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Core Features | Live Chat | Self Help | Organization and Information | Customization and Integration
Core Features
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Import Data from Other Help Desk Products Tools are available that will import data from competing help desk products. Manual migration of tickets, contacts and other data is not necessary in order to make the move to LiveResponse. To see a list of products that we offer data import tools for, click here.
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AJAX User Interface LiveResponse's user interface is well known for ease of use and fluidity. We have developed a highly intuitive layout through the use of design standards to ensure that user interface elements are placed where they're first searched for. AJAX has been utilized to reduce page load times and to provide the look and feel of a desktop application.
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Custom Fields Custom fields allow for comprehensive customization of the support desk in all the right places. Custom fields are used to collect and display data in many locations and scenarios such as ticket creation, billing entries, contacts, tasks, appointments and more. A number of different field types can be used, such as radio buttons, check boxes, list boxes and text areas. Special custom fields can be created to accept input in proprietary formats through HTML. Using custom fields, you may collect and maintain vital information without modifying the support desk in the slightest. Fields can be arranged by group, validated with regular expressions and have extensive permission settings available.
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Custom fields are particularly useful when it comes to ticket submission. Ensure that service-critical information is provided by help desk users, resulting in a more efficient and timely resolution to tickets. Regular expressions can be used to validate inputs, meaning that, for example, you may validate e-mail addresses, telephone numbers or pin codes. Each custom field has a title and description so that you can guide your users when they are submitting a support ticket ensuring that no detail is left out. Custom field groups for ticket submission can be bound to a specific department, creating the ability to have different custom fields for each department.
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Live Chat Support
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LiveResponse™ Client Application LiveResponse is accompanied by a free Microsoft® Windows® Application that allows staff users to constantly monitor web site traffic, manage the support desk, chat with clients and other staff users all from one location. Providing many configurable options, the LiveResponse Client Application can be fully customized to meet the need of each staff user/support desk combination. The interval at which site visitor data is retrieved can be customized, along with almost every other aspect of the application.
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Engage Potential Customers Break down the virtual barrier by engaging site visitors in real conversation. A "live chat" button can be placed on any page of your website as well as on the support desk home page. Visitors can request a live chat session, or a staff user can proactively request to chat with the visitor (see below). Visitors only need a web browser to chat, and since the live chat system utilizes AJAX, no page reloads are required, creating a fluid and seamless chat experience.
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Increase Sales: Be Proactive Utilize proactive chat features to make the sale — your support staff can be the one to request a chat with a site visitor to preemptively offer guidance or assisted browsing, just like on a shop floor. Request to start a chat session by politely asking the visitor if they would like to chat, or take a more proactive approach and "force" a chat session on the visitor. Because chat requests are part of the webpage the visitor is viewing, they are not hidden by pop-up and ad blockers. Visitors can of course also choose to decline the chat request.
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Staff-to-Staff Chats, Conferences and Chat Transference Multiple staff users can chat with a website visitor at the same time, and the live chat system also has the ability for staff users to hold their own chat sessions and conferences. Chats can be easily transferred between staff users logged into the LiveResponse Desktop Application, which allows for effective chat escalation (to higher level support technicians or management, for example) and redirection of queries.
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Intelligent Chat Routing LiveResponse's round-robin chat queuing system manages incoming chat requests from site visitors. Chat requests will initially be sent to the first available staff operator that is not marked as busy or away. If after a specified amount of time the operator does not accept the chat request, it will be routed to the next available operator, until the request is accepted and a chat session has begun. You may also specify the amount of attempts the system should make to connect the visitor with an operator before requesting for them to leave a message using a special page.
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Predefined Responses Maximize live chat support efficiency using predefined, or "canned" replies. Managed centrally in the support desk, canned responses are broadcast to all staff users running the LiveResponse Client Application and are available to them at the click of a button. Easily greet site visitors and field their commonly-asked questions without the need to type the entire response. In addition to standard textual responses, you can also manage URL, image, and highlighted computer code (such as PHP, Java, or HTML) responses. These responses can be categorized by group, type, or however you see fit.
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ViewShare Using ViewShare, staff users can easily share their screen through the user's web browser, guiding them through a complex task or perhaps giving a presentation. No third party software is required for a client to view the desktop of a staff user's PC in real time.
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VoIP Softphone Add-on The LiveResponse™ Client Application can be equipped with the ability to act as a VoIP (Voice over IP) softphone terminal. Using our LiveResponse SIP VoIP Add-on, staff users may make and receive telephone calls directly from the LiveResponse Client Application. The VoIP add-on has the ability to integrate with your VoIP provider or even your own PBX (Private Branch eXchange) server.
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Real Time Visitor Monitoring The LiveResponse Desktop Application provides real time visitor monitoring across your entire support desk and any page that displays the live chat button or (optional) visitor tracking JavaScript code. You can monitor user footprints (navigation history), the time spent on your websites as well as other detailed user information such as their country (represented by a small flag), screen size, browser, operating system, referrer and search engine information (see below).
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Search Engine Integration Easily see what search engine a visitor used to reach your site and with what search query (keywords) they used. Use this feature to boost your site's SEO effectiveness and to better relate with visitors who would like to chat. Visitors who have reached your site via a search engine will be displayed in a different color (customizable through the support desk) than the rest, for easy identification.
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Advertisement and Referral Campaign Monitoring LiveResponse can be used to monitor and manage the performance of advertisement and referral campaigns. You can easily set up a number of 'link masks' that redirect to a destination page — information users who use this link to access the defined destination page will be logged. This information can be displayed in a series of in-depth reports that includes raw and graphical representations of data.
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Self Help
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News Articles and Newsletter Management Keep your clients updated with company news and updates with the news module. Staff users can publish articles that will appear on the support desk home page and your support desk visitors are able to subscribe to news articles by entering their e-mail address. When creating news articles you may choose to send an e-mail newsletter out to the subscriber list, publish the article on the support desk or both. Articles can be syndicated into an RSS (Really Simple Syndication) feed made available to your visitors on the support desk home page.
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Knowledgebase Consolidate articles and FAQs using the knowledgebase module. Nested categorization allows articles to be organized and navigated neatly and intuitively in a tree-like structure. Used in concert with the Tickets module in SupportSuite™ and eSupport™, knowledgebase articles can easily be referenced when replying to a ticket with a few clicks. Articles can also be syndicated by category using RSS (Really Simple Syndication).
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Troubleshooter Wizards Automate problem troubleshooting such as installation of software or hardware or configuration of devices using the troubleshooter module. Under normal circumstances, the user's request for instructions might end up as a costly support ticket. With a troubleshooter wizard, users can solve their problem on their own by following predefined steps, questions and (eventually) solutions.
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Download Management Provide your users with important files such as drivers, printable documentation and articles with the downloads module. Easily track how many times each file has been downloaded by users, as well as manage comments made by users for each file. In addition, files can be password-protected for security. Files can be uploaded from a staff user's PC or linked from an externally hosted file for listing in the downloads database.
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Organization and Information
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Team Work Staff users can manage private and public address books, calendars and task lists within LiveResponse. Effectively manage your staff teams by maintaining public schedules and to-do lists. All team work data (the address book, calendar and task list) can be synchronized with multiple copies of Microsoft Office® Outlook® using the add-on product, SyncWorks.
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Reports A wide range of reports and data mines can be generated by a powerful reporting system in a clear, intuitive interface. Reports can be drilled down by time spans, departments and by individual staff users. Reports for tickets (eSupport™ and SupportSuite™) cover work reports (a daily diary of tickets handled), departmental summaries, service level reports (response time vs. SLA plan overviews) and response time reports. In all of our products, reports for knowledgebase articles, troubleshooters and downloads are also available, detailing popular articles, rating reports and user comment overviews.
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Customization and Integration
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LoginShare™ LoginShare enables you to interface LiveResponse's user authentication system with many third-party product databases (such as Joomla!™ or phpBB™), saving your users having to register at two locations. It is easy to develop your own LoginShare module and integrate it with your existing user database.
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LDAP / Microsoft® Active Directory® Integration The pre-packaged LDAP (Lightweight Directory Access Protocol) LoginShare module allows you to interface your support desk with an LDAP database. This allows you to use, for example, any user directory product such as Microsoft® Active Directory®, OpenLDAP™, Oracle® Internet Directory and Novell® eDirectory™ to authenticate support desk users.
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Templates The look and feel of your support desk can be modified with ease without the need to edit source code files. In addition to being a powerful tool for controlling the cosmetic appearance of your support desk, template groups go much further. With different template groups, you can maintain multiple "branches" of the support desk, enabling a different look, different ticket departments, user groups, LoginShare modules, knowledgebase categories and news articles for each. For example, a typical implementation of multiple template groups is in a situation where a company trades as two arms; "J&J Marketing and Advertising" and "J&J Management Consultancy."
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Internationalization LiveResponse is shipped with an English (U.S.) language pack, but the entirety of the product as well as the add-on products can be translated into virtually any language. LiveResponse also provides the ability for support desk visitors to select which language they would prefer to view the desk in. You can write your own translations, and many common translations are already available in our community forums. Translations of LiveResponse can also be exported and imported as "language packs" and can be shared through this mechanism.
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Branding-free License Realizing the importance of corporate image and brand identity to businesses, we offer a low cost "branding free" license that allows you to remove the "Powered by Kayako LiveResponse" tagline and link. While you are still able to customize almost every cosmetic aspect of your support desk (logos, colors and graphics), this tagline cannot be removed without the branding-free license.
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In Detail
