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How to Understand if You’re Talking to a Bot

These days, you could be forgiven for thinking AI is taking over. It’s everywhere. Especially when it comes to live support chat services. There’s been a massive increase in live chat services using bots to answer questions. Are you finding it harder and harder to tell the difference between a chat bot and a real Read more

How Long Should a Live Chat Response Be?

The proof that live chat is a successful addition to any website is evident in statistics: Live chat is the number one service choice for shoppers between 18 and 49 years old. More than 41% of visitors expect live chat on your website. 79% of businesses say that offering live chat has a positive impact Read more

12 Reasons why Omnichannel communication is better than Multichannel

This article examines the Omnichannel communications system of customer support, which unites and integrates all the media of communication for customer convenience, and how it is set to surpass and replace the old Multichannel model. Customer support and the technology revolution Companies are becoming increasingly aware of the vital importance of adopting the customer-centric model Read more

How to Make the Most of Your 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

Live chat canned responses: What they are, plus 7 examples.

Do you offer live chat support on your website?  If you don’t, you should give it some serious thought. Customers increasingly expect live chat support, and in the 18-49 age group, it is the favored method of interacting with a company’s customer support department.    Live chat can also make sense from a business resource perspective 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