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Archive 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,…

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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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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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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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May 11th, 2017 | Live Chat | Isabella Steele

We’ve all been there: you’re waiting on the phone or in a live chat session, and the representative is fumbling with information. He or she tells you that your problem is solution-less; that he or she is sorry, but if you just give it 24 hours maybe the problem will just go away on its…

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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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March 10th, 2017 | Live Chat | Isabella Steele

Introduction After you have purchased your live chat solution, the next step is to add live chat to your website and start engaging with your customers. But what are some live chat best practices that you can employ when making this transition? Whether you are new to live chat, or are looking for new ways…

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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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