Make Customer Service Look Easy

Resolve customer issues rapidly and in any channel. LeadDesk for Customer Service is your powerful, cloud-based omnichannel contact center.

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Omnichannel: Serve Customers Everywhere from One Window

Solve customer issues on their preferred channel

Phone, email, chat, Facebook Messenger? It doesn’t matter. You can always answer customers from one place: LeadDesk for Customer Service.

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Personalise your service beyond just knowing names

All customer communication is stored in a single “conversation” feed. You can see past issues at a glance and follow-up, or you can spot related issues from previous conversations and give your customer more relevant support.

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Eliminate Long Wait Times with AI and Automation

Assign relevant agents or schedule callbacks with IVR and ACMD

Make sure your customer always gets connected to a person who can solve their problem without transferring them. Or give customers a callback option in non-urgent cases, no hold music required.

Read the Full Guide to ACMD

Deflect up to 90% of Issues with AI Chatbots

Answer frequent questions before your agents even see them. With a conversational AI chatbot you can reduce queue length, shorten first response time and answer 60-90% of customer issues without agent assistance.

Read a Customer Story

"LeadDesk's chatbot is easy-to-use, can be deployed quickly and does not require technical skills."

Tiina Kurki Senior Vice-President, Pension Services and IT at Varma

Agent Experience and Reporting

Stay on track with real-time reports and queue management

Always be up-to-date on the state of your customer service department with live reports and dashboards. Optimise and balance workloads between agents and queues as situations change to ensure faster response and resolution times.

Read the Reporting Best Practises

Help agents when they need it

Listen remotely to calls and use call whispering to support your agents with challenging cases. Also available for chat and email, so you can assist your teammates in any situation.

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Integrations and Local Support

Works with your other software

LeadDesk for Customer Service is cloud-based, meaning you can use it on any device from anywhere with an internet connection. It features a flexible API so you can connect to and use it with your other solutions.

Learn more about integrations

Get Support in Your Language

We speak your language. LeadDesk operates in eight European countries and has local support teams for each one, so that you always have help if you need it.

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"Our agents have been very satisfied with LeadDesk. It’s easy to learn, use and customize, which significantly improves the efficiency of our operation."

Satu Sekki, Customer Care Team Lead at Edenred

Security and Compliance

GDPR Compliant

LeadDesk for Customer Service is built with GDPR in mind and all servers that handle customer data are located within the EU. LeadDesk also has features to help you comply with data requests.

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SOC 2 & ISO 27001 certified

Independently audited every year under the strict industry standard for data handling and security. If you deal with sensitive customer information, always choose a customer service software provider that has ISAE3000 SOC 2 accreditation.

SOC 2 Explained

See How LeadDesk Makes Customer Service Look Easy

LeadDesk for Customer Service: Full Feature List

Omnichannel

Change channel

Change channel at any point. Got an e-mail? Call them back.

Single contact card for all channels

Have all your customer interactions from different channels in one contact card.

Natively omnichannel

Calls, emails, sms, webchat, and messaging apps - all in one place.

Intelligent distribution

Multichannel routing

Messages from all channels will be combined and directed to the agent handling the customer.

Call queues

Build your own queues and messages.

Skills-based routing

Increase your caller satisfaction and first-call-resolution, by matching the caller to the agent with the required skill set.

Intelligent call and message distribution

Make sure the customer speaks with the right agent based on agent skills, your IVR or caller information.

Advanced IVR Management

Easily route your call to the right agent with our flexible IVR.

Effective call forwarding

No answer call forwarding

Make sure the customer gets a hold of someone, by forwarding your calls when agents are busy.

Ring groups

With our flexible ring groups, you can easily ring several agents at one time, or in a specific order.

Forward-to-phone

Forward your calls to mobile, to make sure a call never goes unanswered.

Effective contact management

Customizable call ending reasons

Choose from pre-set call ending reasons or create your own.

Contact history

Display customer interactions, information and comments in the agent or admin menu.

Custom tags

Organize, Search and Label your contacts with custom tags

Custom fields

Edit the contact card with our customizable fields.

Quality management

Speech-to-text (STT)

Connect to industry-leading STT providers with our API

Call recording

Record entire calls or just the voice receipt.

Call monitoring

Use call recordings, or listen to agent call live, to coach agents and guarantee that your quality standards are met.

Reporting

Save and access favourite reports

Easily save and access your favourite reports, without having to recreate all over again.

Build custom reports

Build your own reports by filtering by campaigns, offices, products, queues, etc.

Prebuilt reports

Use our pre-built reports to easily get statistics about your contact lists, agents or channels.

Live dashboard

Customize your dashboard with a large set of pre-defined widgets and real-time stats.

Security / Reliability / Compliancy

SOC 2 & ISO 27001 certified

LeadDesk is independently audited and certified for the highest standards of data security controls and practises in contact center services.

SSL encryption

The SSL encryption ensures that all data passed between the web server and browsers remain private and intact.

Locally compliant

Compliant with local regulations

Reliable hosting

Our wide network of hosts, in several EU countries, ensure high uptime and security.

Local data storage

All our data is stored in the EU, according to EU and GDPR requirements and safety standards.

Custom permissions for teams and roles

Configure dashboards or limit access based on team role or office or IP.

Other

Advanced API

Use our API to customise LeadDesk to do whatever your business needs.

Useful shortcuts

Use predefined short keys or create your own shortcuts to easily access information or set call results.

Set business hours

Easily configure and edit your business hours to suite your needs.

Enhanced caller information

Integrate your CRM with LeadDesk to access customer information, before you answer the call.

Easy to use holiday configuration

Set your holiday opening hours and easily edit them months in advance.