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LiveHelpNow’s Unified Customer Support Platform for Emails and Chats

Customers today expect quick, consistent responses via email or live chat. LiveHelpNow meets this need with a unified customer support platform, letting businesses manage emails and chats seamlessly. This article highlights the benefits and features of this solution, focusing on how it improves the omnichannel customer experience.

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The Need for a Unified Customer Support Platform

Managing customer interactions across multiple channels can be tough for any customer service team. Separate systems for emails and chats cause inefficiencies, missed messages, and inconsistent replies. A unified platform merges these channels, streamlining customer support. This integration boosts efficiency and ensures no message gets missed. Improving overall customer satisfaction and service management on our customer service platform.

Features of the Unified Customer Support Platform

Centralized Inbox

LiveHelpNow’s unified platform offers a centralized inbox, combining email and chat communications in one interface. Agents save time and avoid missed messages by not switching tools, enhancing overall service management.

Seamless Switching

Agents can switch between handling emails and chats within the same workspace. This boosts productivity and speeds up response times, as all interactions are managed on one platform.

Real-Time Notifications

The platform provides real-time notifications for new emails and chat messages. This ensures your customer service team stays updated on all customer inquiries. Agents are instantly alerted to incoming communications, ensuring timely responses and better customer satisfaction.

Unified Search

A powerful search function lets agents search across both emails and chats to track customer inquiries efficiently. This enables quick retrieval of past interactions and relevant information, helping agents provide informed responses.

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Benefits for Customer Support Teams

Improved Efficiency 

By managing all communication channels in one place, the unified platform boosts workflow efficiency. Agents handle more inquiries faster, increasing productivity.

Better Collaboration 

The unified platform enhances teamwork by letting agents access and manage all customer interactions in one place. This improves communication and coordination among team members in the customer service team.

Enhanced Customer Experience 

Quick, consistent responses are vital for a positive customer experience. The unified platform helps agents provide timely, consistent responses across all channels, boosting customer satisfaction and loyalty.

Consistency in Responses 

The platform ensures uniform handling of all customer communications. This consistency maintains high customer service standards, regardless of the contact channel.

Omnichannel Customer Experience

What is Omnichannel? Why is it important?

An omnichannel customer experience allows customers to interact with a business seamlessly across multiple channels. This is crucial for meeting customer expectations for consistency throughout the customer journey.

Integration with Unified Platform 

LiveHelpNow’s unified platform manages emails and chats together, streamlining operations for your customer service team. This integration enhances efficiency and improves collaboration. It ensures a consistent customer experience through streamlined customer service management. Omnichannel support meets customer expectations for seamless interactions.

Customer Expectations 

Today’s customers expect seamless interactions with businesses. The unified platform meets these expectations by consistently and efficiently managing communications across multiple channels.

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Use Cases and Success Stories

Real-Life Examples 

Many businesses benefit from using LiveHelpNow’s unified platform. A retail company improved response times and customer satisfaction after implementing the service cloud. A healthcare company handled more inquiries without compromising quality.


“We’ve seen a remarkable improvement in our support operations since adopting LiveHelpNow’s unified platform. Managing emails and chats together has streamlined our processes and boosted productivity.” – Sarah L., Customer Support Manager.

Customization Options 

Each agent can personalize their workspace to fit their needs. Options include auto-accepting chats, changing the layout, switching to dark mode, and more. This flexibility ensures that agents can work in an environment that best suits their preferences on the customer service platform.

Agent workspace

Personalization Settings: Each agent can customize their workspace, including options like auto-accepting chats and changing layout settings. 

Operator Messaging: Enables agents to communicate with each other within the platform, indicated by green (available) or orange (unavailable) lights next to agent names. 

Outbound SMS: Agents can send SMS messages to initiate chats with customers. 

Editing Customer Data: Agents can update customer information in real-time during chats. 

Agent Tools: Features such as sending attachments, chat transfer, translation, email chat, remote help, banning users, spell check, and ending chats are easily accessible. 

View Filter: Allows agents to filter the information displayed in their workspace based on assigned chats, department, or custom options. 

Support Center: Contains canned responses, secured forms, and chat tags, with a search option for easy access.

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Modern customer service operations need customizable workspaces for better productivity and employee satisfaction. Large contact centers integrate multiple applications into unified, personalized environments using web frameworks like React. This customization helps agents work more efficiently by reducing the need to switch between different apps. Though complex, investing in tailored workspaces is crucial. It empowers employees, streamlines workflows, and improves customer experiences.


LiveHelpNow’s unified platform manages emails and chats together. This integration enhances efficiency and improves collaboration. It ensures a consistent customer experience. Omnichannel support meets customer expectations for seamless interactions.

Ready to unlock the full potential of your customer support and improve your brand? Discover LiveHelpNow’s Unified Platform feature today and transform the way you manage emails and chats. Start your Free 30-Day Trial and see how our powerful unified communication tools can elevate your business and enhance customer satisfaction. 

About The Author

Maria De Jesus

Maria, a BPO industry professional for a decade, transitioned to being a virtual assistant during the pandemic. Througho...

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