Recently, we have published Salesforce add-on for LIVECHAT Contact Center. Integration of these two products allows you to store chat trancript in your CRM and add contacts directly from chat window. This is great opportunity to improve your customer service and ease your operators work at the same time.

Here is presentation of integrated products:

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You can watch integrated products in action. Simply click here to watch video.

You can download Salesforce add-on from add-ons section.

People in the internet are vulnerable to different kinds of attacks- viruses, adware, trojan horses, etc. Some of them are less, others are more dangerous. Among all of them, one of the worst things that can happen to you is identity, money and data theft during internet transactions. The example could be online shopping- sitting at home in warm armchair with a laptop on your knees gives you feeling that you and money in your pocket are safe.

But is that really true? Not having cash in your hand and not standing in line to the register doesn’t make you more secure. To be honest- probably that even makes it all easier for internet thiefs- they just look for people who don’t realize that their money may be ever in danger while surfing the web. How to deal with it?

In my opinion, the first step to maximize your data security is simply acting smart and responsible. While shopping online- use trusted websites. Checking, if the order pages are secured (their address should start with https:// instead of http://) and if they have positive reviews from other users is not that hard. You can also look for proofs of security provided by third parties- most of the good stores care for their customers and provide extra security using services from other companies.

At the moment more and more websites are getting seals confirming their security and top quality services. Since customer’s security is important for us as much as their satisfaction from using our products, we decided to show it our customers. That is the reason for ControlScan’s seal in our chat windows. Also, using their services became a solid foundation for the partnership we just started.

What a strange day I had…

A few days ago my father told me an interesting story which become an interesting customer service case study for me.

So, first, my father’s car broke down. It became very slow and heavy, and – no matter how hard he pressed the acceleration pedal - it just didn’t seem to speed up as it used to. He had to have it repaired.
As, like most people, he values quality over price especially when it comes to services, he doesn’t usually choose cheap. So he took his beloved car to one of the better (and, as you could imagine, more expensive) garages in the town. It is famous primarily for the quality of their work. But the customer service provided by the garage highly disappointed him. Why? Even though there were many staffers apparently very busy with their duties, no one showed him where to park his car, no one approached him and when he entered the office a young lady at the desk seemed too busy to spare a second to. What do you think he did? He went back to the car and left the garage, of course.
As he was driving back home, he called a friend who gave him an address of a very small garage run by three young blokes. He didn’t say much more than ‘you won’t regret it’. And my father didn’t. He said it was one of the most remarkable customer service experiences in his life. Even though the garage didn’t have a separate lounge or even employ any staff other than the three mechanics (no blonde secretary at the desk), all of them wearing dirty mechanic clothes, my father received a warm welcome as soon as he opened the door. One of them promised him they would take care of his car in less than half an hour (he kept the promise), and another gave him a chair to sit and offered something to drink. The car was fixed within an hour and afterwards they even replaced a burnt bulb in the tail light.

So, what’s my point? Here it is.
Customers don’t usually understand quality. Most often they have no tools to measure the quality of the goods/services you provide - all they know is the experience that surrounds the sale.

Even today my father can’t judge the quality of the repair. It would take a trained mechanic to tell if it really was a “quality” job. But, like most people, my father let his experience to form his opinion about quality. And he found it remarkable enough to tell other people about it.
Insisting your goods or services are the best doesn’t mean much when the experience isn’t excellent - without great customer service.


Customers consciously or unconsciously expect you to manage their experience. And great customer service anticipates concerns, confusion, questions and even anxiety.
Remarkable customer service must plan the experience and guide it every step of the way.

And what does it look like in reality? In most companies customer service positions are among the least respected and lowest paid jobs. There shouldn’t be anything more important (even your current operations or unexpected tasks) than serving customers and creating great experiences. The employees working in customer service either enforce or weaken your brand every time they talk to a client. Doesn’t it seem sensible that the employees who are serving your customers should be your most experienced, most engaged and well-compensated people?

Remember the last time you walked into a store and there was no one to help you? What did you think of the store? My guess is, nothing positive. Most of the shop owners and managers nowadays are well aware of that fact. But can the same be said of e-commerce? Do the managers apply the same rules in the online world?

The common thinking is online shops save a lot by automating sales and support services. At the very best, auto responders and automated FAQ list dispensers or 800 support phones are set up, and… you can sit back and check your bank account watching the numbers grow bigger and bigger as you sip your gin&juice. Seems like a perfect world. Well, sorry to disappoint you. It doesn’t work that way.

The truth is, current online service levels would never be accepted offline. Web companies spend huge sums on marketing to attract customers. But they’re in danger of losing them when they fail to provide adequate customer service.

Online shoppers abandon more than two-thirds of their almost completed purchases at the checkout, often because they can’t get a prompt answer to an important question, according to surveys.

Without proper customer support, companies virtually deprive themselves of a large part of their profits.


LIVECHAT software has been developed to fill this gap. Chat is probably the most effective technique that offers the same level of customer support online as shoppers are used to offline. Now, when a customer has a question about that new bike or jacket, she clicks on the LIVECHAT icon and a chat window pops up, with a company staffer on the other side willing to help you. They can answer questions immediately or can suggest alternatives, just like traditional clerk would. Unlike a traditional clerk, however, the support chatter can handle four or five customers at once.

At the cost of $33 per month for each operator using its software, it’s much cheaper than 800 lines, and definitely cheaper than lost sales. Think about it.