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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…
In the current climate, customer experience is one of the main battlegrounds for sales organisations, often out-ranking factors like product and price. This can be especially true within the field of B2B sales, where customers are more informed than ever before, have higher expectations than in the past, and where existing customers are perfectly willing…
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,…
What is customer retention? Simply put, customer retention refers to the strategies and tactics businesses use to encourage repeat purchases and ongoing loyalty from their existing customer base. Getting it right can be a game-changer for businesses large and small. According to recent research, as many as 68% of customers will turn to a…
Content Marketing Ideas for Incredible Customer Experiences After years of building customer success teams and programs, it seemed natural to take on my next challenge – build a global customer advocacy strategy. After all, who better understands customers than someone who has been working with customers from the moment they are in their final stages…
At Kayako, we want to help you create effortless customer support experiences. Before we launched, it was obvious that traditional help desk solutions weren’t doing enough to help businesses improve their customer support. The world was changing. Markets got more crowded, consumers got more discerning, and seamless customer experience became a competitive advantage. A report…
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…
As technology and consumer behavior evolve, the way we provide customer service and support should, too. Until recently, customer service’s role was primarily reactive, addressing specific complaints as they arise—reacting to customer service issues after they happen. That’s changing. Data around consumer preferences, a focus on customer experience as a competitive advantage, small and agile…
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 cheaper. You scan through the item descriptions, comparing, contrasting. You can’t see a difference. Is this a repeat listing? Is it a mistake? You can’t…
If you’re like a lot of customer support professionals, you know how beneficial live chat software can be. It’s popular with customers—we love getting instant help without having to pick up the phone. So much so that 41% of consumers ranked live chat as their preferred method of contact. When you’re working with a small team,…
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 need, but also a bunch more that you don’t understand. For small teams, live chat is a similar proposition. Is the investment of time and…