With over 10k satisfied customers,
we can tell you a thing or two about customer 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 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

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!

by Jacob Firuta @ April 2, 2015
Customer service skills your agents need

To professionally deal with troubled customers, understand their problems and resolve them with ease, customer service agents need to have a very special set of skills. Empathy is a good start but the skill set should go well beyond that.

Some of these customer service skills will come naturally to your agents. Others will have to be taught or reinforced. And there’s also the group of skills that can’t be taught and you will simply have to hire for them.

Based on the information from three customer service experts: Eric Shure, Customer Support Operations Manager at Media Temple, Jonny Everett, Director of Customer Development at The Chat Shop and Robert Finnegan, Analytics and Scheduling specialist at ModCloth, we’ve come up with a list of skills, traits and characteristics beneficial for your customer service that your agents should have or should get.

by Olga Kolodynska @ March 26, 2015

When it comes to business, there are many different places we look for inspiration. But many times, life showed us that no matter if it’s in business, art or science, a lot of great ideas come from personal frustrations. Would you look for inspiration inside this disturbing place?

The reason Richard Branson decided to create an airline was his own frustration as an airline passenger. “Screw it, I can do it better than you”, he said. Well, we all know how that story ends.

When Colin Barceloux was in college, he was frustrated about the high prices of textbook. He decided to found Bookrenter.com – a business that offers textbooks rentals at about 60% discount. Now it has 1,5 million users and 200 employees.

I like to think of frustration as unrealized potential. After all, if it wasn’t for frustration, those great ideas and businesses wouldn’t emerge.

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