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

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?

by Anna Tomalik @ November 13, 2014
Joy at work in customer service

Customer service work is a kind of activity that you wouldn’t probably pick as a source of joy. As in any other job you eventually become overwhelmed, bored, unsatisfied with your paycheck or you hit a ceiling in your career. Under those circumstances, the state of joy seems like Neverland – never to be achieved.

But what if the joy comes not from the particular work that you do, but from the way you see your work? If so, is there any reason to wander about in search of a dream occupation or higher income?

by Jacob Firuta @ November 5, 2014
Customer Happiness Report for 2014

When researching the possible ways to improve customer service, we always get a checklist of things that have to be constantly improved. Shorter response times, no queues, simple language, handling several chats at a time, round the clock service – these list can go on and on.

What if I told you, that going for the same customer service metrics as every other company won’t necessarily produce the same results?

Recently, we set out to prepare a new edition of our Customer Happiness Report. When researching customer satisfaction, we stumbled across data that seemed to contradict itself.

At one side, we had companies that were quick on the trigger – ready to help within mere seconds after receiving a chat message. On the other side, we had companies that got longer first response times and much longer chat times.

What these companies shared was the great customer satisfaction scores. What these companies didn’t share was the industry they represent.

by Jacob Firuta @ October 24, 2014
Analyzing greetings using API reports

When looking to optimize your greetings for conversion, you might want to check out some of the advanced reporting methods available through LiveChat’s API.

There are two particular reports that allow you to see which greetings are the most effective in terms of acquired chats, conversion to chat and getting various goals, like, for example, netting a sale.

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