Jacob Firuta

What Every Customer Service Representative Should Know About Helping Customers

What Every Customer Service Representative Should Know About Helping Customers

Being a customer service representative is a huge responsibility. When working in customer service, you are the face of a company. Customers who will think about the company will think about how you treated them and whether you helped them before thinking about the company’s... read more

Jacob Firuta
7 minutes
Dec 14, 2016
How Big Companies Deal with the Pains of Enterprise Customer Service

How Big Companies Deal with the Pains of Enterprise Customer Service

Enterprise customer service is largely about how many people you can help before the costs become prohibitive. To do it well, you need to forget a bit about the quality of contact and about customers’ contact preferences. You pick what gives you the most answering power. No... read more

Jacob Firuta
5 minutes
Dec 5, 2016

Connect with customers

LiveChat is a complete customer service platform that delights your customers and fuels your sales

Customer Service Interview Questions You Should Ask When Hiring Agents

Customer Service Interview Questions You Should Ask When Hiring Agents

What makes a good agent? Is it their previous experience, their references, the way they carry their conversations or certain customer service skills? What customer service interview questions will you ask to find that out? On the one hand, prior experience and technical... read more

Jacob Firuta
8 minutes
Nov 30, 2016
4 Out of Office Message Examples That Work When You Rest

4 Out of Office Message Examples That Work When You Rest

Good communication with customers is key, no matter what industry you represent. If there are breaks in this communication, you’ve got yourself a problem. Even when planning a vacation or your Holiday leave, you should think of the communication and take care of it by setting up... read more

Jacob Firuta
5 minutes
Nov 25, 2016
A Look at Facebook and Google Customer Service

A Look at Facebook and Google Customer Service

In the last two articles from this series, we’ve discussed pretty big companies. We've already talked about Apple, Netflix and Uber. We’ve touched on Verizon, Comcast and Amazon. But can we go even bigger than that? Today, I’d like to give it a try and discuss Facebook and Google... read more

Jacob Firuta
7 minutes
Nov 16, 2016

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What Is Customer Service to a Business and to a Customer

What Is Customer Service to a Business and to a Customer

When talking about customer service, we often look at it from a business perspective. We think how it can improve our relations with customers or how many more sales it can help us close. For businesses, it’s a way to get in touch with customers, help them and get some extra... read more

Jacob Firuta
5 minutes
Nov 7, 2016
What Is Employee Engagement and Why You Need It in Your Business

What Is Employee Engagement and Why You Need It in Your Business

Companies and business leaders can look to all kind of KPIs and metrics to decide on the ‘next big thing’ to improve revenue. However, they often forget about one of the most fundamental ones: employee engagement. Employee engagement is the thing that makes people shine when they... read more

Jacob Firuta
6 minutes
Oct 28, 2016
5 Good Customer Service Skills for the Holiday Season

5 Good Customer Service Skills for the Holiday Season

Good customer service leads to good business results. There’s no denying that. And to get good customer service, you need a team of dedicated agents with the right set of good customer service skills. There’s a lot of customer service skills agents should pick up when working... read more

Jacob Firuta
7 minutes
Oct 19, 2016