Overview of LiveAgent Call Center Features

What is the Call Center Feature

The LiveAgent call center feature is an integrated customer service system that dramatically transforms corporate phone support. It provides a next-generation customer support foundation that consolidates everything from traditional simple phone switching to customer information management, automatic routing, and quality control.

The Need for Enhanced Phone Support

Even in the age of email and live chat, many customers, including younger generations, continue to prefer calling companies. This is because customers want to speak directly to resolve complex issues or urgent matters.

However, traditional phone systems create customer frustration with “can’t get through, have to wait,” leading to missed opportunities for many companies. Issues such as being “passed around” between multiple representatives, repeating the same explanations, and long hold times significantly damage customer satisfaction.

Value of LiveAgent Call Center Features

Customer Experience Innovation

  • Display customer information simultaneously with incoming calls: Instantly access past inquiry history and customer data
  • Immediate transfer to appropriate departments: IVR (Interactive Voice Response) minimizes wait times
  • Consistent high-quality service: All staff share the same information for responses

Significant Reduction in Operating Costs

While traditional systems required millions of yen in initial investment, LiveAgent offers:

  • Built-in system eliminates need for additional investment
  • Monthly subscription model makes budget management easy
  • VoIP technology dramatically cuts call charges
  • Remote work support reduces fixed costs

Direct Contribution to Revenue Growth

  • Streamlined sales activities: Integrated management of new customer acquisition and existing customer follow-up
  • Increased repeat purchase rates through improved customer satisfaction
  • Prevention of missed opportunities: Zero missed chances with 24-hour support and callback features

Dramatic Improvement in Operational Efficiency

Omnichannel support manages phone, email, chat, and social media in one system. Staff don’t need to learn multiple tools, improving work efficiency.

Special Benefits for Small and Medium Enterprises

Large Enterprise-Level Response Capability with Small Staff

  • Automation features cover staffing shortages
  • Complete call recording for quality control and training
  • Internal calling strengthens team collaboration

Flexibility to Match Growth

  • Gradual expansion possible from small-scale start
  • Easy adjustment of agent numbers
  • Convenient start with existing PCs

Minimal IT Burden

Simple setup as easy as a computer mouse, requiring no specialized knowledge. No need for traditional phone line construction.

Business Support Through Data Utilization

LiveAgent’s reporting features provide KPI (Key Performance Indicators) for quantitative management of response time, processing time, and customer satisfaction. Data necessary for business decisions is automatically accumulated, enabling continuous improvement.

SmartWeb Support

SmartWeb provides integrated solutions including LiveAgent call center features. Through unified management of phone, email, chat, and social media, even small and medium enterprises can achieve large enterprise-level customer service. With full Japanese support from implementation to operation, companies without IT staff can use the service with confidence.