In recent years, the rise of social media put the customer in charge of the brand conversation. As e-commerce and demand for online help expands,… Read More »The Importance of Customer Self Service Portal
ECommerce is growing like wildfire, offering exciting business insights via analytics and data. Sometimes it is easy to forget that there are people on the… Read More »5 Essential Features for Customer Service Success
Telecom companies operate in one of the most competitive sectors of the marketplace. The industry has the fourth-highest churn rate, after cable, financial, and general… Read More »5 Top Customer Service KPIs for Telecom Companies
1. Not Starting at Google 2. Unguided Experiences 3. Hard to Find Information 4. Basic Support Submittal Forms 5. Wounded Agent Experiences “The less effort… Read More »5 Customer Effort Villains and their Kryptonite
Customers and prospects have a number of ways to reach your team with sales and support questions, but none are as effective and immediate as… Read More »Learn To Drive Customer Success With Live Chat
Live Chat. Everyone wants it but nobody wants to do it. It’s one of the hardest, easiest things that a company can do to provide… Read More »Live Chat Mistakes Companies Make And How To Avoid Them
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
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
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
Live chat’s opportunity to grow a business is taken for granted. Many businesses are missing out on driving leads, sales, and revenue. Live chat is… Read More »The Live Chat Revenue Opportunity: Get Customer Engagement Right to Grow Your Business
The other day I was frustrated after not receiving an order for the second time from an online retailer that I order through all the… Read More »How to Boost Your Live Chat Customer Satisfaction
All hands support has been a buzzword in the tech world for a few years now. Its premise—that everyone in the company from the CEO down… Read More »All Hands Support Will Never Work for Your Business