by Jacob Firuta @ April 2, 2015
Skills in customer service

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 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.

by Justyna Polaczyk @ March 20, 2015

Content marketing is like a well-cooked lobster. Everyone knows it’s fancy and fashionable so everyone would like to get a piece of it. But when it comes to cooking the damn thing, few know how to do it properly.

Insolent words, you might say. I think so because marketers don’t know how to make use of it. The Internet is full of blogs written only for SEO. Because pieces of content are often treated like advertisements. And because marketers are creating shitty content and bombard us with click-bait articles like “Become a Millionaire Thanks to This Crazy Method!”.

Why so many marketers and entrepreneurs are interested in content marketing if they know next to nothing about it? The answer is simple: they know that it’s effective. Content marketing increases brand awareness, drives visitors, engages them and turns them into customers.

Before you launch this marketing machine, make sure you know how to operate it properly. There are three fundamentals laying at the core of content marketing. And they are uncomfortably simple.

by Justyna Polaczyk @ February 27, 2015
How to get rid of stress in your support team

After graduation, I’ve worked in a call center for a short period of time. I hated the job. On every Monday, I felt like I was going to do time in a prison. On every Friday on the other hand, I felt like a phoenix rising from the ashes.

I’ve ended my short career in the call centre industry convinced that the role of a support agent was created by some sinister forces. I guess I wouldn’t be able to verify my opinion if not for my work in LiveChat.

Curious about this extraordinary environment, I’ve created a survey to find out what keeps our Support Heroes motivated and resistant to stress. The results showed that, if there is a way to charm stress, it is already implemented in our workspace.

Here’s how LiveChat kicks stress out of its customer service.

by Anna Tomalik @ February 18, 2015
Give or take

When we make business with a client, meet with a friend or make love to our close one, we have an intention at the back of our head. Do we want to get as much as we can from them, or do we want to give without worrying about what we get in return?

Our intent comes before all else. Later appears the language we use, decisions we make and actions we take.

When writing this post I may have an intention to engage you with the content of our corporate site, aiming to sell our LiveChat app to you.

I can also go the other way and intend to share my knowledge, discoveries and views on world, looking to connect with you and let you take whatever you find worthy.

Which way I’ll go? See for yourself.

by Olga Kolodynska @ February 6, 2015

If you want to improve your service, you need to draw conclusions from other companies bad service and make changes in your own business. How to do that?

Whenever you feel displeasure, disappointment or even anger using another company’s service, ask yourself: could my customer feel the same while using my service? Consider if you’re making the same mistakes. Admitting what’s wrong is a good way to start some real changes in your business.

Since knowing is half the battle, you should identify common customer frustrations first. Here are some examples of common situations that got on my nerves. They might seem familiar to you, because we have similar experiences as customers. Each situation has a possible solutions that can help improve your business.

by Jacob Firuta @ January 30, 2015
2015 Super Bowl Stadium

When tuning in to the Big Game on Sunday we are pretty much just as excited for the game itself as we are for the ads. Over the years, they have become an integral part of every Super Bowl weekend and something worth looking forward to.

When looking at the ad costs though, I wonder if its entirely justified. Shelling a couple of millions for a 30-second slot seems like a whole lot of cash. Companies do get to see their ads displayed in front of over 100 million viewers in the US and a couple millions abroad though.

Are these commercials still valid marketing tools that net sales or have they become more of a status symbol for a particular company or brand?

by Jacob Firuta @ January 23, 2015
One satisfied customer

Sharing the success stories of your customers is one of the most powerful things you can do for your business. No matter what you do or what kind of product you sell, showing that it worked for some real person out there and that person is satisfied will resonate with your audience.

Creating a customer story, or a case study, is always a fun task. You get to see a first-hand experience of using your service or product, one that you might not expect at all. It’s like rediscovering what you do from someone else’s perspective.

Writing a successful customer story takes some time but it’s definitely worth the effort. After writing over 30 customer stories for LiveChat, here are my thoughts on approaching potential testimonial-givers, preparing the whole thing and publishing it for the whole world to see.

by Anna Tomalik @ January 19, 2015
Social styles exc

Customers vary in the way they approach us, talk to us (or don’t talk to us) and make decisions. Just as we differ in the way we deliver service to them. Most of the variety comes from different social styles we all use in contact with the outside world.

What is a social style, anyway?

The social style is our public “I”, that we use to interact with people. Our social style is our best, most comfortable and easiest way of dealing with others. It’s like our favorite clothes we put on in the morning while getting ready to go through the day.

Our social style is developed when we are babies and toddlers. At that time, some of our behaviors are reinforced while others are repressed. This way, we learn that some behaviors are more likable than others. Here’s the tricky part: other people, on their journey to adulthood, get different messages about their behavior and develop different styles of communication.

When we grow up, we meet with a variety of behavior expressed by other people, feeling “likes” and “dislikes” towards each other due to our own social style.

The key to understanding each other better is to understand ourselves first. As you go on reading, try to place yourself in one of these styles. Then take a look at how you can approach customers that differ from you.

by Justyna Polaczyk @ January 13, 2015
Foretelling customers needs exc

As 2014 ended, marketers discussed business trends for 2015. As always, their predictions seemed more or less accurate and, in most cases, terribly obvious. For example, I’ve read that in 2015 marketing will “shift from globalization to personalization”. Sounds impressive, but wasn’t the concept of personalization born about 10 years ago and hasn’t it been taking over the market since then?

Other obvious buzzwords for this year included: engagement, social media, content and mobile marketing. All of them happen to be the same slogans we heard in 2013. And in 2012. And earlier too.

This makes me question the point of foretelling the future of marketing. Can you do it if you’re not a visionary? I need to admit that I was also tempted to play the forecaster role, but finally I’ve decided to focus on something different. I have no will to predict the top trends for 2015. Instead, I will reveal some of the improvements in customer service that your customers would love to see coming in 2015.

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