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Tag: communication

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The Proper Way to Ask for Customer Feedback

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…

Nandini Jammi

Nandini Jammi

Posted December 6, 2018

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

proactive-customer-service-chat

How to Provide Proactive Customer Service on Live Chat

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…

Kiera Abbamonte

Posted May 23, 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

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

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

effective-email-communication

Switch To New Channels For Effective Email Communication

You finally send off an email that answers all your customer’s questions. But before you can congratulate yourself with a pat on the shoulder, they’ve replied with a dozen more…

Jelte ten Holt

Posted August 10, 2017

customer-service-automatic-response

Personalizing Auto-Responses: Smart Settings for Proactive Support

After a week-long trial, I was ready to purchase a subscription for a project management app for my personal and work projects. I eagerly pulled up the company’s Contact page,…

Stephanie Gonzaga

Posted July 13, 2017

Service-Disruptions-Act-with-Ownership-to-Regain-Customer-Trust

System Downtime: Act with Ownership to Regain Customer Trust

System downtime can hit any online business at any time. And the way you find out about disruptions – a barrage of tweets, emails or chats –  isn’t a nice experience….

Adam Rogers

Posted June 29, 2017

angry-customers

Handling Angry Customers: 3 Email Responses Your Team Need

Whether you’ve worked in support for a month, or a decade, you will have run into an angry customer. Maybe they’re angry because of something you did or something out…

Mercer Smith-Looper

Posted June 22, 2017

negative-customer-feedback

How to Deal with Negative Customer Feedback When It Feels Personal

Sure, I was only serving coffee. But it was my first day and I felt like somebody had handed me the nuclear launch codes. I was nervous to start with…

Jelte ten Holt

Posted June 20, 2017

back-and-forth

How to Reduce Back-And-Forth with Your Customers

Reducing customer effort is a high priority for support teams. As customers we all know the frustration of getting lost in endless email chains, chats, or phone support to resolve a…

Adam Rogers

Posted June 15, 2017

customer-service-collaboration

No Agent Is an Island: Why Collaboration Is Key to Great Customer Service

Over the past few years, all hands support has been touted as the pinnacle of cross-company customer service collaboration. And yet, it’s still undervalued as a tool for minimizing barriers between…

James Doman-Pipe

Posted June 1, 2017

TED Customer Service Videos That Motivate and Inspire

11 TED Talks to Inspire Better Customer Support

You’ve read all the classic books on customer service—Delivering Happiness by Tony Hsieh, How to Win Friends and Influence People by Dale Carnegie, and more. But now you don’t need to spend…

Adam Rogers

Posted May 30, 2017

featured_image_Write_Compelling_Support_Emails

How to Write a Compelling Customer Support Email

When you’ve worked in support for a while, especially for the same company, it can feel like Groundhog Day. You feel like you answer the same questions day in and…

Mercer Smith-Looper

Posted May 25, 2017

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