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by Jacob Firuta @ August 12, 2015
Tips Under 10 Minutes

Did you know that your website is not the only place where you can place your live chat? And I’m not talking about our Facebook integration.

You can extend the reach of your live chat customer service well beyond the pages on your website.

You can have people starting a chat straight from your newsletters or from one of your Twitter replies. All that with the help from a direct link to your chat.

When clicked, the link will open up a chat window, giving the users a direct way to reach your customer service.

This can save a ton of ton of time for social media managers who normally act as conduits between customers and your customer service department.

Instead of trying to pass information between customers and your support, social media managers can move the entire communication directly to live chat.

by Justyna Polaczyk @ June 15, 2015

What makes great customer service? Is it the customer-centric attitude? Is it about changing bad customer experience into a good one? Or maybe it all comes down to motivating and training customer service representatives?

Adam Toporek, customer service expert and the author of “Be Your Customer’s Hero”, shares his thoughts about what great customer service means.

by Justyna Polaczyk @ June 1, 2015

Internet is great for people who like to be a pain in the butt. Trolls send malicious messages and leave silly comments, hoping to drive people crazy and enjoy their frustrations.

Trolls want your agents to feel upset with the things they write, and expect strong, emotional reactions. As a result they bring distraction to your team’s work, decrease motivation and impact effectiveness.

LiveChat has not been spared by the trolls. Far from it! We get dozens of troll conversations every day, so our Support Heroes had to master the skill of getting rid of unwanted chatters. And not just that, they have even learned how to benefit from troll-chats! But before we get to that, let’s see what’s their one-two punch method allowing them to slay the trolls.

by Tiago Paiva @ May 12, 2015
How to create a call center cover

Do you run a busy SMB and feel the need to graduate from your antiquated business phone to a more fitting solution? Are you feeling a little hesitant to jump into the big bad world of call center software? If you answered “Yes!” to either of those questions, you have come to the right blog post!

This blog post will walk you through the process of creating your own call center in five easy steps. Don’t think it’s possible? Read on my friend!

by Justyna Polaczyk @ February 27, 2015
How to get rid of stress in your support team

After graduation, I’ve worked in a call center for a short period of time. I hated the job. On every Monday, I felt like I was going to do time in a prison. On every Friday on the other hand, I felt like a phoenix rising from the ashes.

I’ve ended my short career in the call centre industry convinced that the role of a support agent was created by some sinister forces. I guess I wouldn’t be able to verify my opinion if not for my work in LiveChat.

Curious about this extraordinary environment, I’ve created a survey to find out what keeps our Support Heroes motivated and resistant to stress. The results showed that, if there is a way to charm stress, it is already implemented in our workspace.

Here’s how LiveChat kicks stress out of its customer service.

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 chat invitations 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.

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