“Contact us” forms usually fall down by the wayside when it comes to web design. Why? Because there’s a common misconception that contact forms are an outdated method of communication,…
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The Live Chat Revenue Opportunity: Get Customer Engagement Right to Grow Your Business
Live chat’s opportunity to grow a business is taken for granted. Many businesses are missing out on the opportunity live chat offers. It can drive leads, sales, and revenue. Live…
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…
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…