by Olga Kolodynska @ August 25, 2015

People share more than 16,000 words per day and every hour there are more than 100 million conversations about brands. We love to share stories and news with those around us. But why do we talk about certain things and not others?

Turns out it isn’t about luck or magic. There’s a science behind why people talk and share. Jonah Berger, the author of “Contagious: Why things catch on”, created six principles that drive people to share all sorts of content. You can use them to create contagious content and make people talk about your product, service or brand.

by Jacob Firuta @ August 19, 2015
The Great Premium Support Hoax

We often get asked through our chat if we charge anything for weekend support. It’s always really strange, because it’s business as usual for us.

Our team is prepared to handle enquiries 24/7/365 for every customer.

We get asked this often because customers are used to having to pay extra for this kind of premium support. Companies try to save a bit on their customer service operations by limiting their weekend support to most-valuable customers, which, in their eyes, are those paying the most.

To show you how silly this is, let me tell you a story of a gun that never fired because someone didn’t want to pay extra for the PREMIUM support.

by Jacob Firuta @ August 12, 2015
Tips Under 10 Minutes

Did you know that your website is not the only place where you can place your live chat? And I’m not talking about our Facebook integration.

You can extend the reach of your live chat customer service well beyond the pages on your website.

You can have people starting a chat straight from your newsletters or from one of your Twitter replies. All that with the help from a direct link to your chat.

When clicked, the link will open up a chat window, giving the users a direct way to reach your customer service.

This can save a ton of ton of time for social media managers who normally act as conduits between customers and your customer service department.

Instead of trying to pass information between customers and your support, social media managers can move the entire communication directly to live chat.

by Jacob Firuta @ July 30, 2015
How to save time in customer service

You can take your customer service from good to great by learning how to improve your communication skills and speed up your support.

See what 10 methods we use to make our communication more efficient and to help several customers at a time.

With a bit of passion and a good deal of practice, you too can improve your communication skills and get your two hours worth of chats in one hour of work.

by Olga Kolodynska @ July 15, 2015

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?

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