voice, feedback forms or twitter) will be difficult to collate. However, LiveAgent will actually make it so that your agent sees all the data from each ticket in the same way so that regardless of how the ticket was started, and the journey it took, your agent will have all the data they need.
For example, a customer goes and creates a ticket from contact form. Your agent then answers the email but the customer comes back and asks more questions via chat. Now, you might be worried that because three different platforms are used, the tickets will be separate or difficult to put in order, but no. LiveAgent
will have chronologically sorted all support requests, into one ticket, so that whichever agent is working on this will see all the information – from the first contact form onwards – in their console.
This allows for the most efficient management of the emails, chats, phone calls and conversations your agents have with your customers while making sure that no customer communication is lost or ignored by your agents.
zoom