In today’s world, people want their problems to be solved quickly. Besides, a substantial percentage of them would prefer to do it themselves, rather than have someone help them through it. A help center is a collection of content that can help customers solve their own problems with your service or product. It contains the […]

In the present digital era, live customer service is of utmost importance. It would not be wrong to say that it’s a race against the clock. For any business, being responsive is pivotal to build trust with customers. It is important to make consumers feel valued by providing immediate solutions to their concerns. You do […]

Jaqueline was shopping with her girls nearby at a boutique. She picked out the cutest sweater and swiped her card to make a checkout. Mortified, the card declined even though she knew she was just paid Friday. What gives? She hurries to call the customer toll line on the back of the card. Thank you […]

Using live support should be a smooth, flowing and stress-free experience for customers. But as can be the case when words are concerned, it could get complicated quickly if you say the wrong thing or use complicated jargon. Certain practices can leave customers dazed and confused too, such as passing them between multiple members and […]

Today there are more ways than ever for customers and leads to contact your business. Customers want to be able to choose which channel they use. And they will reward you if you give them the option. In a study by the Aberdeen Group, businesses providing service over a multitude of channels had a customer retention […]

If you have been involved in business for any length of time, whether it is marketing, sales, customer service or any other aspect of operations, you might have heard of a million different ‘next best things’ or new approaches. So, I know what you are thinking, here’s another empty promise of all kinds of benefits, […]

Millennials love to be connected, and they want it at their fingertips. 58% expect to engage with a brand whenever they choose. The irony is that we are more “connected” than ever before, but we may be making things more impersonal. Automation is becoming increasingly popular. We can order a bunch of flowers for our mum […]

With technology advancing, it has been easier to communicate with each other, no matter which part of the world you are in. It has also given businesses a lot of opportunities to expand their reach in terms of geographic location. However, that has also brought new challenges, and one of them is language. This challenge […]

Predefined responses are previously saved replies that can be triggered automatically or sent by agents during support conversations. They help to save time as agents don’t have to type out commonly occurring responses and communication over and over again. Predefined responses are a great way of increasing the speed of your service and therefore consumer […]

Emojis are cute, and they make conversations fun. Recently, customer service teams have been using them in customer interactions. Is this just a passing trend or are they effective? Are they even appropriate in business settings? Let’s look at some facts and figures: Posts with emojis get more shares than those without them according to […]

The Holidays are a busy time for online business owners, with 60% of shoppers planning on using the internet for gifts this year. In such a busy time, anything that can make it easier for your business to supply more customers, whilst keeping impeccable customer service, can only be a good thing. Live support software […]

First contact resolution (or FCR) rate is how often you solve a customer’s issue the first time you speak to them. The average FCR rate for live customer support is currently 66%. It is one of the most important factors for measuring consumer satisfaction level. In our fast-paced world, customers want issues to be resolved […]