Agent Portals

live agent customer portal

by Cristina Parisian Published 6 months ago Updated 4 months ago
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What extra features does the LiveAgent customer portal provide?

We’ve talked about the customer portal overall, but here are some extra features that the LiveAgent Customer portal provides. The customer portal allows you and your agents to view the ticket history of a customer. The customer can just log in and view the whole ticket history in the portal. The agent can see the ticket history in the LiveAgent.

How does the customer portal work?

The customer portal allows you and your agents to view the ticket history of a customer. The customer can just log in and view the whole ticket history in the portal. The agent can see the ticket history in the LiveAgent. The customer portal also includes Knowledge Base articles, Forums, Suggestion Boards, and more.

Can the agent see the ticket history in the customer portal?

The agent can see the ticket history in the LiveAgent. The customer portal also includes Knowledge Base articles, Forums, Suggestion Boards, and more. The Knowledge Base is where your company can create an endless number of information-based articles.

Does LiveAgent use cookies on my website?

Please enter your LiveAgent domain name and we’ll help you out! Our website uses cookies. By continuing we assume your permission to deploy cookies as detailed in our privacy and cookies policy.

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How do you set up a customer portal?

How to create a customer portal on your websiteStep 1: Initial setup. ... Step 2: Configure and customize. ... Step 3: Enable the submit ticket and chat options. ... Step 4: Manage content. ... Step 5: Integrate the portal into your website.

What is an online customer portal?

A customer portal is a personalized website offering customers a single point of access to relevant company information and self-service options.

What is portal in call center?

A customer portal is a website designed to give current customers access to services and information they need.

How do I use a LiveAgent?

You'll find out how you can setup your mail account, live chat, customer portal and other support channels.Step 1: Discover LiveAgent.Step 2: Add users. ... Step 3: Set up your email. ... Step 4: Add a live chat button to your website. ... Step 5: Connect your Social pages. ... Step 6: Set up a Customer portal. ... Step 7: Set up a Call center.More items...

How do customer portals work?

A customer web portal is a secure website that provides your customers with a single point of access to company information that is relevant to them, such as policies, invoices, deliveries, orders and online payments.

How do you use a customer portal?

0:041:13Customer Portal - YouTubeYouTubeStart of suggested clipEnd of suggested clipLet's explore how customer portal. Works every customer has their own login credentials to accessMoreLet's explore how customer portal. Works every customer has their own login credentials to access their portal. Within their portal they are able to open a new ticket or view and respond to existing.

What should be in a customer portal?

Search for relevant information easily Centralize all the information customers may need into the customer portal through FAQs, knowledge bases, chatbots, and virtual assistants. Canva, an online design tool, offers its customers with a unified knowledge base to answer commonly asked questions.

Why is customer portal important?

A support portal is an increasingly important customer service touchpoint as it allows businesses to put the power into the customer's hands, giving them the ability to get instant access to information anytime they need it, without the friction of reaching out directly to your company.

Are live chat agents real?

Live chat is an online method of communicating with your customers. Using a live chat platform, like Smith.ai, you are able to interact with your customers in real-time. Because of its real-time nature, live chat has fast become the most preferred method of communication by consumers.

What does a LiveAgent do?

Simple yet powerful ticketing software Save time by managing all customer messages in one app. Keep track of all conversations, integrate your favorite tools, automate repetitive tasks, work as a team, and make better business decisions based on real data insights.

How do I become an online chat agent?

Qualifications for a career as a chat agent include a high school diploma or GED certificate. You should receive additional training on-the-job. Some opportunities require additional knowledge of specific industries or software, and some employers prefer candidates with vendor-certification for the product.

What should be in a customer portal?

Search for relevant information easily Centralize all the information customers may need into the customer portal through FAQs, knowledge bases, chatbots, and virtual assistants. Canva, an online design tool, offers its customers with a unified knowledge base to answer commonly asked questions.

What should be included in a customer portal?

Things Required for Customer PortalOne-Click Sign-In. The primary goal of a customer portal is to enhance customer service. ... Easy Navigation. A customer portal should be unambiguous to use. ... Responsive Layout. ... Knowledge Base. ... Ticket Submission. ... Customer Forum. ... Search Option. ... Communication.More items...•

What makes a good online portal?

A good portal satisfies a number of different types of users by providing a thoughtful, easy to search and easy to navigate set of information in a variety of formats. A good portal provides documentation, videos, blog entries, and forum posts and serves them in a simple and effective fashion.

Why someone should build their own customer portal?

A well-designed, effective customer portal improves the quality of interaction between your brand and customers by offering more responsive communication, easier access to information, and a more convenient way to interact with your brand.

How can a customer portal lower your company's costs?

Implementing a helpdesk portal requires a certain investment. But, it pays off in the long run as it helps to lower customer support costs for busi...

What is a Knowledgebase?

A Knowledge Base is a collection of content containing all the relevant information about a company’s products/services. It is usually organized in...

How can you increase customer engagement?

Customer engagement can increase by creating a community forum where customers can share. For instance, discuss solutions, possible troubleshooting...

What is live agent?

LiveAgent is a feature-rich, comprehensive platform that also provides a self-service portal. See our success stories and user reviews to find out how LiveAgent can boost your customer support and increase the happiness of your business partners.

What is the benefit of LiveAgent?

The obvious benefit of a customer portal is providing efficient self-service for your customers. However, LiveAgent’s dedicated client portal solution also enables you to create internal knowledge management for your agents . As previously stated, the customer portal consists of the knowledge base and forum. Both of these can be created for customers as well as agents.

What is client portal?

How do you use the client portal? The client portal is used for knowledge base articles, forums, suggestion, and feedback boards. Moreover, it displays the history of the customer's previous tickets. As a result, customers can check their past customer inquires and start a chat if needed.

What is customer portal?

A customer portal is a superior customer service solution that creates a seamless online experience and boosts user engagement through forums, feedback forms, and an interactive knowledge base.

What is the purpose of a web portal?

The point of a web portal is to provide a single access point to relevant information such as policies, invoices, payments, or how-to articles. A good web portal will enable your customers to find the desired information themselves, without having to contact you for help.

Does LiveAgent have CRM?

Well, LiveAgent can store and organize customer data via a CRM system. Thus, whenever the client reaches out through the customer portal, the agents possess more customer information. As a result, they can provide efficient assistance.

What is customer portal?

Customer portals/Support portals offer a seamless self-service and support experience by providing complete 24/7 access to relevant, up-to-date information. It includes everything customers need in one place. Thus, being able to find answers on their own, at times personally convenient for them. This makes it easy for consumers to search for the information they are seeking. This greatly improves customer satisfaction.

What is a FAQ?

It is a section where you address the most common concerns, questions, and objections that customers might have. FAQs can also include links to the relevant articles in the Knowledge Base, blog posts, or video tutorials. Generally, FAQs cover less amount of information than a Knowledge Base.

How can customer engagement increase?

Customer engagement can increase by creating a community forum. In the forum, customers can share with each other. For instance; discuss solutions, possible troubleshooting steps, as well as share their feedback, ideas, and suggestions. Support portals provide them with a greater sense of involvement, increase engagement, and empowerment.

What is a customer forum?

Customer forum. Forums are a customer portal feature that provides businesses with an opportunity to build communities with their users. Thus, enable customers to interact and help each other by answering each other’s questions and sharing best practices. It can save support agents a lot of time.

What is internal in a customer support?

The internal is only visible to your customer support team in the agent panel. Articles will also have the option of being either ‘public’ or ‘internal’. It basically means that you can create knowledge bases for both, your customers and employees.

What is ticket submission?

Ticket submission is a customer portal feature that enables customers to get in touch with a company’s support team; if they weren’t able to find answers to their questions on their own in the knowledge base articles and community forum. The section allows customers to;

Can forum entries be turned into tickets?

All forum entries are transformed into tickets . As a result, support agents can always be on top of important conversations and offer timely assistance. When creating a forum you can add keywords for better SEO optimization. Moreover, select the department that will be responsible for handling forum entries. 4.

What is an email template?

An email template is an HTML-formatted email that you can use to create your own message by changing the proposed content with your own. SendPulse offers more than 130 free templates that are ready to use.

Benefits of using an email template

Instead of creating an email template from scratch, you can easily upload your own images, change the text, and select new relevant content for your subscribers. You don’t have to waste time designing and figuring out what format works best.

Customer portal email templates ideas

Hello [name], You’ve registered for [company name] customer portal. Before you can use your account, you need to verify that this is your email address by clicking the following link: [link] Kind Regards, [company]

Customer portal email templates – Frequently Asked Questions

The most useful metrics for monitoring a newsletter’s success rate are the delivery rates, open rates, click-through rates, and bounce rates.

Companies with translated knowledge bases

of companies use multi-knowledge bases to serve customers in different languages.

Customer portal ticket volume by working hours

of tickets through the customer portals are submitted during working hours and around 20% after working hours.

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