Is live chat helping my support team achieve their customer service and sales goals? That’s a valid question that can be answered by tracking the right live chat metrics and KPIs. Chat analytics assist you in understanding real-time customer satisfaction rates and help you gauge the performance of each support team member. “In today’s digital...

Live chat software has entered the business world on the red carpet. It became a viral phenomenon in the last couple of years, and almost every company that wants to develop a strong online presence has live chat imbedded in their web design. But this new method of dealing with the customer’s needs also brought...

Improving customer support is one of the top priorities in the business world, and there are many minor improvements to be made. Nowadays, we have a lot of online customers, who love to shop either on website, or even order via social networks. A lot of things that weren’t possible 20 years ago are now...

Being a customer service representative nowadays can be considered to be a blessing or a curse. Today, it is much easier to connect to customers at any time through various communication channels. But, these same customers expect the customer service to speak to them through various communication channels whenever they want to and throughout the...

The world is changing at a rapid pace, which is presenting every establishment out there with new challenges. The mobile and internet industry have developed a lot in the past few years, making some of our everyday activities unimaginable without access to the web. Educational institutions are not excluded from this process. It seems that...

How many times has it happened that you’re on an online store, you put what you need in the cart and after reaching to the final checkout stage, you realize the price of your item just doubled because of shipping, taxes and packaging? EVERY TIME! I have gone through the same like a gazillion times,...

Customer service in my opinion is the epitome of a “thankless job”. You need to listen to people’s infuriating comments about a service or product which is not provided by you and on top of that, you always have to be nice! It doesn’t matter whether you are working in a retail store, call center...

You’re on a vacation with your family, and you’ve booked a room in a hotel – you went a long time ago. You get to the hotel, sit down at the restaurant and before you realize, a steward walks up to you with a cup of your favorite ginger lemon black tea; without sugar and...

One of the challenges small, medium and enterprise level businesses face today, intense hyper competition not withstanding, is the need and desirability not only to bring new customers on board but to cement relationships with existing ones so that existing customers also become repeat customers. Given the high costs involved with customer acquisition, companies continue...

Gone are the days when telephones and emails were in galore as a customer service tool. Now live chat technology is definitely ahead of its game when it comes to customer experience. Although the email is one of the leading forms of communication throughout the world, live chat technology is catching up fast, especially in...