Proactive Chat Triggers

The old model: reactive chat When chat options first became available on websites, they were based on the reactive model. A visitor to the site had a problem or a query, hit the chat button, and spoke to an agent who provided the necessary assistance or information. But the inadequacies and the missed opportunities of Read more

7 Reasons Live Chat is Superior to Telephone Support

Telephone support is great when it works. The customer has a problem, so they contact a customer service team. They dial an easilyfound low-cost phone number, which is quickly answered. The person answering the phoneknows how to solve the customer’s problem and provides clear information that resolves thequery. The call ends. Unfortunately, it’s not like Read more

5 Tactics For Dealing With Angry Customers Via Text

Businesses will always have to face angry customers – it’s an immutable fact of life. And one thing we can say with confidence is; it won’t be long before you face an angrycustomer yourself. Someone who demands you resolve an issue they deem to be the faultof your business. Customer service staff need to have Read more