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

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

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

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

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

Comm100

NOVEMBER 29, 2021

If you’re reading this, you likely have either just implemented live chat on your website or are thinking about it. If you’re the latter, let us help you make your decision – 75% of people prefer live chat over any other channel and it leads to a 40% increase in conversion rate. Set up live chat across your site.

Best practices 79

Best practices Average Handle Time Surveys Banking 79

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

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

Nicereply

MARCH 23, 2021

For those of you not on Twitter, we’ve also included links to the best customer service podcasts, books, email newsletters, and blogs, so you can follow your favorites without logging on! You can follow his writing on the HelpScout Blog. Subscribe to his blog for great knowledge about elevating your customer service strategy.

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

Comm100

AUGUST 10, 2022

In this blog, we’ll look at the top 5 benefits of chatbots in customer service with case studies and data to back it up. With a chatbot handling the basic requests, Canadian Blood Services saw that chat lengths increased as human agents could devote more of their attention to complex questions that needed more care and attention.

Chatbots 82

Chatbots Customer Service Wait times Sales 82

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 75

Healthcare outsourcing Sales Technology 75

Provide Support

DECEMBER 6, 2016

Best Articles for Managing Your Live Chat Support. Holidays are approaching and we, the Provide Support team, started thinking what treat we could give to you, our blog readers. In our sincere appreciation of your readership, we would like to offer you a selection of our best articles for managing your live chat support.

Management 63

Management Best practices Customer Service 63

SmartAction

JUNE 27, 2023

Plus, your live agents will still be there to provide support when needed. Stop tying up your queues and live agents with repetitive, monotonous tasks. Virtual Agents with SmartAction can let your customers self-service on their time, and free up your live agents to handle more difficult conversations.

Contact Center 80

Contact Center Virtual Agent Agent burnout Self service 80

ProProfs Blog

DECEMBER 24, 2019

“Why do website visitors give low ratings to our live chat support?”. How can I get the most out of my live chat for customer support?”. And while answers to them depend on a diversity of factors, the ultimate key to support success is the adoption of live chat best practices.

Best practices 120

Best practices Customer Support Sales CRM 120

Nicereply

DECEMBER 14, 2022

The best excerpts on important topics! Yes, the power of artificial intelligence influences many fields of our lives, not only the customer service world. In today’s episode, we’ll look at our most useful pieces focused on AI , chatbots , and automation written on Nicereply’s blog to date. What can AI do?

Chatbots 52

Chatbots Customer effort Customer Support Customer Service 52

Nicereply

OCTOBER 26, 2022

In this episode of Content Pie , we’ve gathered the best blogs on how to communicate reduced service hours. We also have practical resource tips and a podcast you will enjoy listening to. Customer Experience Leaders Chat is where we talk to support professionals from all over the world. Welcome to Content Pie #8!

Customer Support 52

Customer Support Personalization Customer Service Customer Experience 52

JivoChat

APRIL 15, 2021

Live chat apps make it easy to give customers the personalized, on-demand service they crave with real-time communication and quick response times. What is live chat? Unlike chatbots , live chat services for business are managed by actual people. More Businesses Are Adopting Live Chat.

Best practices 52

Best practices Upselling CRM Sales 52

ProProfs Blog

JULY 3, 2019

No doubt, instant help is their top priority, and live chat is the solution. Your customer support operators need to know how to chat with customers online to keep them hooked with your brand. In this post, we aim to cover nine amazing online chat tips to help your business reduce 67% of customer churn and increase acquisition.

Customer Support 95

Customer Support Best practices Wait times Personalization 95

Comm100

FEBRUARY 12, 2023

In this blog, we’ve taken 5 of the top use cases for universities using chatbots from our SlideShare, Top 10 Use Cases for Chatbots in Higher Education. Introducing a university chatbot is an ideal way to provide self-service to students in a way they’re comfortable accessing it – using a familiar chat interface.

Chatbots 69

Chatbots Education Self service Personalization 69

GetFeedback

NOVEMBER 30, 2018

Given these expectations, implementing a live chat feature should be a no-brainer for your business. In fact, when implemented correctly, live chat can significantly improve customer experience and a company’s bottom line. Live chat fulfills all of the modern customer’s needs: it’s personal, flexible and quick.

Customer Service 94

Customer Service Surveys Best practices Accountability 94

TeleDirect

DECEMBER 14, 2023

It can also deflect calls, letting customers switch to a text message or live chat. Fortunately, with attention and IVR best practices , many of these issues can be resolved. Don’t make customers go through all the prompts before they get the option to speak with a live agent.

Interactive Voice Response 62

Interactive Voice Response Call Center Wait times Abandon rate 62

ProProfs Blog

DECEMBER 28, 2020

In this blog, we aim to cover these areas in detail and help you tackle customer service complaints efficiently. On the contrary, receiving complaints is good practice for your brand. Practice to ‘Listen’ Before You Respond to Customer Complaints. Provide the Best Possible Solution for Customer Complaints. Tweet this.

First call resolution 141

First call resolution Customer Support Feedback Personalization 141