By now, you’re already aware of the benefits of live chat. We talk about them all the time: increase in customer satisfaction, higher likelihood to close sales, larger transaction sizes;…
Author: Adam Rogers
3 Pain-Free Ways to Cut Live Chat First Response Times
You’re browsing online searching for the perfect item at the perfect price. You find it quicker than you thought, but there’s an item that seems exactly the same, only $15…
How Small Teams Are Relishing the Benefits of Live Chat
Have you ever decided to step up from capturing photos on your smartphone to a dedicated DSLR camera? I bet the model you want comes with all the features you…
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…
Handle Multiple Chats Without Pulling Your Hair Out
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 growing list of apps to…
Why Your Shopify Store Needs the Best Live Chat App
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 channel that has a bad…
Integrated Live Chat Boosts Ecommerce Sales
Last year, I worked with a salesman who repeated the same motto on a daily basis: ‘people buy from people’. At first, I thought he was talking nonsense. I thought…
Customer Service Trends 2018: Creating Effortless Customer-Centric Experiences
At Kayako, we do our best to understand not just our customers’ needs, but their customers’ needs, as well. Armed with that empathy and over ten years in the business,…
3 Ways to Politely Reject Customer Requests
We all know that emotionally, people don’t respond well to “no.” As customers we hate it, so why would you straight up say “no” to a customer request? A by-product…
6 Ways Marketing and Support Can Work Together to Improve Customer Experience
This is a guest post from our friends over at Campaign Monitor. Kim Courvoisier will teach you 6 ways marketing and customer support can collaborate to create more consistent customer…
What Your Customers Love and Hate About Live Chat Support
Are you looking to add live chat to your customer support arsenal? If you are evaluating this, you can’t help but pull out a notepad, draw a line down the…
All Hands Support Will Never Work for Your Business
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 to developers—spends time working as…
4 Mistakes You Must Avoid with Customer Feedback Surveys
This is a guest post by our friends over at Nicereply. Jakub Slámka will teach why it’s important to ace your next customer feedback survey and which mistakes to avoid….
How An Automated Customer Service Email Saved Us 8 Unnecessary Replies
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 are a vital ally in…
How to Find, Hire, and Build Your Customer Support Team
When you call the customer service team of a cable company to cancel your contract, you might expect small hiccups, but overall you expect it to be relatively easy. Perhaps…