Archive for 'Live Chat'

October 12th, 2017 | Live Chat | Jeff Grundy

The verdict is in from too many sources to count, and they all say that live chat is the most cost effective way to manage support and communicate with website visitors. As good as live chat is, though, it is only as effective as the agents that use it and the way they communicate with…

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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,…

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April 14th, 2017 | Live Chat | Lin Parkin

Effective communication is the cornerstone of any successful customer service interaction. But the communication process for live chat takes a special kind of talent. Don’t assume your star customer service representatives on the phone can achieve the same results in chat. Not only do live chat agents need to possess the same level of patience…

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February 13th, 2017 | Live Chat | Kaye Chapman

Most people who have used Live Chat as a customer know its biggest advantages: it’s quick, convenient and doesn’t take as much effort as a phone call. Nowadays, customers expect to be able to choose how they contact your business, in ways which are convenient for them. Imagine if your bank only provided information over…

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February 10th, 2017 | Live Chat | Kaye Chapman

Live Chat is a great tool for helping to increase sales, decrease resource and make your customers happier. So once you’ve taken the plunge and introduced Live Chat software, it’s natural that you’ll want to make the most of your new customer service capabilities. Here are some best-practice tips for helping to get extra value…

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January 24th, 2017 | Live Chat | Kevin Gao

Every day, your agents type out hundreds of messages to customers in need. What if you could introduce a tool to help make saving the customer’s day just a little easier? If used effectively, canned messages can help revolutionize your support team’s live chat process—they act as the trusted sidekicks to your live chat support…

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January 17th, 2017 | Live Chat | Kevin Gao

Introduction Your customers want quality resolutions fast. When they enter your live chat queues, they have expectations about the length and quality of their wait that can make or break their customer experience. But according to the 2014 Global Customer Service Barometer by American Express, only six in ten customers feel that companies meet their…

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