We all have blind spots. What companies perceive as excellent service does not always line up with the reality of the customer service they are delivering
Proactive engagement is anticipating the context of common support issues and being a step ahead, so you can guide customers towards the experience they deserve
Businesses are more likely to build a real connection with proactive messaging that's personalized and strategically implemented
Here are two methodologies for channel assignment that can help improve the overall customer experience
Here are some other considerations to keep in mind when deciding on the number of agents to hire for chat support
Customers will call, customers will interact, and customers will even vent at you. But the truth…
Live chat is one of the fastest and most personal ways to engage with customer service from afar. But that alone won’t define your customers’ experience - consider how they navigate the site, how they engage with support, and where they are on the customer journey.
It’s crucial to be sure that your live chat goals align with your business objectives. You don't want an opportunity to slip by, so we're highlighting five business goals that can be supported (and more achievable) by offering live chat.