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…
Tag: communication
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;…
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…
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…
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…
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…
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…
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,…
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….
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…
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…
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…
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…
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…
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…