Blog

LiveChat on e-commerce and customer service
How to create a knowledge base

by Jacob Firuta @ August 8, 2014

There’s few things that can save you as much effort and man-hours as having a functional knowledge base on your website.

Without a knowledge base, your agents need to provide all kinds of information during one on one conversations with customers. The information is there, but the delivery method is far from efficient.

Read about the methods we used to build our knowledge base to more than 100 articles and around 1500 daily visits.

Foreign currency exchange via LiveChat

by Jacob Firuta @ July 31, 2014

In the round-the-clock world of forex trading, there is an exceptional demand for high quality customer service. Information is vital for traders and it has to be provided on the spot.

With costly international calls out of the picture, live chat seems like a natural pick for broker companies. See how these companies utilize live chat to provide quick and precise data to their busy clients.

Increasing customer engagement using Google Analytics

by Jacob Firuta @ July 25, 2014

When trying to come up with ways to increase the engagement of our online visitors, we decided to look to our Google Analytics data that we’ve been collecting for a while now.

We’re all about making decisions based on data and testing, so this was a natural process for us and we can’t recommend it enough. Seriously, if you ever find yourself looking at a business decision, look to your data.

The tricky part, however, is to ask the right questions. In our case, we wanted to see how chat use affects metrics like average session duration (how long it takes before a visitor leaves your page), average page depth (what portion of your visitors reach one, two, three and more pages) and conversion rate (which of the visitors buy the product or sign up for a trial after chat).

Read on to see how we reached the interesting bits of data, what kind of impact chat has on visitor engagement and what we did to get even better results.

How to increase sales using live chat

by Jacob Firuta @ July 15, 2014

Good customer service can go hand in hand with great sales results. If you use chat to quickly resolve all the problems of your customers, they are bound to come back for more.

You can also play a more active part in increasing your sales through chat. We worked with The Chat Shop, your go-to chat experts, to produce an infographic that outlines the key methods of increasing sales via live chat.

Encouraging customers to use your service

by Jacob Firuta @ July 2, 2014

Sometimes the slightest change on your website can make a huge difference. For example, if visitors are reluctant to start a chat with you, they may simply need a little nudge in the right direction.

For People, an administration solution for HR professionals, the nudge came in the form of a new label for their chat window. Thanks to the new label, they’ve got 40 percent more chats. Talk about a little change that could!

Personalized greetings place your support on the fast lane

by Justyna Janowska @ June 27, 2014

When it comes to getting instant help, chat is the quickest and most efficient option. However, our customers would still depend on the phone, even if it means queuing or being put on hold with some dreadful music on. The challenge was to prompt them to use LiveChat instead of calling the support number.

We’ve decided to do it using customized greetings.

We found out that customized chat invites can increase your website visitors’ satisfaction and help you reach your business goals faster.

Sounds too good? See how we cut down on the number of phones we are getting while increasing the number of chat enquiries we handle.

Chat working in tandem with phone

by Jacob Firuta @ June 12, 2014

The days when you could only call a company are long gone. Support provided via chat, email, phone and social media sites is a must today.

This shouldn’t come as a surprise. After all, you should provide the kind of help your customers expect or want to use. When you provide several contact options, customers can pick the one they are most comfortable with.

Let’s take a closer look at companies that not only offer contact via chat and phone but also keep a high quality standard on both these channels.

Gathering funds for charities via Web Chat

by Adam Bluemner @ May 27, 2014

There’s room for improvement in online fundraising communication.

That was the overall conclusion from a recent study that analyzed online fundraising efforts of over 100 of the top national charities. In fact according to the study, no single organization adopted more than 83% of online fundraising best practices.

Webinar: How to Increase Sales Using Live Chat

by Jacob Firuta @ May 16, 2014

Providing a live chat feature on your page is a good first step towards increasing your monthly revenue. However, it shouldn’t be the only one.

Join us on Wednesday, May 21st at 1:00 pm GMT during a webinar on How to Increase Sales Using Live Chat. Along with people from The Chat Shop, we will touch on 4 main aspects of improving sales with chat.