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...

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...

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,...

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...

An effective live chat agent is the face of a company. He will be the only person who can give an good user experience to your website visitors and convert them into your delighted and loyal customers. Here we have picked some characteristics of an effective live chat agent which plays an important role in...

Live chat service has been benchmarked by industry experts as a highly effective, low cost service channel when compared to phone and email support. You can provide phone support to your customers in special situations where phone interaction may resolve the issue promptly. That said, no technology is perfect, and once in a while, there...