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Author: Adam Rogers

Live-chat-for-wordpress-Kayako-Messenger

3 Reasons You Need Kayako Messenger Live Chat for WordPress

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;…

Adam Rogers

Posted May 30, 2018

live-chat-first-response-time

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…

Adam Rogers

Posted May 9, 2018

live-chat-benefits

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…

Adam Rogers

Posted April 25, 2018

featured_image_How to Reduce Average Handle Time in Live Chat

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…

Adam Rogers

Posted April 11, 2018

how-to-handle-multiple-chats

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…

Adam Rogers

Posted April 4, 2018

kayako_shopify

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…

Adam Rogers

Posted March 28, 2018

Integrated-Live-Chat-boosts-eCommerce-sales

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…

Adam Rogers

Posted January 31, 2018

customer-service-trends-2018

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,…

Adam Rogers

Posted January 24, 2018

3-ways-to-politely-reject-customer-requests

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…

Adam Rogers

Posted November 29, 2017

customer-success-vs-customer-service

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…

Adam Rogers

Posted November 17, 2017

live-chat-pros-and-cons

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…

Adam Rogers

Posted September 7, 2017

all-hands-support

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…

Adam Rogers

Posted August 31, 2017

customer-feedback-survey

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….

Adam Rogers

Posted August 24, 2017

automated-customer-service-email

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…

Adam Rogers

Posted August 17, 2017

How to Find, Hire, and Build Your Customer Support Team

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…

Adam Rogers

Posted August 3, 2017

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