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.

by Olga Kolodynska @ October 14, 2014
Apple Fan with Tattoo

Customers are no longer concerned merely to satisfy their basic needs. They want to take consumption process to a higher level – they want an emotional connection with the brand. They want to experience something worth remembering and live better lives.

That’s why you need to meet your clients’ needs not just rationally, but also emotionally. You have to create memorable lasting experiences.

by Anna Tomalik @ October 2, 2014
Happy leaders make for happy customers exc

Great customer service starts with the way you relate to your employees. When you care for your workers, it reflects in the service they provide.

I experienced the power of this relation while working at a casino as a Blackjack dealer. Each night, I was dealing cards to up to six players. I also had a supervisor at my back watching over the game.

I had to deliver the best customer service no matter what the mood was at the table. And the mood was swinging up and down for most of the time. When it comes to money people tend to get emotional easily.

by Olga Kolodynska @ September 9, 2014
How to say no to customers without making them angry

When clients need to contact a company’s support, they always want to hear the yes answer to all their requests. But that’s not always possible, is it?

We all take denial very seriously. It can cause an emotional, or even childlike response. We shout, hung up and threaten to leave. We are also quick to talk about it on social media – bad experiences are three times more likely to be shared than the positive ones.

That’s why you should seek alternatives to flat-out saying no. Understanding the denial mechanism is key to approaching these difficult situations. To get the hang of it, we need to look to our childhood. After all, it started the first time our parents denied us a candy.

by Anna Tomalik @ September 3, 2014
Getting personal through selling bread

Getting personal while doing business is far more valuable than simply meeting needs. It makes the customer’s experience real, fresh and fruitful. You cannot script it. It comes naturally when you are yourself.

My eyes were opened when I curiously stepped into this tiny eco market and discovered the old-school way of shopping. Human to human. It appealed to me as something completely new.

It was so much different than the one I used to have at a wal-martesque hypermarket stuffed with mass-produced goods where interaction happened only at the counter.

Every saturday in my tiny eco market I could get close to real people and products. The products, which are handmade and patiently grown, are also carefully delivered by the producers themselves. No anonymous 3rd parties in the middle.

Experiencing this place made me drop supermarkets, pay 30% more for products and wait impatiently for the eco market Saturdays to come.

The power of this place came from the people delivering goods they believe in. It was in the authenticity of the eco market. But, most importantly, in the relationships I could get while shopping.

by Jacob Firuta @ August 22, 2014
Optimizing your work schedule

It’s good to know the chatting habits of your customers. This knowledge allows you to adapt your chatting schedule and shift around people if you are getting more chats on a particular part of the week or day.

We like to get into the heads of our website visitors by predicting not only the time of the day when we will get the most chats but also the topics that will be discussed.

See how we use tags and reports to take a peak into the future to prepare for the coming chats.

by Jacob Firuta @ August 8, 2014
How to create a knowledge base

There’s few things that can save you as much effort and man-hours as having a functional knowledge base on your website.

Without a knowledge base, your agents need to provide all kinds of information during one on one conversations with customers. The information is there, but the delivery method is far from efficient.

Read about the methods we used to build our knowledge base to more than 100 articles and around 1500 daily visits.

by Jacob Firuta @ July 31, 2014
Foreign currency exchange via LiveChat

In the round-the-clock world of forex trading, there is an exceptional demand for high quality customer service. Information is vital for traders and it has to be provided on the spot.

With costly international calls out of the picture, live chat seems like a natural pick for broker companies. See how these companies utilize live chat to provide quick and precise data to their busy clients.

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