Live Chat 100 Blog

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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Empathy vs. Sympathy: The Secret to Delivering Exceptional Customer Service

May 4th, 2017 | Customer Service | Lin Parkin

As a customer service representative, your work days are often spent handling complaints and resolving issues for customers. Despite that, or perhaps because of it, you likely strive to deliver an exceptional customer experience with every interaction you have. But how can you ensure that you’re delivering top-notch customer service? Ultimately, good customer service is…

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Who Are Internal Customers (And Why They Matter)

April 29th, 2017 | Customer Service | Lin Parkin

Providing outstanding customer service is, or at least should be, at the heart of any business mission statement. However, many organizations fail to recognize that the path leading them there is by focusing on the happiness of internal customers first. You might be asking yourself, what exactly is an “internal customer?” People tend to think…

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How to Reveal Your Customers True Wants, Needs and Expectations

April 21st, 2017 | Customer Service | Lin Parkin

In the customer service industry, we often read about going the extra mile to not only meet but exceed customer expectations. There are many reasons to make that a goal, and we’ll talk more about that a little later. However, to get there, you must first understand what your customers want and need and what…

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Top 6 Best Practices for Greeting Customers on Live Chat

April 20th, 2017 | Communication | Jylian Russell

Hello. Hola. Nǐ hǎo. However you get it started, a greeting is foundational to any human interaction. Greetings help us connect on a personal level and set the tone for a positive conversation. Warm and friendly greetings can help forge new connections between strangers and welcome back old friends. Although mediated through a computer, live…

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Step Up Your A-Game: How to Be an Effective Communicator in Chat

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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10 Ways to Beat Customer Service Burnout

April 12th, 2017 | Customer Service | Lin Parkin

Contact centers have some of the highest employee turnover rates than any other industry. And is it any wonder? It’s no secret that working with the public can be stressful. Customer service agents witness the best and worst in people each day. As a frontline customer support agent, your mandate is to provide excellent service…

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To Script or Not to Script? Positive Live Chat Support Scripting

February 17th, 2017 | Communication | Kaye Chapman

The word ‘script’ can strike fear into the hearts of agents and managers alike. Nobody wants chat agents to sound robotic or to take away their freedom to express their personality and demonstrate their expertise. Having said that, your agents are the voice of your organization. Because of this, it’s important that your agents can…

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8 Ways Live Chat Software Benefits Your Business

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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