And everything you need to know about writing customer service emails


Surveys give you information about what your customers think about your business. Surveys also provide invaluable insight into what language your visitors use when they talk to you about the challenges they’re facing. Implementing their vernacular into your communication is a no-brainer if you want to help your company grow. Now, you can customize your pre-chat and post-chat surveys with rich text formatting so that your communication is easier to read and more user-friendly.

We’ve also got something that will benefit all of you regardless of how familiar you are with the tool. Whether you’re a new agent just learning your way around LiveChat or you’ve used it for quite some time, our webinar will help you organize everything that you’ve learned.

On top of that, with the latest update to Customer Insight for BigCommerce, you can now preview orders right in the LiveChat app.

Now, let’s get down to business.

Pre-chat survey editor window
What's new for you

Edit your surveys with rich text formatting

When you communicate with your visitors, you want your message to be easy to scan and understand. From now on, you can edit your surveys with simple formatting in the LiveChat app. Go to Settings, find chat surveys & forms, and customize your pre-chat and post-chat surveys by adding GDPR consent, for instance.

Once you click on an input field, you’ll be able to choose from formatting options like bold, italics, numbered lists, bullet points, and links.

Customize your forms

Preview order feature view

With the latest update to Customer Insight for BigCommerce, you can now preview orders right in the LiveChat app. Ask a customer for their order ID, paste it into the search bar, and get access to details like transaction history or tracking information. Bring your customers up to speed with order details in a flash.

The update also brings the ability to add “Contact Us” buttons to BigCommerce Page Builder. If you think your customer is likely to have doubts or questions at any stage of placing their order, you can easily add a button to any place on your website that will open the chat widget when clicked. Stay consistent by customizing your buttons to match your brand’s palette and tone of voice.

Learn more

We’re well into 2021, and the new year usually puts pressure on us to do things better, faster, and more efficiently. Stop. How about gathering all the knowledge you need in one place?

We’ve covered all the key features that will help you shine in customer service. Learn the basics of the tool if you’re just starting your journey with LiveChat or you’re new to it. Even if you’re a seasoned user, it won’t hurt to refresh your memory. Getting your first chat, profile settings, adjusting notifications, and canned responses. They’re all there.

Watch the webinar

Email is still one of the significant customer service channels, and some of your customers will use it to get in touch with you. Data shows that as many as 62% of customers will pick email to contact a customer service agent. Emails are also an integral part of any multichannel customer service strategy.

As long as customers get the answers on time, it’s all good. The trouble starts when you’re late in responding or when your email is vague. You fail to meet your customers’ expectations, leaving them with an unresolved case. Let these situations become a thing of the past. Read on to start writing better customer service emails so you don’t let your customers down.

Increase customer satisfaction


Imagine this scenario: You’re working and deeply focused. You start to look for an item you just saw a moment ago, but it appears that you can’t find it anywhere. Sound familiar?

A similar situation can take place in different areas of your daily life, but it proves to be especially troublesome at work. With the My Bookmarks app, you can rest assured that you won’t get lost in the depths of your bookmarks tab ever again.

My Bookmarks allows you to save any link you want for quick and easy access in the Details section anytime during a chat. On top of that, you can create bookmarks that are public for the whole team or save a link only for yourself.

The app offers a seven-day free trial, so if we caught your attention, don’t hesitate to test it.

Try My Bookmarks

Oliwia Połeć
LiveChat Platform



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