If you have a lot of incoming chats at once, you may not keep up and respond to everyone. Now, you can reach out to customers who left the queue yourself!
 

Hi,

If you have a lot of incoming chats at once, you may not keep up and respond to everyone. As a result, customers land in a queue. With no hold music on chat to make their waiting “pleasant”, those less patient ones leave the chat. “Come back!” you probably scream inside! Take a deep breath and relax. We’ll help you avoid that.

From now on, you can reach out to customers who left the queue yourself! Send email messages directly from “the queue abandonment report.” All it takes is a click on the message button and selecting a predefined follow-up message. This feature is available only for Business and Enterprise plans. Have a different plan? Consider talking with your manager about an upgrade if you don’t want those “Come back!” screams in your office.

To make sure a queue doesn’t appear, try transfers and supervision – it’s a great way to get additional help from a more experienced agent.

Find out more

Brand Loyalty as a Consequence of Customer Experience

Every company wants to have loyal customers. But some of them try shallow techniques to keep customers for longer. In this article, we explore the process of loyalty formation in the customer’s mind. Because a proper understanding of brand loyalty can go a long way in forming healthy and long-term relationships with your customers. And that’s what you should aim for.

Explore brand loyalty
 

4 Ways to Reduce Cart Abandonment With a Loyalty Program

Customers fill their carts, they’re ready to pay, then they just leave! Every single ecommerce retailer and marketer out there has had some experience with cart abandonment. According to Business Insider, 50% of carts in the US are abandoned for a whole host of reasons.

Take a look at 4 things cart abandoners are thinking and how a loyalty program can actually change the way they perceive some of the issues that are causing them to flee.

Read the post
 

 
 

Bartosz – a Product Manager at LiveChat – works on our new product – HelpDesk (a ticketing system for managing emails). Prioritization is something he deals with every day. After all, when you build a new product, there’s always something to add or improve.

Bartek has shared with us three methods to prioritize your to-do lists. That will help you get more things done!

The Eisenhower Matrix

This method is named after the 34th President of the United States – Dwight D. Eisenhower. It groups tasks by urgency and importance.

Divide the table into four parts and write the tasks in the appropriate box. Decide whether they are important or not and urgent or not. Start with urgent and important projects. Delegate or let go of other projects that seem not to be of the highest priority.

Start – Stop – Continue

If you are overwhelmed by the number of tasks, you can group them into three levels of priority. This method helps you determine the course of action.

  • Start – these are all the new projects worth getting involved in.
  • Stop – this section contains tasks that are time wasters.
  • Continue – put here all tasks that are worth your attention.

Feature Buckets Prioritization

It’s a prioritizing method invented by Adam Nash from Dropbox. It works especially if you are building a product and want to categorize features. It assumes that every task lands in one of three buckets:

  • Metrics Movers – these activities will lead you to hit your target.
  • Customer Requests – here land all the repetitive feature requests from clients. You will probably not add all of them, but these are truly important in setting a direction for development.
  • Customer Delight – sometimes customers haven’t necessarily asked for a feature, but they will be happy if you add it.
 

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