Support

Customers expect support for products they buy. Besides that simple fact, nothing is obvious or given about customer service. In Support we cover the best ways to improve the customer experience and make sure your customers come back for more.

Stress Charming: How LiveChat Kicked Stress out of Its Support Team

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Justyna Polaczyk
12 minutes
Feb 27, 2015

Customer Frustrations and How to Avoid Them

We are all customers. And we all get angry with similar things, mostly with bad customer service. However, for some reason, we rarely draw any conclusion from it. If you want to improve your service, you need to draw conclusions from other companies bad service and make changes... read more

6 minutes
Feb 6, 2015

4 Ways to Handle a Support Ticket Faster

Getting your support chats and support tickets rated is a good way of finding out if your customer service works. Seeing a good rate after a chat or a ticket means that you did something well. More importantly, the bad rates help you spot places where you need to improve. When... read more

7 minutes
Jan 5, 2015

How to Say NO to Customers Without Making Them Angry

When clients need to contact a company’s support, they always want to hear the yes answer to all their requests. But that’s not always possible, is it? We all take denial very seriously. It can cause an emotional, or even childlike response. We shout, hang up and threaten to... read more

6 minutes
Sep 9, 2014

Why I Dropped Supermarkets for Personal Service

Getting personal while doing business is far more valuable than simply meeting needs. It makes the customer's experience real, fresh and fruitful. You cannot script it. It comes naturally when you are yourself. My eyes were opened when I curiously stepped into this tiny eco... read more

Ania
4 minutes
Sep 3, 2014

How to Use Live Chat in the Forex Industry

In the round-the-clock world of forex trading, there is an exceptional demand for high quality customer service. Information is vital for traders and it has to be provided on the spot. With costly international calls out of the picture, live chat seems like a natural pick for... read more

4 minutes
Jul 31, 2014

Personalized Greetings – Your Support on The Fast Lane

When it comes to getting instant help, chat is the quickest and most efficient option. However, our customers would still depend on the phone, even if it means queuing or being put on hold with some dreadful music on. The challenge was to prompt them to use LiveChat instead of... read more

Justyna Janowska
4 minutes
Jun 27, 2014

How Media Temple grows its customer service department

Delivering the same customer service standards becomes increasingly difficult as your company grows. More customers means more chats, tickets and calls. You need a plan for scaling your customer service department. If you don’t improve your support capabilities, your agents will... read more

7 minutes
Mar 14, 2014

7 Ways to Properly Handle a Support Ticket

Handling a support ticket can get brutal. Whenever you think you're done, you get another one waiting in line. There's also the support ticket that nobody wants to touch because it's too difficult. Bouncing stray tickets from department to department can easily get in the way of... read more

4 minutes
Feb 14, 2014

How to start improving customer service

Just as every car requires a regular checkup, so does your support. At the beginning of Q4 2013, We felt pretty confident with our setup: 6 dedicated agents working 5 days a week, always ready to help and go the extra mile. We wanted to take it to the next level with 24/7... read more

3 minutes
Jan 24, 2014

New approach to in-app support

The idea of in-app support is pretty simple. Whenever you have a question when using an application, you can click one button to get instant help from a support agent. No matter if you are a mobile or desktop user, there's no need to search the web, browse support forums, email... read more

4 minutes
Oct 16, 2013

Customer service styles: official or casual?

Great communication choices utilised by marketers should also be part of good customer service. Being official or casual is just the tip of the iceberg of possibilities and different approaches should be applied ad hoc, ones that are well defined and flexible. Characteristic... read more

Blazej Szperlinski
7 minutes
Aug 21, 2012

How to Hire and Manage Outstanding Customer Service

In order to thrive in today's volatile economy, it's imperative to manage customer service departments with care and finesse. Tony D'Amato, portrayed by Al Pacino in "Any Given Sunday", is a prime example of a man making excellent choices in team building and leadership. Any... read more

6 minutes
Jun 6, 2012

Gamification: Level Up Your Customer Service

Gamification: the use of features and concepts (e.g. points, levels, leaderboards) from games in non-game environments, such as websites and applications, in order to attract users to engage with the product. - McMillan Dictionary Customer service: all interactions between a... read more

Blazej Szperlinski
5 minutes
May 7, 2012

Online chat from a business owner perspective [interview]

Sam Akbari is a Managing Director of Webitecture (link no longer available), a design and marketing firm providing online and offline solutions and strategies to Australian businesses. He's been using LiveChat since the beginning of 2011, when he started chatting with his website... read more

Szymon Klimczak
3 minutes
Jul 6, 2011