Personalized greetings – Your support on the fast lane

by Justyna Janowska @ June 27, 2014

Personalized greetings place your support on the fast lane

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.

Offering chat in tandem with phone

by Jacob Firuta @ June 12, 2014

Chat working in tandem with phone

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.

Webinar: How to Increase Sales With Live Chat

by Jacob Firuta @ May 16, 2014

Webinar: How to Increase Sales Using Live Chat

Providing a live chat feature on your page is a good first step towards increasing your monthly revenue. However, it shouldn’t be the only one.

Join us on Wednesday, May 21st at 1:00 pm GMT during a webinar on How to Increase Sales Using Live Chat. Along with people from The Chat Shop, we will touch on 4 main aspects of improving sales with chat.

Measuring your chat metrics with LiveChat Dashboard

by Jacob Firuta @ May 14, 2014

Measuring chat metrics with LiveChat Dashboard

Companies are falling in love with data. Everyone seems to be interested in both tracking and visualizing all kinds of information. What’s more, companies don’t just want to look at spreadsheets filled with numbers but they want to see them in a beautiful way.

See why we decided to create a dashboard for LiveChat and how it turned out.

Tackling Cart Abandonment with Greetings

by Jacob Firuta @ April 29, 2014

Tackling shopping cart abandonment

Shopping carts are the worst place to lose a customer. You’ve spent hours preparing descriptions for items in your shop, only to see a full cart being abandoned after a couple of minutes on the checkout page.

When a potential client is not interested with your promo message, you can always improve it. When the description of your items is not detailed enough, you can expand it. However, how do you make your checkout page better?

See how you can use greetings to approach unsure customers and help them finish their purchase.

How to organize customer support on social media

by Aleksandra Koziol @ April 18, 2014

Social media support

It’s been a long while since social media served only as a place for companies to share their ideas and wait for “Likes”. Now it’s one of the most important channels for customers to ask questions and report complaints.

Companies are present on several big social media sites like Facebook, Twitter, Google+ or LinkedIn. However only the first two are widely used for customer support. Since many people use those platforms every day to communicate, it’s only natural for them to seek support there.

How (mt) Media Temple scales customer service

by Jacob Firuta @ March 14, 2014

How Media Temple scales customer service

Delivering the same customer service standards becomes increasingly difficult as your company grows. More customers means more chats, tickets and calls.

You need a plan for scaling.

See how (mt) Media Temple, a Los Angeles-based premium web hosting and cloud services company, manages a large customer service team and scales it: How they get new agents, what tools they use and what kind of stats they measure.

4 reasons why you need a customized pre-chat survey

by Jacob Firuta @ February 27, 2014

4 reasons why you need a customized pre-chat survey

Pre-chat surveys play an important role in helping your customers. It is your first opportunity to get some information about a client. You need to make the pre-chat survey questions count.

Surveys help you to get to know your customers. By customizing them, you can significantly improve your responses and boost case resolution.

We’ve looked at almost 4,000 businesses using both custom and default surveys. Here’s what we found out.