OctopusTech

JULY 31, 2023

If you haven’t received a response from your clients about your services for a long time, then you should immediately take necessary actions like using live chat outsourcing to find out the reason by checking the quality of your products and services. Some claim that live chat might make customers feel underappreciated.

outsourcing 62

outsourcing Metrics Customer Service Chatbots 62

Calabrio

NOVEMBER 25, 2020

In fact, the pace of change is only accelerating affecting nearly every facet of our lives, from how we bank, shop and socialize to how we respond to a pandemic. And while few ‘zero out’ to an agent right away these days, when they do request a live person, they expect an efficient experience.

Contact Center 52

Contact Center Self service Analytics Banking 52

LiveChat

JANUARY 3, 2019

It was a good year for the LiveChat blog. Our blog was visited every month by over 100k visitors , who spend 8 minutes on each page on average. Let me proudly present a list of 12 killer posts we’ve published this year on LiveChat Blog. How we reached 100,000 unique views a month on LiveChat blog. It was just great.

Chatbots 59

Chatbots B2B SaaS B2C 59

Comm100

OCTOBER 10, 2022

In this blog, we’ll look at some of the best chatbot examples across industries, revealing how organizations are using automation and the benefits each brings. To slow the high turnover in these positions, organizations are focusing on the agent experience and turning to automation. On some days this number rose as high as 91%.

Chatbots 81

Chatbots Customer Service Self service Agent burnout 81

Quiq

JULY 22, 2022

Are you using live chat at every touchpoint? Many businesses see live chat, also known as web chat, as just another tool for your customer support center. But live chat is so much more than that. Let’s take a look at how you can use live chat at every stage of the customer journey.

Chatbots 85

Chatbots Journey mapping Customer retention Advertising 85

ShepHyken

JUNE 26, 2020

This article was previously posted on BotsCrew’s blog. To keep up with the huge increase in orders and deliveries, some big companies are announcing large-scale hirings. For example, Amazon plans to hire an additional 100,000 warehouse and delivery workers , along with raising the salary by 2$/hour.

Customer Service 315

Customer Service Chatbots Sales Management 315

Comm100

JUNE 23, 2022

Students want fast and convenient digital support that matches their lifestyle and expectations, and that is why more and more schools are adopting live chat – the only channel that can deliver on this. In this blog, we’ll look at the top reasons why universities and colleges are choosing Comm100 Live Chat.

Chatbots 78

Chatbots Education Wait times CRM 78

Comm100

FEBRUARY 15, 2022

On-demand customer service, whether it’s through online chat or other platforms, is now an expected and staple part of any modern tech company. In some cases, this may involve hiring individuals in other countries to serve as your CS specialists. Nowhere is this more apparent than in the sphere of customer service.

Customer Service 52

Customer Service Chatbots Self service Transportation 52

Comm100

JANUARY 21, 2021

There are many digital customer service tools for small businesses to choose from, but there’s only one that stands out with real-time, accessible, and cost-effective support – and that’s live chat. How many channels offer as many benefits as live chat does for both the customer and business? What is live chat? .

Surveys 98

Surveys Marketing Customer Support Sales 98

Nicereply

JULY 8, 2021

Level up your operations, hire more people, keep your CSAT score as high as a dragon can fly, and you will nail the holiday season this year! . This can be hard to handle – do you hire more agents just for the holidays? Plan your hiring strategy. It’s never too early to start planning for the holiday season.

Customer Support 98

Customer Support outsourcing Self service Technology 98

Comm100

JUNE 6, 2023

In 2022, it announced the awarding of $286 million across 48 states and territories to boost the training and hiring of mental health professionals in K12 and higher education. To help tackle this issue, colleges can adopt live chat. Employ a stepped-care model Mental health issues in college students vary widely.

Education 52

Education Wait times Personalization Surveys 52

Nicereply

OCTOBER 26, 2022

In this episode of Content Pie , we’ve gathered the best blogs on how to communicate reduced service hours. Your customer support agents are still humans. It is common to hire more people during the rush holiday season. Customer Experience Leaders Chat is where we talk to support professionals from all over the world.

Customer Support 52

Customer Support Personalization Customer Service Customer Experience 52

Nicereply

JUNE 12, 2023

A great customer service training program enables new hires to quickly make a positive impact, helping customers and boosting the success of your support team. And while it might sound wonderful, how do you actually train a new agent to do this? Find ways to connect your new agents’ work to meaningful KPIs like revenue and retention.

Customer Service 84

Customer Service Best practices Construction Customer centricity 84

Comm100

MAY 23, 2022

Live chat and chatbots, on the other hand, deliver the support that students now demand – fast, convenient, and personalized. This blog will highlight the key ways that higher education is suffering by not offering digital student engagement and what they can do about it. Damaged CSAT. Higher operating costs.

Education 52

Education Chatbots Transportation Wait times 52

Blueship Call Center

NOVEMBER 30, 2022

Whether you are a first-time entrepreneur juggling many tasks at once or a seasoned executive managing a larger organization, you will need to increase your customer service efforts and hire more team members as your business expands. Do you have the necessary infrastructure to sustain a chat team internally?

outsourcing 40

outsourcing Coaching Morale Consulting 40

Comm100

AUGUST 8, 2022

As consumers have adapted to digital technologies for communication in their personal lives, their preference for digital communication channels has crept into the customer service space. For many organizations, the leap to digital support means introducing live chat for customer service – now the most popular channel to connect with brands.

Chatbots 77

Chatbots Customer Service Wait times Banking 77

ProProfs Blog

FEBRUARY 21, 2020

I love using live chat because it’s simple, easy, and helps me get a solution instantly. Well, from what I’ve seen and heard from other business owners – yes, live chat definitely brings a lot of value addition as a support tool. But even with live chat, your operators are bound to commit mistakes.

CRM 165

CRM Personalization Customer Support Feedback 165

Blueship Call Center

JULY 24, 2023

In comparison to hiring an internal workforce, they are far more economical and have excellent customer satisfaction training. If you want to improve customer happiness, interact with your client base, or foster customer loyalty, outsource chat services. Additional help options include phone, chat, and social media.

outsourcing 56

outsourcing Call Center Average Handle Time Customer Support 56

Calltools

SEPTEMBER 6, 2023

However, there are others who would rather find the answers they need without connecting to a live person. Utilizing self-service options can help save your agents’ time and provide a better experience for your customers. This frees up your agents to focus on more pressing issues, conserving company resources.

Self service 52

Self service Interactive Voice Response Customer Experience Chatbots 52

Nicereply

MAY 2, 2022

All jobs are stressful to some degree, but it’s particularly tough for customer support agents. If your agents are performing less well than before, this could suggest they are burnt out. Most customer support reps are hired for their ability to handle difficult customers and gracefully deal with all sorts of situations.

Morale 98

Morale Customer Support Feedback Management 98

Nicereply

JANUARY 30, 2023

In an ideal world, your self-service support would scale so effectively that you’d never have to hire another support person ever again. Several years’ worth of data can be useful in knowing what was just a flash in the pan, and what actually has been a trend that you can use to predict future growth and hiring.

Metrics 98

Metrics Finance APIs Customer Support 98

Nicereply

AUGUST 3, 2022

Offer Live Chat Support. Live chat, for instance, can help you provide fast online customer service. Besides, 73% of customers prefer live chat as a communication medium for customer support. Your customers can be “served” with live chat within two minutes. People love quick solutions.

Customer Service 59

Customer Service Self service Wireless Metrics 59

Totango

FEBRUARY 2, 2021

For instance, let’s say you sell an app designed to improve customer service performance, and it currently takes your customer an average of five minutes to respond to live chat support tickets, a KPI known as First Response Time(FRT). Defining procedures for determining which chatbot inquiries should be routed to live agents.

Benchmark 127

Benchmark Chatbots Accountability Enterprise 127

Comm100

JULY 20, 2021

That is why both chatbots and live chats have been on a steep incline of adoption by online businesses since they both offer unique benefits that email and phone support don’t. On the other hand, live chat represents human warmth, understanding, expertise, and the ability to connect. What is live chat?

Chatbots 57

Chatbots Customer Service Scripts Morale 57

Callminer

AUGUST 1, 2017

Just by using software, you can scale from one customer representative agent to one thousand and back again without dealing with any downtime. Many agents end up with multiple tabs open on their screens, flipping between them to complete the inquiry generation process. This is the main key to keeping agents happy and productive.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

SharpenCX

AUGUST 19, 2021

Consumer review sites and even entire blog articles talk about Shopify’s great customer service, with tons of users listing it as one of the brand’s benefits. They have a huge database of FAQs, email/chat support…and phone support – with a real, knowledgeable rep on the other side.”. Customers live at the heart of Shopify. .

Customer Experience 137

Customer Experience Morale Consulting Consulting 137

ProProfs Blog

MAY 9, 2019

In this day and age, live chat is a powerful tool for brands to communicate with consumers in real-time. When 66% of customers stop using a brand because of poor customer service, live chat can be viewed as a practical solution to solve the problem. How to Grow Your Small Business With an Enterprise Chat Software?

Enterprise 125

Enterprise Upselling Customer Support Sales 125

bold360 Blog

APRIL 28, 2021

The bank was seeing around 40,000 website visits and handling about 1,000 live chats daily. Many more bank customers actually wanted to use live chat, but the bank didn’t have enough agents available to support all the demand. That way, customers are free to do other work while they wait for the agent’s ping.

Banking 52

Banking Chatbots Average Handle Time Wait times 52

ProProfs Blog

APRIL 3, 2020

For companies that rely on service agents to provide customer support services, this would mean hiring staff in shifts – which is costly in the long run. . If you fall under any of these categories, consider using help desk support software to deliver 24/7 support without hiring additional staff. .

Self service 142

Self service Customer Support Customer Service Technology 142

Real Blue Sky

MARCH 6, 2023

This blog post is not about the technological transformation of the call center into the modern contact center. Their outsourcer has recruited and trained more than 1,000 customer service agents in 20 different languages to serve customers in more than 150 countries. You may also enjoy reduced real estate and facilities costs.

outsourcing 98

outsourcing Contact Center Real estate Business Process Outsourcing 98

OctopusTech

AUGUST 11, 2021

Agents Are Always Abroad. When people think of Call Center Outsourcing, they usually consider an agent sitting miles away in another continent, handling phone calls. At Octopus Tech, all of our agents are Indians but very fluent in English to handle clients across foreign countries. Agents Won’t Get Your Business.

outsourcing 62

outsourcing Call Center Wait times Customer Support 62

Hodusoft

JUNE 21, 2023

If yes, then you must know everything about call centers starting from all call center systems to how to select the best call center software and customer service agents. In inbound call centers, using inbound call center software can streamline incoming calls and enable agents to handle all calls as efficiently as possible.

Call Center 52

Call Center call center software Interactive Voice Response Multichannel 52

ProProfs Blog

JANUARY 7, 2020

When the world moves at break-neck speed, why should the customer be kept on hold, waiting for the agent to respond? . If there is no accountability on the part of the agent if response times have been really prolonged. If agents end up doing a lot of manual work in the absence of adequate automation.

Customer Service 169

Customer Service Customer centricity Brand ambassadors Customer Support 169

GetFeedback

MAY 17, 2018

Once upon a time, customer support agents would split their time between one or two channels (usually phone and email). When live chat agents handle 310 chats a month, 85% satisfaction rating. But reduce their workload to 50 chats a month and customer satisfaction jumps up significantly to 96%.

Morale 83

Morale Self service Surveys Customer effort 83

bold360 Blog

SEPTEMBER 23, 2020

The coronavirus pandemic has upended your members’ lives, whether due to financial hardship, health concerns, or lifestyle changes. Or members are using chat to check if a branch is open and what safety precautions you’re taking. Hensley estimates that call center volume has doubled, and live chat volume increased 44%.

Self service 52

Self service Technical Support Banking Call Center 52

OctopusTech

SEPTEMBER 9, 2023

Have you ever dialed a customer support number and found that the person at the other end lives halfway across the globe? This can either be performed by an in-house team under a separate unit within a company or by hiring a third-party company who is specialized in this activity.

Best practices 62

Best practices outsourcing Call Center virtual call center 62

ProProfs Blog

MAY 21, 2020

However, it also indicates that a lot depends on the kind of customer service operators you hire for your business. So, to help you hire the right customer service, support, and experienced team members, we’ve created a small guide for you. Call Center Agent. Providing instant troubleshooting via live chat tool.

Customer Service 166

Customer Service Engineering Customer Support Management 166