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

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.

by Jacob Firuta @ January 5, 2015
How to handle tickets faster for better customer satisfaction results

When looking at the the ratings for your chats and tickets, you may notice that chats are often getting better rates. I bet you give equal amount of attention to your chats and tickets, apply the same good practices, yet your chats fare better than tickets.

Where does this difference come from? Are tickets inherently flawed in some way? Do people prefer chats?

It’s a lot simpler than that – it’s all about the difficulty of cases we push to tickets. Not the easy ones that can be handled immediately but the ones that are hard to crack and require more time. And the harder the cases, the longer they take to solve.

What’s the workaround? Make your ticket resolution as fast as possible.

There is always something you can do more efficiently. See what 4 methods you can use to help your tickets catch up to chats in terms of customer satisfaction.

by Olga Kolodynska @ December 22, 2014
appreciation ideas

No matter the job we have or the industry we work in – we are all hungry for praise and starving for honest appreciation.

Marshall B. Rosenberg, the author of “Nonviolent Communication”, spent some time consulting with many social service agencies and industrial organizations. He was struck by how often people expressed a hunger for appreciation on the job. “No matter how hard you work you never hear a good word from anyone. But make one mistake and there’s always someone jumping all over you.”

When was the last time you were appreciated? Or when did you show appreciation to your team?

by Justyna Polaczyk @ December 16, 2014
Content marketing

Have you ever wondered how the greatest newsletters and blog articles are born? Which spells are cast to make product descriptions as interesting as the greatest novels?

I’m sorry to disappoint you, but “how to write great content” is not the kind of knowledge you are going to learn from this post. I am about to give you the best possible advice on how to write badly.

Get ready for 7 ultimate tips on how to create shitty content.

by Anna Tomalik @ December 10, 2014
Help your customers be better gift givers

The jingle bells are closer and closer. Every day, more people knock on your shop’s door to get gifts for their loved ones. They come with ideas for unique gifts, wish lists from their friends or tricky question „What should I chose?” Deep in their heart, they want to get the perfect gift that will be appreciated. Yet, they often miss it.

According to a recent consumer survey by National Retail Federation, one out of every three gift recipients (35.4%) returned at least one item during the 2013 holiday season.

People end up with unwanted stuff and a wonder what to do with the gift they have never asked for. For you, it means long lines at the returns counter and the fact that your great products are not welcomed at all.

by Justyna Polaczyk @ December 3, 2014
They buried email alive

There was a time when email was in its heyday. When not having an email account meant that the world moves forward without you. But then – something has changed. Social media were popularized and outshone the rest of internet communication paths. Professionals started using them as a marketing tool.

And a myth was born that email is slowly dying.

What is the truth? Did the appearance of social media influence email’s effectiveness?

Lets not hammer a final nail in email’s coffin just yet! Email is here to stay.

by Jacob Firuta @ November 27, 2014

If there is one universal mistake nearly all companies make, it would be writing too many emails.

We were also guilty of this. We had too many ongoing email conversations to keep up. All meaningful discussions were quickly getting buried under a pile of unread emails. The communication was stuck.

Since we couldn’t get rid of it all, we needed an alternative. Something faster and simpler – an instant messenger.

by Olga Kolodynska @ 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?

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