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 […]

The fast development of technology in the 21st century has been transforming businesses digitally. Add to that the rising demands of the modern consumer for real-time solutions to their questions and problems. Real-time marketing was born to meet those demands. One of the most effective and most preferred real-time marketing methods is live customer support […]

According to the latest 2018 statistics on customer service, 62 percent of customers said that they will return to a website with live support features. Moreover, the same report also revealed that people who love to chat spend 60 percent more than those who do not. However, no matter how promising the statistics look, using […]

Live customer support is fast becoming the must have feature for online businesses. It allows you to give excellent customer service, increases conversions and repeat business. But the bottom line is that it can help your bottom line, significantly. Some of the benefits of live response is that you can solve multiple problems at time, […]

The popularity of live support is rapidly increasing, and it can be an effective way to quickly resolve customer problems. The customer satisfaction rate for this channel is higher than most other platforms. But you have to use it in the right way. There are a number of metrics you can use to help optimize […]