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
When you’re thinking about adding a new channel to your Shopify ecommerce store it should be stress free. Especially when you’re thinking of adding a… Read More »Why Your Shopify Store Needs the Best Live Chat App
You might believe social media is a boon for customer care. It’s understandable. A Google search for the phrase ‘social media customer service’ returns 117… Read More »Why Gamble Your Reputation over Social Media? Use Live Chat to Keep Conversations Private
In our free open source ticketing system, conversations with customers were spread across multiple inboxes, from Skype to email, to live chat. Silos existed and… Read More »Why We Ditched an Open Source Ticketing System (and Chose Messenger to Power Our Business)
Live chat functionality on websites should be hugely helpful, because it allows a customer support representative to help the user immediately. Online live chat offers quick… Read More »How (and Why) We Redesigned the Live Chat Experience
Entering a small shop or boutique where they know your name and respect your business feels inclusive and welcoming. But as small businesses become bigger and build… Read More »Customer Context Has a Serious Scaling Problem
Question: When is a self-service writer a diplomat? Answer: When they are a writing a knowledge base to help customers solve their problems quickly and reduce… Read More »5 Best Practices for Keeping a Killer Knowledge Base
With more and more research supporting the notion that people prefer to help themselves rather than reach out to support, delivering exceptional self-service has become… Read More »Knowledge Management Is the Key to Self Service Success
There are hundreds of articles out there telling you how to write a better help center article. They’ll give you a lot of really great… Read More »The Secret to a Killer Knowledge Base Isn’t What You’d Think
Love them or hate them, there’s one thing that everyone can agree on: helpdesk automations are incredibly useful. We rely on them to keep organized,… Read More »Scaling Your Customer Service with Helpdesk Automation
When we built the first Kayako, we wanted to create a customer service tool that had the customer at its heart. Something that would help… Read More »Life’s Too Short for Bad Customer Service. Meet the New Kayako.