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What is your relationship with your customers like? Do you feel like you’re losing out on sales because your customers aren’t loyal to your brand? Do you want to improve your customer satisfaction and loyalty but don’t know how to? Well, then you’ve come to the right place. All this and more is part of…
eCommerce is probably the field with the most key performance indicators (KPIs) to track. Though you can optimize your online business as much as you want, none of that will matter if you’re not keeping track of your goal posts and data. Ideally, you should choose and monitor your KPIs based on your niche and…
When collected and implemented properly, customer feedback can help improve your product and the services that support it. Learning of how customers perceive your business is critical to building a customer-centric culture that strives to provide the best possible experience for prospects and customers alike. In this article we are going to explore the best…
When you think about businesses that are known for providing extraordinary customer service like Zappos, Amazon or Chick-Fil-A, they share a common trait. They’re obsessed with their customers. For these brands, customer service isn’t just a department within the organization, it’s the center of their entire company culture and plays a role in nearly everything…
In the customer service and support world, it’s no secret that live chat is changing the game. From driving sales to boosting customer experience and growing retention, live chat has arrived as a fundamentally new way to interact with and support customers. Customers and support professionals alike have taken notice. A Kayako study found that…
If you take a look at Kayako’s website and blog, it’s obvious that we know live chat customer support is a big difference-maker for businesses large and small. Our study of 500 consumers and businesses proves it. After all, more than 41% of the consumers we talked to said they prefer live chat over email,…
Usually, when your customers reach out to you, they are already in a bad state—they’re having problems with their product or service and they want your help. Ideally, they wouldn’t have to talk to anyone. Customers would rather not have to talk to anyone when they’re running into trouble, but would ultimately rather not have…
Repeat customers have always been the cornerstone of business, and that hasn’t changed with the rise of e-commerce. On average, 40% of an e-retailer’s sales come from 8% of people who are repeat customers. This requires that the online businesses make the best out of all available online tools from a website’s user interface to…
Customers and prospects have a number of ways to reach your team with sales and support questions, but none are as effective and immediate as live chat. Live chat can be used as a customer success tool through strategic outreach and engagement or as a customer support tool by providing a live channel for customers…
Live chat software is relatively new to the customer support world, but it’s caught on like wildfire. Today, most websites offer live chat support as an option. That’s because customers overwhelmingly rank live chat as their preferred method of contact. But are businesses meeting customer expectations when it comes to live chat support? The answer…
Live Chat. Everyone wants it but nobody wants to do it. It’s one of the hardest, easiest things that a company can do to provide stellar support. Implementation is easy: you find a tool that works for you, turn it on and put it where all of your customers can see it.https://kayako.com/blog/live-chat-customer-satisfaction/ But once you’ve…
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; the benefits are endless… …as long as live chat is done right. When it’s done wrong, you can end up with frustrated customers, abandoned carts,…