LiveZilla

(14)
4.1 out of 5 stars

LiveZilla Support Software features Live Chats, Real Time Visitor Monitoring, Online Customer Support, Ticket System, WebCam Chats & Operator to Operator Chats.

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LiveZilla Features

Ticket and Case Management
Workflow

Route tickets based on values of fields, changes to ticket status and time based conditions

88%
(Based on 5 reviews)
Response Automation

Respond to common requests with standard reply

88%
(Based on 5 reviews)
SLA Management

Service Level Agreement Management

n/a
Attachments/Screencasts

Documents and files can be attached to the ticket to communicate with customer issues/resolutions

88%
(Based on 5 reviews)
Ticket Collaboration

Share and collaborate on tickets with multiple customer service representatives

88%
(Based on 5 reviews)
Ticket Creation User Experience

User Experience of creating and submitting a ticket

85%
(Based on 5 reviews)
Ticket Response User Experience

User Experience of responding and recieving a response

88%
(Based on 5 reviews)
Communication
Pop-up Chat

Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives.

81%
(Based on 8 reviews)
Notifications

Delivers notifications to both sides of the conversation.

85%
(Based on 8 reviews)
Targeted Emails

Sends automated emails to further engage clients and potential clients.

78%
(Based on 6 reviews)
In-App Messaging

Allows for live chat to be enabled within the app for customer help.

85%
(Based on 5 reviews)
Internal Use
Customization

91%
(Based on 7 reviews)
Conversation Archiving

Archives conversations in a separate location for later reference.

91%
(Based on 7 reviews)
Lead Development

Enables employees to denote potential customers.

85%
(Based on 5 reviews)
Knowledge Base

Establishes a knowledge base for employee reference during conversations.

89%
(Based on 7 reviews)
Team Inbox

Provides a central location for help requests, helping employees respond sooner.

79%
(Based on 7 reviews)
Customer Profiles

Allows for the creation of profiles for contacts and customers.

88%
(Based on 5 reviews)
Communication Channels
Customer Portal

Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents

n/a
Email to Case

Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket

88%
(Based on 5 reviews)
Chat/Live Support

Ability for customer service agents to communicate with customers via live chat to solve problems live

88%
(Based on 5 reviews)
Social Integration

Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks

Not enough data available

Call Center
Make, Receive, and Record Calls

Make and receive calls directly in the application. Track and record calls for analysis.

n/a
Customer and Contacts Database

Central repository for account and contact information

n/a
Products and Version Tracking

Central repository for tracking products and product versions customer is using

n/a
Call Scripting

Provides abilty for customer reps to use a script when calling customers for common reasons

n/a
Interactive Voice Response (IVR)

Automates interactions with telephone callers so that calls can be routed to the appropriate agent

n/a
Self Service/Community
Forums

Online discussion functionality so customers can have conversations among each other

88%
(Based on 5 reviews)
Knowledge Base

Searchable prepopulated knowledge base or Wiki that also deflects tickets by suggesting articles during ticket entry

88%
(Based on 5 reviews)
Ideas/Feedback

Allows customers to enter and vote on suggestions to products and services

82%
(Based on 5 reviews)
Q&A

Allows customers to post questions publicly and get answers from customer service agents and other customers

85%
(Based on 5 reviews)
Reporting & Analytics
Social Monitoring

Functionality to Monitor social activity for brands/products and respond in social network to customers social activity

Not enough data available

Reporting

88%
(Based on 5 reviews)
Dashboards

85%
(Based on 5 reviews)
Platform
ITIL Compliance

ITIL is a methodology for ticket management that some Help Desk tools are built to support

n/a
Mobile User Support

Allows software to be easily used on multiple mobile devices include phone and tablet devices.

Not enough data available

Customization

91%
(Based on 7 reviews)
User, Role, and Access Management

Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.

Not enough data available

Internationalization

Not enough data available

Performance & Reliability

Not enough data available

Integration APIs

Not enough data available