LiveChat on e-commerce and customer service
How Media Temple scales customer service

by Jacob Firuta @ March 14, 2014

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

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.

Writing a product review

by Jacob Firuta @ February 21, 2014

Writing a review for a product you’re trying to market is a proven way of getting new leads. However, with thousands of them popping up on the web every day, how to make your review worth checking out?

There are two popular schools of writing reviews: the comparative review and the in-depth one. Even though both of them are intended to produce the same results, they do it quite differently.

Read on to see what kind of writing is the most appealing and produces the best results.

How to properly handle tickets

by Jacob Firuta @ February 14, 2014

Ticket handling can get pretty brutal. Your attempts at solving the existing tickets can get foiled by a never-ending stream of new cases. Bouncing stray tickets from department to department can easily get in the way of proper resolution times.

In the end, you get swamped with tickets and your clients get angry because their cases are not resolved. To avoid this fate you need to get organized!

These 7 points will help you manage your tickets and allow you to speed up your response and resolution times.

Using shortcuts in LiveChat

by Jacob Firuta @ February 7, 2014

Clicking between chats can get a little tiring after a while. You have to reach for your mouse, select another chat and then go back to typing.

Imagine doing that every 10 – 15 seconds for 4 – 5 hours. It adds up to about one episode of “Friends” spent just on moving your mouse each day!

This is where keyboard shortcuts come into play.

Use this keyboard shortcuts cheat sheet to increase your chatting efficiency and save time!

Customer support needs a regular checkup

by Jacob Firuta @ January 24, 2014

Just as every car requires a regular checkup, so does your support.

At the beginning of Q4 2013, We felt pretty confident with our setup: 6 dedicated agents working 5 days a week, always ready to help and go the extra mile. We wanted to take it to the next level with 24/7 support.

As it turned out, we bit off more than we could chew.

We did not have enough people to cover the whole week. Our agents couldn’t really work as a team, since they didn’t see each other for weeks on end. Emails and IM messages were not enough to keep everyone in the loop.

Our old support model didn’t really cut it anymore. Here’s how we reinvented it and doubled the number of cases we handle.

Introducing tickets in LiveChat

by Jacob Firuta @ December 4, 2013

We’ve just released our brand new ticketing system. All our clients can now handle both chats and tickets in one application. It is completely free since we made it an integral part of LiveChat. Here’s the story behind it.

Built-in support preview

by Jacob Firuta @ October 16, 2013

The idea of in-app support is pretty simple. Whenever you have a question when using an application, you can click one button to get instant help from a support agent.

No need to search the web, browse support forums, email or phone the support. You’re provided with answers almost instantly. Support doesn’t really get much faster than that if you don’t plan on getting a product bundled with a dedicated support agent.