Everyone knows it’s a challenge to “nail” excellent customer service. It’s been documented, lamented, with every solution put forward for decades now. But there’s an ugly… Read More »Why We Rebuilt Kayako Messenger as a Live Chat Tool for Customers and Teams
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
Even if you’re the best writer or can provide detailed and helpful screenshots, emailing customers can go only go so far. This is why remote sessions… Read More »How An Automated Customer Service Email Saved Us 8 Unnecessary Replies
After a week-long trial, I was ready to purchase a subscription for a project management app for my personal and work projects. I eagerly pulled… Read More »Personalizing Auto-Responses: Smart Settings for Proactive Support
Can you imagine a world where customer service was over physical mail? You sit down at your typewriter, write out a wordy letter, send it… Read More »The History of Customer Service: Ticket Troubleshooting to Proactive and Personal
When you give your customers exceptional support, they are 4 times more likely to reward you with their loyalty. But what does exceptional support look… Read More »How to Boost Customer Retention with Unified Customer Support
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
One of the biggest misconceptions is that customers value brief moments of extraordinary delight over quick and easy help. But there is a harsh reality… Read More »It’s Time to Make Customer Service Your Competitive Advantage
One week ago, we launched the new Kayako. And what a week it was – from overwhelming site traffic on Day 1 to being featured… Read More »It’s Time to Retire the Help Desk. Here’s How We’re Doing It.
Service level agreements, or SLAs, are integral to any service-based industry. Most customer support teams use them to ensure customer expectations are met. But can SLAs… Read More »Webinar: SLAs – How to Meet Your Customer Expectations