As technology and consumer behavior evolve, the way we provide customer service and support should, too. Until recently, customer service’s role was primarily reactive, addressing… Read More »How to Provide Proactive Customer Service on Live Chat
If you want to run a successful e-commerce store then exceptional customer service, customer satisfaction, and retention are essential. Having a well-defined customer service strategy… Read More »5 Ways to Grow Your E-commerce Using Customer Service
My good friend runs a content marketing company. When she got started, most of her clients were on a monthly retainer and paying for blog… Read More »7 Ways Phone Calls and Live Chat Improve Customer Retention and Revenue
You’re browsing online searching for the perfect item at the perfect price. You find it quicker than you thought, but there’s an item that seems… Read More »3 Pain-Free Ways to Cut Live Chat First Response Times
If you’re like a lot of customer support professionals, you know how beneficial live chat software can be. It’s popular with customers—we love getting instant… Read More »How to Make Live Chat Software Work for Your Small Business
Have you ever decided to step up from capturing photos on your smartphone to a dedicated DSLR camera? I bet the model you want comes… Read More »8 Benefits of Live Chat for Customer Service and Sales
The online services that we use today are generally very reliable. When you want to watch something on Netflix or YouTube, you can be sure… Read More »7 Great Examples of Help Centers We Love
Live chat seems like a win-win. Support agents can answer questions rapidly, keep their chat handle time low, and swiftly move on to help the… Read More »Reducing Live Chat Handle Time Doesn’t Mean More Support Agents
The thought of introducing live chat is daunting. You’re opening up the floodgates to a new channel, and it’s another thing added to your already… Read More »Handle Multiple Chats Without Pulling Your Hair Out
The dead zone—this was how Gary, my team lead and Kayako’s Support Manager, described the first few hours of my shift. It’s a 2-hour period… Read More »Creating Customer Service Training Videos to Onboard New Recruits
In all the best practices and how-to’s, it’s easy for a small business to get lost with applying every customer service tip. You don’t have… Read More »How Tiny Businesses Can Offer Stellar Customer Support
There are so many different ways to onboard new employees with a training program. It can be hard to know which way to start, especially… Read More »Building an Onboarding and Training Program in Customer Support