Proactive Chat: What It Is, Use Cases & Best Practices


In this guide, we’ll compare proactive versus reactive chat, examine the best practices when using proactive chat, and finish up showing you nine ways to use proactive live chat (with examples) on your site. Proactive Chat Best Practices. Reduce shopping cart abandonment.

Talkdesk and Ytica Uncover the Power of Contact Center Analytics


Abandon Rate — When your customers can’t reach you, you can’t help them with issues and you lose business. Lower abandon rates mean more customers are getting their needs met through the contact center. For example, you can learn whether agents are complying with best practices or legal requirements. What you can’t measure, you can’t improve. That’s what Ytica CEO and Founder Simon Vostry says about contact centers and he’s absolutely right.


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7 Ways to Automate Customer Service (Without Sacrificing Quality)


We’ll also share some actionable strategies and best practices to help you decide how to implement customer service automation. Lower cart abandonment rates. Boost on-page time and reduce bounce rate. Upsell or cross-sell customers on your offers. These types of replies are best applied to simple questions that have clearly defined answers. Best Practices for Automating Customer Service. Automating customer service isn’t a fad.

Hype or Reality? Importance of Customer Service as a Key Differentiator


On Black Friday of 2017, though, the company realized that customer call abandonment had spiked—likely due to longer-than-normal wait times. Within 30 minutes of realizing that the abandonment rate had increased, Lenox was able to update their IVR to apologize for the wait time, offer callers the option for a call-back, and give callers who had been waiting, a coupon code they could use at the online store. Evaluate post-engagement surveys and find your average rating.