Blog

LiveChat on e-commerce and customer service
How to say no to customers without making them angry

by Olga Kołodyńska @ September 9, 2014

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.

Getting personal through selling bread

by Anna Tomalik @ September 3, 2014

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.

Optimizing your work schedule

by Jacob Firuta @ August 22, 2014

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

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.