Adding live chat for customer service was supposed to solve all your service challenges. Investing in the channel was a no-brainer, or so you thought! It would allow your staff…
Where Customer Support and Customer Success Goals Overlap
It should never be customer success vs customer service. Yet, somehow these departments have become separated and even disassociated from each other. It has become common for customer success to…
How to Boost Your Live Chat Customer Satisfaction
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 time. The support site for…
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Recruiting Passive Candidates: 3 Strategies to Get Your next Star Hire
If you’re a hiring manager in a startup you can agree with me when I say, It’s not easy to build a dream team with so many constraints. Like every…
Reducing Live Chat Handle Time Doesn’t Mean More Support Agents
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 next customer. Unfortunately, customers are…