LiveChat extends its product portfolio by launching HelpDesk, an online ticketing system


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A new product from LiveChat helps companies to seamlessly organize and manage email communication with their customers.

BOSTON, MA – 15 March 2019 – LiveChat, one of the leaders in the online business communication space, launches the fourth product in its portfolio: HelpDesk, an application that enables companies to simplify their team efforts when it comes to running customer service via email.

HelpDesk focuses on simplicity. The product has been equipped with features that are crucial in solving customers’ problems effectively. This know-how was collected by the company while creating Ticketing System features in LiveChat, one of the core functionalities in their chat application that enables website visitors to leave a message when customer service agents are offline.

“Live chat has become increasingly important to how businesses build and scale personal experiences for their customers. However, there are still companies that use email to contact their clients, and clients who prefer to contact the company in this way. We develop our product portfolio in a way to meet almost every need that a company may have,” Mariusz Cieply says.

The long-term idea of HelpDesk is based on helping companies run effortless customer support. This effortlessness will be fueled by automatization which will enable the product to analyze customers’ issues and provide solutions to them.

“In LiveChat’s vision for the customer service future, most companies will make the automation an essential part of their communication strategy. It doesn’t mean giving up personalization, but using this technology in a way that allows companies to build even better experiences for their customers, all this thanks to processing appropriate information. Let’s look at the case of answering the most frequent customer requests. By using automation customers are able to receive the reply in almost real-time, in a consequence, support teams can focus on more complicated queries that require much more of their team’s effort to be solved,” Mariusz Cieply says.

HelpDesk Capabilities

The HelpDesk solution enables customers to leave a message for a company by using dedicated email addresses. It’s also possible for team members to create a ticket if a customer’s query came from other communication channels, such as LiveChat, Facebook Messenger, WhatsApp or a phone call. In the further development stages, the application will gather customer queries on its own no matter where they come from.

All the inquiries are collected as tickets and assigned with the appropriate statuses and categories within the application. Ticket statuses or categories help to navigate through collected messages and manage them in a more effective way compared to an email inbox. What’s more, knowing which of the tickets are open, pending or solved makes the customer service team’s job seamless and much more efficient.

Besides ticket details, the application also stores customer profiles and the history of their previous messages. This helps companies to provide more personalized communication and find valuable insights or identify the context of a given query.

HelpDesk also supports team collaboration with an assignment feature which enables a user to assign a ticket to a group or a particular person. HelpDesk then sends email notifications to let the team members know it’s something they need to take care of.

To speed up the response time, a user can provide canned responses. They are templates that simplify dealing with repetitive questions and are instantly available for the whole team.

In the next development stages, HelpDesk will also be enriched with reports that include the number of new tickets, the first response time, the number of solved tickets and their resolution time.

HelpDesk is available as a desktop and mobile application.

For more information on how businesses can benefit from HelpDesk, please visit the product’s website:

About LiveChat

LiveChat powers conversations for 27,000 customers, including Huawei, Adobe, PayPal. The company was founded in 2002 to connect companies of any size with their customers anytime and anywhere, just the way they are used to.

Beyond the LiveChat solution and the HelpDesk tool, the company offers ChatBot – a framework for creating bots, and KnowledgeBase – an app for developing self-service help centers.

All the company’s products are a part of the LiveChat platform ecosystem thanks to which their users are able to integrate them to enhance their teams’ productivity and effectiveness as well as fulfill their business needs and build even better customers experiences.

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