Name: Logicalware
Price: 39 USD
Author: Logicalware

Digital Adoption

Help Desk

Web and Video Conferencing

Customer Support

Bug  Tracking

Software Repositories

Development

Online Proctoring Software

Education

Audit

Business Intelligence (BI)

Collaboration

Enterprise Generative AI

Visual Collaboration

Enterprise

Accounting

Revenue Management

Finance and Accounting

Applicant Tracking

Corporate Learning Management

HR Management

Payroll

Recruitment Automation

Succession Planning

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

3D Printers

AIOps

C/C++ Integrated Development Environments

Cloud Storage

Cybersecurity Consulting

Data Center Infrastructure Management

Data Quality

Data Virtualization

Desktop Management

Distributed Denial of Service (DDoS) Protection

Fraud Detection

Hadoop-Related

Hosted Virtual Desktop

Integration Platform as a Service (iPaaS)

MLOps

Managed Public Cloud Infrastructure

Mobile Data Security

Monolithic Frame-based Disk Arrays

Network Performance Monitoring

Process Mining

Relational Databases

Security Awareness Training

Web Access Management

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Appointment Scheduling

Consumer Ratings & Reviews

Content Management

Email Marketing

Event Registration

Landing Page

Marketing Automation

Social Media Management

Survey & Forms Building

Web Analytics

Marketing

AI Meeting Assistants

Project Management

Professional Services

Customer Relationship Management (CRM)

Lead Generation Services

Sales

Antivirus

User and Entity Behavior Analytics (UEBA)

Security

Construction Accounting

Hotel Management

Library Management

Mental Health

Multiple Listing Service (MLS)

Pharmacy

Scholarship Management

Telemedicine

Utilities

Vertical-Specific

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Logicalware is a customer service software solution designed to assist businesses in managing and optimizing their customer support operations. According to the vendor, it offers a range of features including email management, ticketing, automation, reporting, and integration capabilities. Logicalware caters to companies of all sizes, from small businesses to large enterprises, and is utilized by customer service representatives, contact center managers, support teams, e-commerce companies, and financial services.

## Key Features

**Live Chat**: According to the vendor, Logicalware facilitates real-time communication between customers and support agents through a chat interface. It enables agents to handle multiple chat conversations simultaneously and provides features such as canned responses, file sharing, and chat transfer for efficient customer support.

**Email Management**: The vendor states that Logicalware centralizes and organizes incoming customer emails for streamlined management. It automatically assigns emails to the appropriate agents based on predefined rules or manual assignment. The software also tracks and prioritizes email tickets to ensure timely responses and resolution.

**Ticketing System**: Logicalware offers a ticketing system to create and track support tickets for customer inquiries and issues. It allows for the assignment of tickets to relevant agents or teams for resolution and provides a comprehensive view of ticket status, history, and customer interactions.

**Automation**: According to the vendor, Logicalware automates repetitive tasks and workflows to enhance efficiency and reduce manual effort. It enables the creation of automated email responses, ticket routing, and escalation rules, streamlining processes and ensuring consistent service delivery.

**Reporting and Analytics**: Logicalware generates comprehensive reports and analytics on customer support performance. It tracks key metrics such as response time, resolution time, customer satisfaction, and agent productivity. These insights help identify areas for improvement and optimize support operations.

**Knowledge Base**: Logicalware facilitates the creation and maintenance of a centralized repository of customer support articles and resources. According to the vendor, this enables customers to self-serve and find answers to common questions, reducing the volume of support tickets.

**Integration Capabilities**: Logicalware integrates with various third-party applications, systems, and devices, allowing seamless data exchange. It enhances functionality by connecting with CRMs, workforce management tools, and payment systems, according to the vendor.

**Multichannel Support**: According to the vendor, Logicalware supports customer interactions across multiple channels, including email, chat, social media, and phone. It ensures a consistent customer experience across different communication channels and enables agents to handle inquiries from various channels within a single platform.

**Customer History and Context**: Logicalware provides agents with a complete view of customer interactions and history. Agents can access previous conversations, tickets, and customer details, enabling personalized and context-aware customer support.

**Self-Service Portal**: According to the vendor, Logicalware empowers customers to find answers and resolve issues independently. It offers self-service options such as FAQs, knowledge base articles, and troubleshooting guides, improving customer satisfaction and reducing support costs.

Basic

GrooveHQ is a simple help desk platform meant for small businesses and startups. The free version contains a ticketing system for two teammates. The $15 per agent, per month paid plan supports unlimited users, white labeling, integrations, and a workflow system for prioritizing tickets.

GrooveHQ

Founded in 2003, Vivantio is a provider of customer service optimization software and solutions for B2B service teams. By combining enterprise-level software with the flexibility of a cloud-based solution, Vivantio provides a unified service management platform. The platform scales to meet the complex business needs of large, multi-site organizations, to optimize workflows across several departments including IT, operations and customer service.

Vivantio

Logicalware

Software to manage the customer support function which involves responding to user's technical questions. Software prioritizes and routes tickets, tracks status, and provides ticket reporting metrics. Questions and answers can be delivered by telephone, e-mail, phone or, increasingly, social channels. Help desk software also makes it easier for the people running the help desk to quickly find answers to common questions.

Incident and problem management

Streamlining ticketing and service restoration processes

Organize and prioritize service tickets

Prioritize tickets to ensure most urgent are tackled first

Expert directory

Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts

Subscription-based notifications

Users subscribe to notifications for ticket updates

ITSM collaboration and documentation

Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.

Ticket creation and submission

Users and agents can easily enter new support requests.

Ticket response

Agents can easily follow up with customers.

Automated responses

Common requests can automatically trigger a standard response.

Attachments/Screencasts

Agents can send attachments and/or set up screencasts to assist with support issues.

SLA management

Service level agreement management allows agents to view and adhere to the terms of a customer's support package.

Self Help Community

Features that allow customers to self-service for support issues.

Forums

Allows customers to engage in discussion threads about support issues with other customers and/or agents.

External knowledge base

Customers can self-service by searching through help articles.

Internal knowledge base

Internal knowledge base helps agents answer customers' support questions.

Q and A

Q&A allows customers to ask the support team questions online; conversations are posted publicly for the benefit of other customers.

Surveys/polls

Surveys/polls allow customers to submit ideas and leave feedback about the product or quality of support.

Multi-Channel Help

Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.

Customer portal

Customer portal allows customers to submit tickets themselves and/or access self help resources.

Live help chat

Live chat allows customers to get help via instant messaging within a software product or on a company website.

Phone support

Customers can get support from agents over the phone.

Includes an interactive voice response system for routing callers to the correct agent or information.

Call scripting

Provides a script or system for guiding agents through callers' support issues.

Social integration

Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.

Email support

Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.

Help Desk CRM integration

Integrates with CRM so that tickets and support communications are coordinated with customers' records.

TrustRadius is a technology and business research firm based in Austin, Texas. The company is known as a review platform for verified B2B technology and software reviews through a proprietary algorithm and human verification.

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Logicalware

Overview

What is Logicalware?