CUSTOMER SERVICE

Increase your first call resolution

Solve your customers’ problems the first they time get in touch with LeadDesk’s intelligent customer service solution.

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Why choose LeadDesk as your customer service software?

Agents have their specialties. With intelligent call and email distribution, LeadDesk helps forward your customers to the right agent every single time. LeadDesk offers a flexible IVR, easy CRM integrations and skills based routing. That’s why it enables you to run an efficient customer service organisation that results in increased customer satisfaction.

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Calls, emails, SMS, chats

Collect all customer service requests in the same queues to effectively prioritize your agents work.

Intelligent blending

Blend inbound and outbound calls seamlessly to agents and improve their productivity.

Powerful monitoring and reporting

Stay on top of your business with call monitoring, live dashboards and compelling reporting tools.

Case study

Intrum Justitia

A leading European credit management and solutions company Intrum Justitia wanted a close partner that could provide local support in the local language. They also needed someone able to answer the data handling and security needs of demanding financial clients. See why they chose LeadDesk.

Looking for an outbound sales or customer service solution?

On top of inbound sales, LeadDesk shines in calling out to the right customers and handling a massive number of customer feedback.

Explore our outbound sales solution Explore our inbound sales solution

Full list of customer service features

Advanced API

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

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.

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.

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.

Useful shortcuts

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

Automatic call-back

Never miss a call back again. In LeadDesk you can automatically add call backs after each call.

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.

Set business hours

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

Call summary notes

Let your agents make and view notes about your prospects.

Customizable call ending reasons

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

Call queues

Build your own queues and messages.

No answer call forwarding

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

Enhanced caller information

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

Ring groups

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

Easy to use holiday configuration

Use any of the pre-set call ending reasons, or create your own.

Forward-to-phone

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

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 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.