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.
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Live chat is often celebrated for its speed and convenience, but it can backfire spectacularly when poorly executed. A striking example comes from Amazon, a company renowned for customer service. In a widely publicized incident, a customer named Chris Williams experienced a... read more
In today’s fast-paced digital world, customers expect instant support, and live chat has become the go-to channel to meet those demands. More than just a pop-up box in the corner of a screen, modern live chat app offers a powerful suite of tools designed to enhance customer... read more
When browsing a website and having a question, what’s the easiest way to get help fast? Not a phone call. Not waiting hours for a reply to your email. It’s that little chat box in the corner, the one that connects you to a real human in seconds. That’s live chat, and it’s quickly... read more
Let’s be real. In 2025, no one’s waiting for an email reply or sitting through hold music. People want answers fast, and businesses that can deliver instant responses are the ones staying ahead. That’s why live chat is growing at a fast pace. Behind this growth is a mix of better... read more
Today’s real estate clients aren’t picking up the phone first. They’re opening a browser. Nearly half of all buyers now start their property search online before ever contacting an agent. Yet, despite this shift, only 18% of buyers initially contact a realtor directly. This... read more
You, as a customer, expect instant answers. You don’t want to wait in a phone queue, fill out a ticket, or get passed from one agent to another. You just wish for fast, accurate help right when you need it. And you're not alone. A recent CX Trends Report found that 70% of... read more
People are getting used to using AI to do tasks for them. Nearly one in four consumers — and almost one-third of Gen Z — are already comfortable having AI handle their shopping. The popularity of AI tools shows just how fast things are changing. In January 2025, ChatGPT became... read more
If your customers struggle to reach you and you don’t fix it, your business won’t last. Having a great product or service is essential, but if you think it will sell itself, you need to think again. Success isn’t just about what you offer but how you connect with customers at... read more
AI is transforming customer service, but not in a way that eliminates jobs. Instead, it’s making work easier by handling repetitive tasks such as resetting passwords or routing customer requests to the right department. The numbers back it up. AkzoNobel slashed its response time... read more
What do you do when a three-year-old tells you your tiger bread is mislabeled? If you’re Sainsbury’s, you listen — and then you actually change the name. Instead of dismissing Lily Robinson’s adorable observation, their customer service team leaned into it, shared a laugh, and... read more
Ever had a frustrating live chat experience where the agent’s response felt robotic or unhelpful? You’re not alone. Studies show that 79% of customers prefer live chat support over other support channels, but the quality of responses makes all the difference between a happy... read more
Getting ready for a customer service interview? You’re in the right place. Customer service is all about solving problems, staying patient, and keeping customers happy — even when things get stressful. You’re probably wondering what questions they’ll ask, how to make a great... read more
Ever signed up for a new tool, got super excited, and then… nothing? No clear next steps, no guidance — just you staring at the screen, wondering what to do next. That’s what bad customer onboarding feels like. And guess what? If your customers feel the same way, they’ll likely... read more
One of the biggest misconceptions about AI chatbots in customer service is that they are designed to replace human agents entirely. Many believe that implementing chatbots means businesses are opting for impersonal, robotic interactions over the warmth and empathy of human... read more
Have you heard the story about Nordstrom giving a refund for tires — despite the fact that they don’t sell tires? It sounds like an urban legend, but it’s true. In 1975, Nordstrom refunded a man for snow tires bought from a previous store at their location, no questions asked,... read more
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