Table of Contents:
1. Introduction
2. Setting up Your Help Desk
2.1 Customizing Your Help Desk
2.2 Adding Departments
2.3 Configuring Business Hours
2.4 Inviting Team Members
3. Personalizing Your Help Center
3.1 Customizing Help Center Settings
3.2 Choosing a Design Theme
3.3 Adding Code Injection
4. Configuring Live Chat
4.1 Setting up Live Chat Widget
4.2 Choosing Contact Options
4.3 Customizing Live Chat Themes
5. Managing Mailboxes
5.1 Setting up Mailboxes
5.2 Adding Signatures
5.3 Setting up Autoreply
6. Service Level Agreements
6.1 Editing SLA Thresholds
7. Creating Macros
7.1 Creating Canned Responses
7.2 Split Canned Responses
8. Managing Articles and Updates
8.1 Adding Articles
8.2 Publishing Articles
8.3 Adding Updates
9. Live Chat and Ticketing
9.1 Replying to Chats
9.2 Viewing Tickets
9.3 Attaching Files and Applying Canned Responses
10. Tracking Website Visitors
10.1 Sending Personal Messages
10.2 Shopify and WooCommerce Integrations
11. Social Media Integration
12. Conclusion
**Setting up Your Help Desk**
When it comes to providing excellent customer support, having a reliable help desk software is crucial. Labidesk Help Desk Software offers a comprehensive solution that includes live chat, email ticketing system, knowledge base solutions, and omni capability with various integrations.
**Customizing Your Help Desk**
Once you create an account with Labidesk, the first page you will see is the settings page. Here, you can customize your help desk and configure its settings according to your preferences. You can set up your company profile, change the color of the admin interface, and add departments to assign and route incoming emails to specific teams.
**Adding Departments**
Labidesk allows you to create multiple departments to streamline your customer support process. By adding departments, you can ensure that customer inquiries are assigned to the right team, improving efficiency and response time. There is no limit to the number of departments you can create.
**Configuring Business Hours**
Business hours play a crucial role in managing live chat availability. Labidesk lets you set specific hours during which your live chat will be available or unavailable. This feature helps you manage customer expectations and provides an option to submit a ticket when live chat is unavailable.
**Inviting Team Members**
Labidesk allows you to invite team members and assign them specific roles and departments. There are four available roles: super admin, admin, agent, and a simple customer support role. Each role has different levels of access to various features, ensuring smooth collaboration within your support team.
**Personalizing Your Help Center**
Your help center page is an essential part of your customer support strategy. Labidesk provides customization options to make your help center page align with your brand. You can customize settings, logos, favicons, and choose a design theme from the available options.
**Adding Code Injection**
Labidesk offers the flexibility to add third-party app scripts to your help center page. You can integrate tools like Google Analytics, live chat scripts, or Facebook Pixel to enhance your customer support capabilities.
**Configuring Live Chat**
Live chat is a powerful tool for real-time customer support. Labidesk allows you to set up your live chat widget and choose which contact options will be available to your customers. You can even add custom third-party app forms to gather specific information from customers.
**Customizing Live Chat Themes**
Labidesk provides different design themes for your live chat widget. You can choose the default theme or opt for an intercom-inspired design to match your brand's aesthetics.
**Managing Mailboxes**
Labidesk offers a convenient way to manage your mailboxes. You can create email addresses within the Labidesk domain or connect your corporate email address. Every email sent to your mailbox becomes a ticket in the system, making it easier to track and respond to customer inquiries.
**Adding Signatures**
Labidesk allows you to add signatures that will be available to all agents. Signatures provide a professional touch to your customer interactions and ensure consistent branding.
**Setting up Autoreply**
With Labidesk, you can set up an autoreply for your email account. Whenever a customer sends a ticket, they will receive an automated response acknowledging their ticket and providing them with a ticket number. This feature helps manage customer expectations and provides reassurance that their inquiry has been received.
**Service Level Agreements**
Labidesk provides standard service level agreement thresholds, which you can edit according to your requirements. These thresholds ensure that tickets triggering SLA violations receive prompt attention, allowing your support team to react accordingly and resolve issues quickly.
**Creating Macros**
Macros are pre-defined responses that help agents handle common customer inquiries efficiently. Labidesk allows you to create canned responses that can be used across live chat, email, and ticketing inquiries. You can also create split canned responses for specific cases that agents frequently encounter.
**Managing Articles and Updates**
Labidesk offers a user-friendly online editor to create and edit articles for your knowledge base. You can add photos, choose categories and subcategories, and optimize articles for search engines. Once published, articles become accessible on both the help widget and help center page. Additionally, you can add updates that will be shown in the widget.
**Live Chat and Ticketing**
Labidesk provides a seamless experience for handling live chat and ticketing inquiries. Agents can reply to chats, view tickets, attach files, apply canned responses, and add signatures. The system also tracks website visitors, allowing you to send personalized messages based on their browsing behavior.
**Tracking Website Visitors**
Labidesk's widget can track website visitors, even if they haven't initiated a chat. This feature enables you to send targeted messages based on the number of visits, pages visited, or specific actions taken on your website. Integrations with Shopify and WooCommerce provide a comprehensive view of customers' purchasing history, facilitating better support.
**Social Media Integration**
Labidesk is continuously expanding its capabilities by integrating with various social media platforms such as Facebook, Twitter, and Instagram. This integration allows you to reply to customer inquiries from multiple channels, providing a seamless support experience.
**Conclusion**
Labidesk Help Desk Software is dedicated to providing the best customer support solution for businesses. Your feedback and suggestions are highly valued as we strive to improve our software continuously. If you have any feature suggestions or need assistance, our team is always here to help.
