ShepHyken

NOVEMBER 16, 2018

Nearly everyone is living two lives, an energetic online life, and an exhausting disconnected one. Social networking sites and live chat puts you directly before your customer; you can’t forfeit your customer to keep up your brand position. How and why has technology changed the way consumers behave?

Technology 248

Technology Chief Customer Officer Education Big data 248

ShepHyken

JANUARY 27, 2017

This week on our Friends on Friday guest blog post my colleague, Shital Shah, writes about how with the right combination of technology and human touch, customer service doesn’t have to be difficult. Live Chat or Chat Bots. While certainly effective, chat support doesn’t have to come from a robot. Shep Hyken.

Technology 237

Technology Customer Service Management CRM 237

ShepHyken

NOVEMBER 2, 2017

If they offer live chat try it out, what are their responses like, do they: Take too long. If there was something you liked, you can implement it in a similar manner to fit appropriately for your business. 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

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. Step by Step How to Start a Travel Blog How to start a travel blog is simpler than you might believe. Will you make videos for your blog too?

Engineering 75

Engineering Analytics Best practices Customer Support 75

Comm100

MARCH 20, 2024

This blog explores the decline of public trust in government, backed by data from the U.S., Live chat for immediate, real-time engagement Implementing live chat on government websites allows for immediate communication between citizens and government representatives.

Government 81

Government Chatbots Self service Wait times 81

Comm100

APRIL 22, 2024

Given the importance of customer service productivity, this blog explores actionable strategies to improve agent productivity, enabling your team to work smarter, faster, and more effectively. Live chat systems provide a seamless communication channel for real-time customer interactions.

Chatbots 53

Chatbots Feedback Customer centricity Wait times 53

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

ProProfs Blog

AUGUST 14, 2020

And one tool that helps you conduct consistent communication and simplify customer journey is live chat. Let’s find out different areas where live chat can help your business optimize customer journey efficiently. 5 Ways to Optimize Customer Journeys Using Live Chat. One of the Hyken’s blogs suggested that.

Analytics 174

Analytics B2B Education Feedback 174

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

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

ShepHyken

NOVEMBER 11, 2022

We have all encountered QR codes at some point in our lives, and their popularity has only grown throughout the coronavirus outbreak. For instance, QR codes can effectively be implemented in customer service. Most websites have a customer service section, usually in the form of a chat for quick responses to simple queries.

Customer Service 163

Customer Service Feedback Advertising Customer Experience 163

Comm100

MARCH 14, 2022

For government organizations, this means reliance on the traditional channels of phone and email is no longer enough – live chat for government is essential. In this blog, we’ll look at the top five reasons why live chat for government is critical in 2022. Live chat for government helps to alleviate these concerns.

Government 87

Government Wait times Surveys Accountability 87

ProProfs Blog

OCTOBER 16, 2020

We’ve seen live chat in action as the customer service and support tool. Live chat leveraged as a sales tool not only improves conversion but also simplifies and shortens the sales funnel. Live chat leveraged as a sales tool not only improves conversion but also simplifies and shortens the sales funnel.

Sales 148

Sales CRM Abandon rate Marketing 148

Comm100

SEPTEMBER 25, 2021

Live chat is a feature seen on almost every website, and in every field – anything from retail to more complex software. Companies with live chat are able to offer a seamless customer experience on their website. In fact, 79% of consumers prefer live chat to other options. What is white label live chat?

Healthcare 81

Healthcare outsourcing Sales Technology 81

Nicereply

MARCH 30, 2022

Every brand aspires to create an impact in its customers’ lives. In this article, you will learn how to improve customer service thanks to live chat knowledge base. Live chat is a web-based communication channel that business organizations use to communicate with their customers in real-time through messaging.

Customer Service 96

Customer Service Scripts Call Center Customer Support 96

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. In This Article: What is Conversational Commerce?

Customer Experience 83

Customer Experience Chatbots Best practices Metrics 83

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

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. Tangerine first introduced Comm100 Live Chat to customers to improve the accessibility and speed of their customer service. On some days this number rose as high as 91%.

Chatbots 86

Chatbots Customer Service Self service Agent burnout 86

Comm100

DECEMBER 8, 2020

The technical side of chatbot implementation is now easier than ever, no matter what type of landing page builder you used, you can integrate Chatbot programs into your website to guide visitors through the site and toward a purchase. Free Live Chat Software for Unlimited Agents. They go to the home page and wander around.

Chatbots 53

Chatbots Scripts Sales Personalization 53

SmartAction

JUNE 27, 2023

So, why are some contact centers still hesitant to implement AI? Plus, your live agents will still be there to provide support when needed. Don’t have enough resources to implement and maintain automation? Stop tying up your queues and live agents with repetitive, monotonous tasks. Management Approval Struggles?

Contact Center 83

Contact Center Virtual Agent Agent burnout Self service 83

TeamSupport

JANUARY 22, 2024

In this blog, we will delve into the intricacies of automation, exploring its benefits, applications, and the core components that drive effective customer service automation. For instance, when a chat comes in and isn't resolved immediately, a ticket can be created and assigned automatically. What is Automation?

Customer Service 59

Customer Service B2B Service level Personalization 59

SmartAction

NOVEMBER 1, 2023

For contact center supervisors, the question isn’t whether to implement conversational AI – the benefits are obvious. Any technology implementation has to align with your overall business goals. Any innovation can have its technical challenges, solutions, and implementation headaches. The question is “how.”

Contact Center 65

Contact Center Virtual Agent Interactive Voice Response Chatbots 65

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

Nicereply

SEPTEMBER 28, 2021

When comparing solutions, consider the following three areas: Implementation: How easy is it to set up and use the software with the configurations you need? The quicker you can implement it, the faster your agents can be up and running, giving your customers the support they request.

Customer Service 98

Customer Service call center software Surveys Analytics 98

ProProfs Blog

NOVEMBER 29, 2019

And keeping these expectations in mind, many business owners have integrated a live chat software on their website. While these reasons are sufficient to convince people about the use of live chat software , some still seek validation. Live Chat Statistics 2020: 40+ Live Chat Facts.

Wait times 135

Wait times Customer Support Transportation Sales 135

bold360 Blog

SEPTEMBER 15, 2020

Live chat has become a popular engagement channel for time-strapped customers to get issues resolved. In fact, 42% of frequent online shoppers prefer live chat over all other engagement channels. Live Chat, Defined. Live Chat and Chatbots: They Work Best Together.

Chatbots 90

Chatbots Virtual Agent Customer centricity Customer Support 90

Creative Virtual

DECEMBER 14, 2021

After searching through the information on the website in an attempt to self-serve with no success, I started a live chat session. I was connected to a live chat agent relatively quickly, but then spent over 30 minutes in a chat that felt like it was lasting forever and, in the end, delivered no real resolution to my question.

Virtual Agent 52

Virtual Agent Self service Chatbots Feedback 52

Comm100

JULY 20, 2020

Guest blog – Nahla Davies is a software developer and tech writer. While many brands have implemented chatbots through live chat, it’s now becoming increasingly popular and easy to do so on social media too. Understanding things like the type of content to publish, topics to focus on, and choosing a blogging platform.

Chatbots 53

Chatbots Finance Marketing Surveys 53

Comm100

MARCH 9, 2022

In this blog, we’ll take a look at the top strategies that credit unions can employ to improve member experience. Speed up support with live chat. Live chat should be at the center of every credit union’s member experience strategy because it delivers on the key want of its members – fast support.

Banking 76

Banking Wait times Education Technology 76

Totango

SEPTEMBER 22, 2023

Announced during our flagship event, Totango Live! A variety of packaged solutions will be available to help enterprises dial-in on key opportunities facing CS teams, such as value realization, scaling digital CS, establishing CS operations, and accelerating implementation. Shawn White, Sr.

Enterprise 114

Enterprise Education Best practices Customer retention 114

Comm100

NOVEMBER 29, 2021

In this blog, we’ll look at the top customer service trends to expect in 2022 so you can build a team of customer experience excellence. Live chat is at the core of this movement. This will shift significantly in 2022 – according to 99 Firms , ‘By 2022, about 85% of businesses are expected to opt for live chat support.’.

Customer Service 88

Customer Service Chatbots Surveys Customer retention 88

Customers That Stick

FEBRUARY 19, 2015

Enter live chat. Live chat contains a number of attributes that contribute to hassle-free experiences. Live chat allows organizations to assist online customers in real time. Live chat seems like a no-brainer. Live chat is not for every customer, or every organization.

Customer Service 157

Customer Service Customer effort Surveys Customer Experience 157

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

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

APRIL 9, 2019

That’s where live chat software comes to your rescue. What is Live Chat Software? A live chat software is a service platform that helps organizations provide instant customer support and information. Key Features of Live Chat Software. Quick Navigation – Live Chat Software Features.

Sales 114

Sales Analytics Feedback Customer Support 114

ProProfs Blog

SEPTEMBER 18, 2017

Implementing a centralized knowledge base, and ensuring that it is available across all your customer service channels , is one of the best ways to avoid situations like. And this is exactly why a live chat software is so useful, as it enables real-time communication with a support agent. This is where a knowledge base can help.

Customer Support 148

Customer Support Self service Morale Banking 148

Totango

APRIL 18, 2023

Our two newest features will include plain language-to-code generation for integrations and systems connectors, and an AI assistant chat interface where you can easily surface Totango segments by using natural language queries. Register for the May 4th event here.

Engineering 99

Engineering Accountability Enterprise Sales 99