Conversation-driven customer service software for omnichannel communication

Empower your agents to talk and message with customers in any channel. LeadDesk’s omnichannel customer service software collects all the customer's history to a clear, conversation-driven view.

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Omnichannel customer service software features

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Stop handling tickets. Start having conversations. With a user interface that collects calls, SMS’s, emails and instant messages to the same dialogue, LeadDesk removes any distractions and supports your agents in their main task: making the customers happy.

See all that matters in one view

No more guesswork or jumping from one application to the next. All of the customer’s communication history is collected to the same dialogue view. Your agents can immediately get on top of the customers’ past and pick up where the conversation ended the last time.

The user interface is easy to learn and fast to use, making it ideal for fast adoption.

Work across channels

Let customers reach you in their favourite channel, whether it’s calling, e-mails, SMS, Facebook Messenger or webchat.

Switching between channels is effortless, so your agents can answer in the channel best-suited to solve the customer’s issue.

All channels can be served with the same inbound queues, so you’ll always have balanced agent allocation between channels.

Get the right agent on the line

Create custom IVR’s. Manage Automatic Call and Messaging Distribution based on anything from agents skills to premium memberships.

LeadDesk provides easy-to-use but powerful customisation tools for admins enabling you to forward the customers to the best agent possible. Staying on top of your SLA’s is now more straight-forward than ever.

See what’s truly going on

Monitor your operations in real time. You can always see the current situation in customer queues and adjust the queues as you like.

Remote listen to any calls or even use the whisper feature to help your agents during calls. Reporting templates and fully customisable reporting tools enable you to stay on top of your customer service team.

Learn more about reporting best practices

Scalable customer service software with peerless audio quality

As a cloud solution, LeadDesk works anywhere: from home, the office or a summer cabin. The software is instantly scalable as new seats can be added with just a few clicks.

Our ultra-strong call platform handles 500 M+ calls every year. It ensures high-quality call audio and reduces the chance of dropped calls.

LeadDesk also integrates to your existing infrastructure, such as a CRM, with modern API’s.

Learn more about integrations

Get support in your own language

Our own customer service team is happy to support you in your local language in any questions you may have.

LeadDesk also adheres to the regulation in each market ensuring that your business is compliant. Memberships in local industry organisations help us understand and support your market. As our servers are in Europe your data will not be handled outside of the EU.

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Over 10,000 happy users around the world

Case study

Z-Works

Z-Works is an ambitious media sales company. To achieve impressive growth, they needed better reporting and sales structure. Switching to LeadDesk helped to keep their growth momentum. Read how.

Read full case study See all case studies

Why adopt the LeadDesk customer service software?

Omnichannel

Handle all communication channels from the same software.

Control

Easily create, edit and manage IVR's, queues and AC&MD yourself.

High quality audio

Crystal clear sound quality thanks to our proprietary call platform.

Transparency

Ensure your operation's success with real-time monitoring and reporting.

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Customer Service features

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.