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…
Why Is Live Chat Customer Service So Hard to Get Right?
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…
Don't miss our latest success secrets
Want the best customer support and startup content delivered straight to your inbox?
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…