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 […]
Live response
September 6, 2018
Making Sense of Metrics: The Top Statistics for Live Customer Support
Live response
September 5, 2018
The Ideal Response Time: How Can Teams Respond Faster to Customers
Consumers worldwide utilize the internet to get easy access to products, services, and support. In response, businesses across industries invest more in customer support. A study from Harvard, however, makes companies rethink their responsiveness to customer problems. According to research, companies fail to respond on-demand to their customers online. While consumers expect a response in […]
Keep customers
September 3, 2018
Haste Makes Waste: Increasing Customer Service Speed Without Adding Stress
Providing good customer service is without doubt one of the most important factors in retaining customers. Indeed, a report by Right Now found that 82% of customers stopped doing business with a company because of a negative experience. One of the ways to give top-notch service is to provide speedy customer problem resolution in live […]
Convert customers
August 31, 2018
How to Harness Buying Mode with Live Customer Support
If you have a live chat support box on your website, you are probably going to be speaking to one of two people: people that are already your customers, or potential customers. Those that are potentials will generally be in “buying mode”—they will have a particular problem that they are looking to solve, which has […]
Attract customers
August 29, 2018
How to Transition MQLs to SQLs: Quantity vs. Quality
A lot of business owners think that if they get more leads, they can get more customers. In a perfect world, you sell your product and service, and people buy them. But in the real world, there are rejections. Sometimes, people show interest in what you offer, but it does not necessarily mean they will […]
Live response
August 27, 2018
The Importance of Platform—Being Near Your Customers
Real-time customer communication, or live response, is a proven solution for customer interaction, delivering higher returns on investment than other approaches, as well as improved customer response. However, to make the most from live response, the customer support team needs to be able to reach out to customers in a familiar environment they are used […]
Live response
August 24, 2018
The Art of Conversation: Live Support Tips
Live customer support allows you to talk directly to customers more easily than ever before. And the great news about this is that customers like chatting. They want their issues to be solved in a personal manner and they love to be made to feel special. Mastering the art of conversation is a sure-fire way […]
Keep customers
August 22, 2018
Inspire Customer Loyalty: Learn to Listen
When it comes to listening, no one understands its importance better than department store mogul J.C. Penney. He said: “The art of effective listening is essential to clear communication, and clear communication is necessary to management success”. When you take the listening route, the path to success is simple, fast, and uncomplicated: listen carefully, communicate […]
Convert customers
August 15, 2018
Every Minute Matters: How Timely Communication Can Boost Conversion
Conversion is the yardstick when measuring the success of a business. It is also the indicator if each aspect of your business is working or not—from product development to customer service. If the conversion exceeds the goals you’ve set, then you can say you’re on the right track. However, if your conversion is declining, you […]
Attract customers
August 13, 2018
Convert Your Landing Page into a Great Lead Magnet
Standing out from competitors online can be very challenging. However, there are ways to get ahead of the game. Creating a high-converting landing page can definitely bring in some quality leads. Indeed, to separate your business from others, you need to offer something valuable to your prospects via your landing page. Create interest and excitement […]
Convert customers
August 10, 2018
Automation Isn’t Always the Answer: How the Human Touch Can Increase Conversion
It may seem like automation saves your company time and therefore money. Nowadays, there are plenty of ways to automate our communication, whether it’s through support forms, phone calls or via a chatbot, etc. But when it comes to converting leads, there is a much more effective method. Live customer support or live chat is a great way […]
Keep customers
August 6, 2018
How Do You Measure Customer Satisfaction?
When it comes to customer experience, you need to make sure that your customers are satisfied. If they are not, it might affect your business in the worst way. So, how do you measure customer satisfaction? There are several ways to do so and it includes not only customer satisfaction surveys, but also actionable steps. In […]