What to learn from customers who leave

by Olga Kołodyńska @ November 25, 2014

angry client leaves restaurant

Losing a client is something that every company has to face once in a while. In some cases, it might be extremely tough for the owner.

If you’re a business owner, it’s easy to blame yourself for this, feel disappointed or even anxious about your company’s future. First thoughts like: “How could they leave me? This isn’t happening!” might rush through your head. When that happens, you might think about making things tough for the leaving customers. But that doesn’t lead anywhere and it’s not going to help you in your business, that’s for sure. So, how to handle this situation right?

In pursuit of joy at work in customer service

by Anna Tomalik @ November 13, 2014

Joy at work in customer service

Customer service work is a kind of activity that you wouldn’t probably pick as a source of joy. As in any other job you eventually become overwhelmed, bored, unsatisfied with your paycheck or you hit a ceiling in your career. Under those circumstances, the state of joy seems like Neverland – never to be achieved.

But what if the joy comes not from the particular work that you do, but from the way you see your work? If so, is there any reason to wander about in search of a dream occupation or higher income?

How different takes on customer service can produce good results

by Jacob Firuta @ November 5, 2014

Customer Happiness Report for 2014

When researching the possible ways to improve customer service, we always get a checklist of things that have to be constantly improved. Shorter response times, no queues, simple language, handling several chats at a time, round the clock service – these list can go on and on.

What if I told you, that going for the same customer service metrics as every other company won’t necessarily produce the same results?

Recently, we set out to prepare a new edition of our Customer Happiness Report. When researching customer satisfaction, we stumbled across data that seemed to contradict itself.

At one side, we had companies that were quick on the trigger – ready to help within mere seconds after receiving a chat message. On the other side, we had companies that got longer first response times and much longer chat times.

What these companies shared was the great customer satisfaction scores. What these companies didn’t share was the industry they represent.

Tips under 10 minutes: Analyzing chat greetings using the API

by Jacob Firuta @ October 24, 2014

Analyzing greetings using API reports

When looking to optimize your greetings for conversion, you might want to check out some of the advanced reporting methods available through LiveChat’s API.

There are two particular reports that allow you to see which greetings are the most effective in terms of acquired chats, conversion to chat and getting various goals, like, for example, netting a sale.

Creating an emotional connection with customers

by Olga Kołodyńska @ October 14, 2014

Apple Fan with Tattoo

Customers are no longer concerned merely to satisfy their basic needs. They want to take consumption process to a higher level – they want an emotional connection with the brand. They want to experience something worth remembering and live better lives.

That’s why you need to meet your clients’ needs not just rationally, but also emotionally. You have to create memorable lasting experiences.

Happy leaders make for happy customers

by Anna Tomalik @ October 2, 2014

Happy leaders make for happy customers exc

Great customer service starts with the way you relate to your employees. When you care for your workers, it reflects in the service they provide.

I experienced the power of this relation while working at a casino as a Blackjack dealer. Each night, I was dealing cards to up to six players. I also had a supervisor at my back watching over the game.

I had to deliver the best customer service no matter what the mood was at the table. And the mood was swinging up and down for most of the time. When it comes to money people tend to get emotional easily.

How to say no to customers without making them angry

by Olga Kołodyńska @ September 9, 2014

How to say no to customers without making them angry

When clients need to contact a company’s support, they always want to hear the yes answer to all their requests. But that’s not always possible, is it?

We all take denial very seriously. It can cause an emotional, or even childlike response. We shout, hung up and threaten to leave. We are also quick to talk about it on social media – bad experiences are three times more likely to be shared than the positive ones.

That’s why you should seek alternatives to flat-out saying no. Understanding the denial mechanism is key to approaching these difficult situations. To get the hang of it, we need to look to our childhood. After all, it started the first time our parents denied us a candy.

Why I dropped supermarkets for personal service

by Anna Tomalik @ September 3, 2014

Getting personal through selling bread

Getting personal while doing business is far more valuable than simply meeting needs. It makes the customer’s experience real, fresh and fruitful. You cannot script it. It comes naturally when you are yourself.

My eyes were opened when I curiously stepped into this tiny eco market and discovered the old-school way of shopping. Human to human. It appealed to me as something completely new.

It was so much different than the one I used to have at a wal-martesque hypermarket stuffed with mass-produced goods where interaction happened only at the counter.

Every saturday in my tiny eco market I could get close to real people and products. The products, which are handmade and patiently grown, are also carefully delivered by the producers themselves. No anonymous 3rd parties in the middle.

Experiencing this place made me drop supermarkets, pay 30% more for products and wait impatiently for the eco market Saturdays to come.

The power of this place came from the people delivering goods they believe in. It was in the authenticity of the eco market. But, most importantly, in the relationships I could get while shopping.

Optimize your chatting schedule using tags

by Jacob Firuta @ August 22, 2014

Optimizing your work schedule

It’s good to know the chatting habits of your customers. This knowledge allows you to adapt your chatting schedule and shift around people if you are getting more chats on a particular part of the week or day.

We like to get into the heads of our website visitors by predicting not only the time of the day when we will get the most chats but also the topics that will be discussed.

See how we use tags and reports to take a peak into the future to prepare for the coming chats.

How to create a knowledge base

by Jacob Firuta @ August 8, 2014

How to create a knowledge base

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.