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 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 @ 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 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 @ 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.

by Jacob Firuta @ July 25, 2014
Increasing customer engagement using Google Analytics

When trying to come up with ways to increase the engagement of our online visitors, we decided to look to our Google Analytics data that we’ve been collecting for a while now.

We’re all about making decisions based on data and testing, so this was a natural process for us and we can’t recommend it enough. Seriously, if you ever find yourself looking at a business decision, look to your data.

The tricky part, however, is to ask the right questions. In our case, we wanted to see how chat use affects metrics like average session duration (how long it takes before a visitor leaves your page), average page depth (what portion of your visitors reach one, two, three and more pages) and conversion rate (which of the visitors buy the product or sign up for a trial after chat).

Read on to see how we reached the interesting bits of data, what kind of impact chat has on visitor engagement and what we did to get even better results.

by Jacob Firuta @ July 15, 2014
How to increase sales using live chat

Good customer service can go hand in hand with great sales results. If you use chat to quickly resolve all the problems of your customers, they are bound to come back for more.

You can also play a more active part in increasing your sales through chat. We worked with The Chat Shop, your go-to chat experts, to produce an infographic that outlines the key methods of increasing sales via live chat.

by Jacob Firuta @ July 2, 2014
Encouraging customers to use your service

Sometimes the slightest change on your website can make a huge difference. For example, if visitors are reluctant to start a chat with you, they may simply need a little nudge in the right direction.

For People, an administration solution for HR professionals, the nudge came in the form of a new label for their chat window. Thanks to the new label, they’ve got 40 percent more chats. Talk about a little change that could!

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.

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.

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