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4 Essential Questioning Techniques for Live Chat

July 20th, 2017 | Live Chat | Jylian Russell
Great questions are the lifeblood of any great conversation. Without them, a conversation will quickly fall flat or find itself running in circles. And just like any ‘real life’ conversation, those on live chat depend on certain questioning skills to help them smoothly progress and solve a customer’s needs. For the live chat rep then,... Read More

Go for the Laugh: What You Need to Know About Using Humor in Customer Service

July 13th, 2017 | Customer Service | Isabella Steele

Humor is a multi-billion-dollar industry, saturated with actors, stand-up comedians, humor authors, cartoon artists, filmmakers, comedy writers, late-night TV hosts and more. A “sense of humor” is something we actively seek in a partner, and in our closest friends. Our favorite people, characters, and memories are often the ones that make us laugh. Why is…

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Do Your Live Chat Agents Measure Up? The 9 Best Key Performance Indicators and How To Use Them

July 7th, 2017 | Live Chat | Isabella Steele

Key performance indicators, or KPIs, are performance measurements that show how effectively a company is achieving its goals. Key performance indicators can be used to measure the success of a company’s customer service strategy, the quality and effectiveness of its support, how well its agents are performing, and more. Measuring KPIs is like taking your…

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The Art of Boosting Team Morale: How to Motivate Your Live Chat Team

June 28th, 2017 | Live Chat | Isabella Steele

It doesn’t matter if you’re a student who’s struggling to study for a test, an artist who’s trying to get back to work on a painting, or a doctor who has a pile of exam results that are waiting to be reviewed; everybody suffers from a lack of motivation at times. This “everybody” includes your…

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How to Go the Distance: Key Tips and Practices for Managing a Remote Live Chat Team

June 15th, 2017 | Live Chat | Isabella Steele

So you want to hire a stellar live chat team. Chances are, you’d love to have the option of picking from a vast pool of talented agents. And let’s be honest–you probably want to save money in the process. These are just some of the things that startup businesses and multi-billion dollar corporations alike look…

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Debunking the Mehrabian Model: Words Do Matter (and Here’s Why)

June 12th, 2017 | Communication | Lin Parkin

Have You Heard of The Mehrabian Model? It’s a common communications model discussed within customer service and communications training programs today, but it’s not perfect. While the study it was derived from may provide some interesting insight into verbal and nonverbal cues, it is difficult to extract any truly meaningful facts or figures. Let’s have…

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How to Reduce Your Average Handle Time Fast

May 26th, 2017 | Communication | Isabella Steele

Let’s go! Wrap it up! There are calls in the queue! One or more of these phrases might be familiar to you; many customer service supervisors use them as an attempt to lower your average handle time. The average handle time is the mother of all metrics and is frequently used in contact centers to…

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Weighing in on Words: Smart Use of Positive Language in Customer Service

May 24th, 2017 | Customer Service | Lin Parkin

Have you ever been in a situation where you’re speaking with a perfect stranger who uses your first name way too much during the conversation? Most of us have, and it is cringe-worthy. It rarely happens in face-to-face interactions though. It’s much more likely that you’ve experienced it on the other end of a telemarketing…

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How to Say No to a Customer Without Ruining Your Relationship

May 18th, 2017 | Communication | Jylian Russell

Nobody likes being told no. A ‘no’ means rejection. A ‘no’ means we don’t get what we want. Hearing ‘no’ as a kid was tantamount to the end of life, and there’s a good chance most of us still hate hearing it as adults. For support agents, saying ‘no’ to customers is an unavoidable part…

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Top 6 Best Practices for Closing a Live Chat Conversation

May 17th, 2017 | Communication | Jylian Russell

You’re about to wrap-up what has been, so far, a successful phone support call with a customer. You adeptly answered their questions. You even managed to upsell them on a new product feature. They seem over the moon with your help-their smile practically beaming from the other end of the call. Yep, you’re a customer…

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Missing Customer Feedback? 9 Tips For Effectively Promoting Your Customer Satisfaction Survey

May 12th, 2017 | Customer Service | Isabella Steele

It was a Friday afternoon and Rodrigo, my Uber ride, was pulling up in a black Chevrolet Onix. Like the other times I had used the controversial cab service, I popped him a smile and a casual greeting as I swung into the back seat of his car. “Candy?” Rodrigo offered me as he started…

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