Search Results: online
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…
The online services that we use today are generally very reliable. When you want to watch something on Netflix or YouTube, you can be sure that 99% of the time, the service will be accessible. However, it is inevitable that something will go wrong at some point. When it does, it pays to have a…
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 rarely getting this experience. They’re unsatisfied with their live chat experiences. A Kayako survey of 400 consumers and 100 businesses found that almost one-quarter of customers…
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 manage. Why bother with live chat if it adds this much pressure to you and your team? Live chat is increasingly becoming an essential support…
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 reputation like live chat. The perception is that adding a live chat app will bombard your team with incoming customer requests. You imagine customers will…
When was the last time you shopped for something that’s an everyday staple? Chances are, you found way more options than you needed and ended up choosing one at random. In today’s maturing marketplace, you aren’t the only one. In 2018, the vast majority of products on the market are pretty similar. They’re good quality…
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 it was just an obvious fact, rather than a subtle truth. In short, I’d missed the point. I’ve since realized the proverb has some value…
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, there’s been one consistent signal that stands out from the noise in this year’s customer service trends: customers want effortless experiences. Customers hate putting in effort…
Great customer service is your competitive advantage. It matters! However, the magic does not happen without preparation. We are proud to share our best tips in this advanced guide to customer service training. Our guide is not simply a training manual or a list of call center tips and tricks. It will help you breed…
Let’s just say it: one-on-ones are nerve-wracking. As an employee, when someone drops a one-on-one meeting on your calendar, it can mess up your whole day. As a manager (new or otherwise), you can struggle trying to come up with the most perfect and productive way to use your time: you need to get to…