Social media has become a formidable tool marketers use to build their brand, promote their products and services, and to get more leads. Not only do they yield extraordinary results but they also cost less than the traditional approach. If you are planning to incorporate them into your lead generation campaign but have no idea […]
Keep customers
November 26, 2018
The Art of Multitasking
One of the great benefits of using live customer support is that employees can maintain a high level of service while talking to more than one customer at the same time. Live support has the highest consumer satisfaction rating out of all the channels, at 73 %. One of the reasons for this is the […]
Live response
November 19, 2018
Making the Most of Live Support This Holiday
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 […]
Keep customers
November 19, 2018
Make Customers Feel Special with the Power of Thank You
Xeno is about simplicity. It aims to help businesses streamline their processes, especially in the area of customer support. To stay on course with our vision and commitment, we help our customers to succeed in the fastest and least stressful way possible through a seamless customer service support. Just like we mentioned in our previous […]
Convert customers
November 14, 2018
KISS and Convert More Leads into Customers
KISS — Keep It Short and Simple — is a design principle associated with the United States Navy and was reportedly coined by Kelly Johnson, the notable lead engineer of Lockheed Skunk Works and the designer of the first U.S. fighter plane. Using it as a guiding principle, he told his team of designers that […]
Keep customers
November 12, 2018
Optimizing Post-Chat Surveys
If you don’t know already, post-chat surveys are questionnaires given to customers at the end of your conversation. There are many benefits to using them: you can see how your customer service strategy as a whole is performing, how well individual representatives are doing and get suggestions for areas to improve upon. Getting post-chat surveys […]
Keep customers
November 7, 2018
A Tale of Two Customers: A Case Study on Customer Retention
A Verint study on customer retention revealed that 57% of customers want to switch brands because of a mistake, such as receiving the wrong order or the order does not meet their specifications and expectations. However, 43% revealed that they could overlook those mistakes and errors if they feel the company understands them. In this […]
Attract customers
November 5, 2018
Opt-In Forms vs. Live Support: Generating Leads
Collecting customer contact details through opt-in forms, and carefully nurturing leads, is a huge advancement from the cold email spamming of years ago. Permission marketing is much more cost-efficient and effective for turning visitors into leads. Opt-in forms do have their strengths for collecting the all-important deets: they can be short and sweet, their designs […]
Keep customers
October 30, 2018
Mission Possible: Increase Retention Rates without Overspending
Finding new customers is more difficult than customer retention. However, retaining your customers is not without its challenges. With technology making all kinds of information accessible with one click, no one has been more informed today than the modern consumer. Companies cannot coerce modern consumers easily, even with shiny ads and attractive prizes. Consumers ask […]
Live response
October 28, 2018
How to Increase Your First Contact Resolution Rate
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 […]
Convert customers
October 24, 2018
Combat Cart Abandonment with Live Support
Abandoned shopping carts are a big problem for online businesses. The average abandon rate was 78% in 2017. They are an expensive problem too as getting leads to that point in the sales funnel is not cheap. There are a number of reasons customers abandon their cart, but luckily live support software can step in […]
Attract customers
October 22, 2018
How to Set Up Your Live Chat as a Lead Generation Tool
Lead generation is the bloodline of every business—the more leads you have, the more opportunities for conversion. And there is a myriad of tool and strategies to help you with your lead generation endeavors. At the forefront of all these is the customer service tool or otherwise known as the live chat. Consider what it […]