by Olga Kolodynska @ July 15, 2015
Personal Control

The ability to stay cool when situation becomes challenging requires a great degree of personal control. But, what’s most important in today’s customer service environment is not just how well a frontline rep can handle one particular challenging interaction, but how well he can handle the next one. And the one after that. And don’t forget to smile while doing it.

It’s called control quotient, or CQ. In short, it’s the ability to take control over interactions with customers. People with high CQ are naturally better at personal control. In sport, this psychological quality is called a short memory.

by Justyna Polaczyk @ July 10, 2015

Some people think that customer loyalty is a relic of the past. Too many companies offer way too many products to stay loyal to one brand! Only few will choose Toyota because their father used to drive Toyota Pickup in the 80’s. You won’t find a housewife buying the same baking powder because her mother and grandmother used it.

Times have changed.

But does it mean that loyalty sank into the oblivion? Not at all. There is only one thing that has changed: the way customer loyalty can be gained. Because now, besides giving the best possible service and product, you need to give people more reasons to buy from you.

There are two recipes for success. You can either appeal to your customers’ reason and offer benefits they won’t resist, or you can speak to their hearts and show the, that you share the same principles. But before you get to that, you need to make sure that your company provides great service.

by Jacob Firuta @ June 30, 2015
How to write a knowledge base article

The main aim of a knowledge base article is to show your customer how something can be done, either on your website or with your product.

Every such article starts with a question. You want to give your customers the means to handle a problem on their own through self-service. Over the course of an article, customers learn how to deal with a problem. If they have any follow-up questions, you should have articles ready for them too.

If you want to create a knowledge base, you need to fill it with articles. Read on to learn how to do that.

by Anna Tomalik @ June 23, 2015
I am this not this personality

Many businesses hide themselves behind stock photos, soulless copy and scripted conversations. Yawn… they are boring. But, there are other businesses, the brave ones, where people behind the brand show themselves up and tell personal stories. They are engaging, dip into our minds and a magnetic force of their personalities drags us to buy their products and use their services.

by Justyna Polaczyk @ June 15, 2015

What makes great customer service? Is it the customer-centric attitude? Is it about changing bad customer experience into a good one? Or maybe it all comes down to motivating and training customer service representatives?

Adam Toporek, customer service expert and the author of “Be Your Customer’s Hero”, shares his thoughts about what great customer service means.

by Olga Kolodynska @ June 9, 2015
happily ever after with customers exp

So it happened. A customer fell in love with your product, you made a deal, signed a contract, and now you both hope for many years together.

But along the way, it’s easy for a customer to be wowed by competition and try somebody else’s service. For you, it means that once somebody buys a product, that’s when your hard work begins. Because falling in love is the easiest part of any relationship. Maintaining it, that’s a different story. So, what do you do to keep your customers engaged over the years?

by Justyna Polaczyk @ June 1, 2015

Internet is great for people who like to be a pain in the butt. Trolls send malicious messages and leave silly comments, hoping to drive people crazy and enjoy their frustrations.

Trolls want your agents to feel upset with the things they write, and expect strong, emotional reactions. As a result they bring distraction to your team’s work, decrease motivation and impact effectiveness.

LiveChat has not been spared by the trolls. Far from it! We get dozens of troll conversations every day, so our Support Heroes had to master the skill of getting rid of unwanted chatters. And not just that, they have even learned how to benefit from troll-chats! But before we get to that, let’s see what’s their one-two punch method allowing them to slay the trolls.

by Anna Tomalik @ May 22, 2015

Perspective-taking is our capacity to see the world from the view of the other person. It is our key skill, which helps us create successful relationships with our customers. By understanding someone else’s viewpoint, we find out what they need and want from us, how are they doing with our products and services and, as a result, what we can do to make them happy as well.

by Jacob Firuta @ May 18, 2015
How to get more feedback from customers

To make your customer service better, you first need to know what needs improving. Customer feedback is your go-to source of knowledge in this case. It’s the gas that will keep your customer service machine rolling in the right direction.

However, what if you don’t get enough gas? When your customers don’t tell you what’s wrong or right about your service, you can’t really make informed decisions. Once that happens, you are forced to guess and gamble while your customers’ satisfaction is on the line.

See how The Chat Shop, one of LiveChat’s Experts, tackled the problem of getting very few chats rated and tripled the feedback they were getting by introducing one additional message to their communication with customers.

by Tiago Paiva @ May 12, 2015
How to create a call center cover

Do you run a busy SMB and feel the need to graduate from your antiquated business phone to a more fitting solution? Are you feeling a little hesitant to jump into the big bad world of call center software? If you answered “Yes!” to either of those questions, you have come to the right blog post!

This blog post will walk you through the process of creating your own call center in five easy steps. Don’t think it’s possible? Read on my friend!

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