JivoChat

JANUARY 17, 2021

Live chat support is the perfect online service tool for customers who want immediate help. Studies show that 41% of consumers prefer live chat , versus 32% who prefer phone support, 23% who prefer email support, and 3% who prefer social media support. What is Live Chat Support?

Best practices 52

Best practices CRM Customer Support Personalization 52

ShepHyken

SEPTEMBER 13, 2019

This week we feature an article by Hamzah Tariq who shares seven ways to improve the overall live chat experience for your customers. One of the most successful ways to enhance the customer experience is through live chat. However, there’s always room for improvement in how customers are engaged via chat. .

Customer Experience 271

Customer Experience Technical Support Self service Best practices 271

ShepHyken

JULY 5, 2019

Just like any forum, the online world has its own codes, best practices, and of course, language – one that is imperative to know in our digital age. Yes, it enables you to chat across various mediums. You do not need to talk on the phone, live chat, or email with a customer in order to provide good support.

Feedback 300

Feedback Self service Best practices Scripts 300

ShepHyken

JULY 21, 2017

This week we feature an article by Jason Grills about how to use live chat agents properly in order to delight your customers. I believe that as a quick first line of support, live chat is a great alternative. The implementation of live chat software is an easy task to achieve. – Shep Hyken.

Customer Support 229

Customer Support Chatbots Personalization Education 229

Comm100

NOVEMBER 25, 2015

When the live chat going gets tough you might think to yourself, what do customers truly expect from me? But several live chat features make it easier than ever to anticipate customer pain points—and with proactive chat, you can dazzle customers by reaching out before they even think to make their way to the “contact” page.

Best practices 41

Best practices Scripts Finance Abandon rate 41

ShepHyken

DECEMBER 21, 2018

Implement multiple support channels such as email, live chat , phone etc. Execute customer support channels according to the customer’s choice in order to offer the best assistance possible. To maintain insight into the big picture, it is best to set specific goals for every support executive and inform them about them.

CRM 235

CRM Best practices Customer Service Metrics 235

ShepHyken

NOVEMBER 4, 2016

This week on our Friends on Friday guest blog post my colleague, Shaista Haque, writes about the millennial generation’s use of technology and how it is affecting their customer experience. Millennials are the first generation who have fully grown up technology literate, practically from birth. – Shep Hyken .

Analytics 315

Analytics B2B Technology Enterprise 315

Provide Support

APRIL 26, 2017

There’s no question that live chat is getting huge as more and more businesses are adopting the tool to stay competitive in the industry. In fact, according to Gartner , by 2018, over 80% of companies will offer some form of live chat on their website or on mobile devices to interact with their customers. Read more.

Best practices 53

Best practices Surveys Customer Service 53

ShepHyken

NOVEMBER 30, 2018

The best policies and procedures do not compel agents to say no to certain customers. If the majority of handle time for a particular issue is spent on “qualification” rather than “resolution” or “connection,” the issue is likely a simple transaction that does not benefit from a live agent conversation. Goal: Improve Customer Loyalty.

Abandon rate 236

Abandon rate Journey mapping Average Handle Time Customer centricity 236

JivoChat

AUGUST 22, 2023

Learning how to start a travel blog will help you share your passion for visiting different places and getting to know cultures from other countries all around the world. You can write articles about every destination you go to, for example, city guides, the best places to eat, main tourist attractions, and much more.

Engineering 75

Engineering Analytics Best practices Customer Support 75

ShepHyken

NOVEMBER 2, 2017

If they offer live chat try it out, what are their responses like, do they: Take too long. Organizations will place only the testimonials that reflect them in the best light on their website to attract customers. The post Guest Blog: How Your Competitors can Improve Your Customer Service appeared first on Shep Hyken.

Customer Service 192

Customer Service Advertising Scripts Feedback 192

Enghouse Interactive

OCTOBER 13, 2020

AI Makes It Possible (Blog Series). Blog #2 of 4: Seeking th e Root Cause and Affecting the Right Outcome. However, when trying to develop or understand inferences and other higher-level concepts, deep learning generally falls flat, which has prompted researchers to combine various types of approaches to find what works best.

Scripts 95

Scripts Interactive Voice Response Analytics Contact Center 95

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content. Here, we cover the 20 best customer service blogs and influencers to follow in 2020.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Comm100

SEPTEMBER 28, 2022

Before you begin making changes to your service delivery and your staffing practices, it’s important to understand how your organization compares against industry. Read on to learn which live chat KPIs will be most useful to the development of your customer service team so you can optimize your live chat experience.

Average Handle Time 91

Average Handle Time Benchmark Wait times Metrics 91

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.

Chatbots 59

Chatbots B2B SaaS B2C 59

Lumoa

JANUARY 15, 2024

Conversational commerce is all about interacting with customers through various communication tools, like live chat, chatbots, and contact centers. Utilizing Messaging Platforms and Chatbots Live chat can be a great choice for conversational commerce. Let’s explore what forms that technology can take.

Customer Experience 83

Customer Experience Chatbots Best practices Metrics 83

Comm100

DECEMBER 12, 2023

This blog will delve into the top four customer service trends that are expected to take center stage in 2024. This blog is written for you, the experienced customer service professionals, who are the driving force behind these changes that will improve CX and internal efficiencies. Comm100 Live Chat offers proactive support too.

Customer Service 78

Customer Service Chatbots APIs Government 78

ProProfs Blog

DECEMBER 17, 2020

Ever wondered how challenging it must be for your operators to handle multiple chats at the same time? What if they make a mistake while managing multiple chats or one of their responses prompts the visitor to leave the website before getting a solution? Why Handling Multiple Chats is a Challenge. Previous chat history (if any).

Wait times 141

Wait times Management Customer Support Customer Service 141

Comm100

SEPTEMBER 6, 2022

After you have defined your live chat objectives , it is time to consider the next step: beginning to implement your live chat software. In order to do this, it is important that you hire live chat agents who are professional and all about ensuring customer satisfaction.

Benchmark 83

Benchmark Average Handle Time Best practices Metrics 83

Comm100

MARCH 21, 2023

Offer live chat Live chat lets organizations provide real-time customer service through text support, as well as voice and video too. Live chat software has become increasingly popular within customer service, and for good reason. Chatbots take this self-service to another level.

Customer Service 67

Customer Service Chatbots Self service Surveys 67

Nicereply

MAY 4, 2022

So what are some of the best practices for stellar eCommerce customer service? Real-time Support with Live Chat. One of the best ways to improve customer satisfaction is through real-time support — that means being there for your customers when they need help, at any time. Let’s find out! Enable self-service.

Best practices 98

Best practices Self service Sales Surveys 98

PeopleMetrics

OCTOBER 19, 2021

With texting & video chat being more popular than ever, it’s imperative that your customer feedback program keeps up to date on the way your customers want to speak with you. In this PeopleMetrics LIVE! PeopleMetrics LIVE! Can't attend the live a session? Sign up for more PeopleMetrics LIVE! No problem!

Feedback 118

Feedback Surveys Best practices Accountability 118

Comm100

FEBRUARY 15, 2022

If you want your brand to thrive in the modern market , you’ll need to know how to pivot your customer service practices to give your target consumers what they want ASAP. 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.

Customer Service 52

Customer Service Chatbots Self service Transportation 52

ProProfs Blog

DECEMBER 20, 2019

79% of businesses prefer to use live chat at their website instead of email (61%), phone (44%), and social media (48%) platforms to communicate with customers for instant support. Businesses are using live chat increasingly because live chat instills confidence in the customers. What is Live Chat?

Customer Support 124

Customer Support Marketing Sales Wait times 124

ProProfs Blog

DECEMBER 16, 2020

To make instant help possible, you’ll need live chat software to manage support during the holidays on your website besides offering phone and email platforms. But simply adding live chat to your website won’t be enough. How Can Live Chat Help During the Holidays? Let’s get started.

Management 147

Management Chatbots Sales Upselling 147

Comm100

MAY 19, 2020

Note: This blog post was originally published on Jul. 20, 2015, and as it is one of our most popular posts, we have updated it to include the latest research, up-to-date statistics and best practices in this topic. You may also be aware that while live chat and instant messenger applications (i.e. Free Live Chat.

Best practices 111

Best practices Analytics Sales Benchmark 111

ProProfs Blog

MARCH 26, 2020

Thanks to live chat, the ‘call on hold’ mode during a support request doesn’t daunt anymore. That’s exactly why you have a technology like live chat in place. Did you know that in 2018, customers spent an average of 713 seconds (or 11 minutes and 53 seconds) on live chats? Are addressed as another customer.

Upselling 134

Upselling Customer Support CRM Management 134

ProProfs Blog

OCTOBER 12, 2018

It is an established principle that to formulate solid business tactics and practices, one needs to plan. Related Article: Must Have Features Of Best-In-Class Live Chat Software For Startups. Live chat software is what one must look out for! Chat Greeting. It improves the chances of success.

Enterprise 141

Enterprise CRM Customer Support Marketing 141

JivoChat

JANUARY 15, 2023

In this article, I’ll show you six lead generation best practices that you can implement to help your business turn more leads into happy customers. 6 Lead Nurturing Strategies and Best Practices to Turn Leads into Customers. Use Live Chat to Answer Key Questions. What is Lead Nurturing?

Best practices 75

Best practices B2B Sales Multichannel 75

Nicereply

AUGUST 10, 2022

To give the best customer experience, you need to ensure that your writing skills are spot on. Instead, customers are much more likely to fill out a contact form, talk through a live chat system or write you an email. To give the best customer experience, you need to make sure that you know exactly what your customer wants.

Advertising 98

Advertising Banking Customer Service Customer Experience 98

ProProfs Blog

DECEMBER 22, 2020

This trend of call centers for chat support shifted to contact centers for chat support when internet usage became quite popular. And that’s not the only change businesses had to accommodate while running a contact center for chat support. Why Contact Centers Need Live Chat. And live chat software is one of them.

Contact Center 130

Contact Center Call Center Feedback Wait times 130

Totango

SEPTEMBER 22, 2023

Announced during our flagship event, Totango Live! Totango integrations not only enable us to bring in data sources, so we have a deeper understanding of our customers, they also enable us to leverage multiple modes of communication with customers, from in-app chat experiences to email and more.” Shawn White, Sr.

Enterprise 113

Enterprise Education Best practices Customer retention 113

ProProfs Blog

DECEMBER 27, 2020

As you help your leads get answers to these questions and walk through the decision stage, you are also required to focus on: Maximizing the funnel conversions by constantly engaging with your leads using live chat to ensure they leave as your customers. In fact, blogs are one of the most common forms of awareness stage content.

Journey mapping 148

Journey mapping Education B2B Sales 148

Nicereply

DECEMBER 29, 2020

Whether you have visited our blog or listened to the Customer Experience Leaders Chat podcast, we are incredibly happy and grateful for you. The way we live and work has definitely changed, and we needed to settle into a “new normal”. 5 Most Favorite Blog Posts Published in 2020. But this year was different.

Customer Support 98

Customer Support Average Handle Time Analytics Customer Experience 98

Totango

MAY 13, 2022

Choosing the best customer engagement platform for your needs can make a massive difference in the success of your SaaS business. The best way to gain this information is through customer engagement. In this blog, we’ll provide a guide to choosing the right digital engagement platform for your business needs.

Enterprise 103

Enterprise Customer Support SaaS Sales 103

ProProfs Blog

OCTOBER 13, 2020

We’ll help you learn everything about FCR in this blog post. That’s why, we can’t compare FCR rates of one organization to another as it may vary due to their practices and decide what’s a good FCR rate for your business. In a live chat, you can simply add a field in your pre-chat form that says Department.

Banking 148

Banking Interactive Voice Response Chatbots Metrics 148

Fonolo

MARCH 7, 2023

If they have a problem or a question, they expect immediate information and quick resolution — but keeping up with this demand can be an impossible task for your contact center’s live agents alone. As a result, only more complex or unusual calls make it through the system to live agents. That’s where self-service comes in.

Self service 87

Self service Call Center Interactive Voice Response Chatbots 87