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.

Why People Go Public with Their Customer Service Nightmares

Most of us can’t get enough of positive customer service stories, but we can surely learn way more from customers that leave us with fanfare. We all know that bad experiences - especially in a public setting - travel like wildfire, while great experiences take the slow but sure,... read more

Vitaliy Verbenko
8 minutes
May 7, 2019

Social Listening: How Can It Be Effective In Customer Service?

Does social media or the conversations happening around ever sleep? Guess not! According to the New York Times, we spend more than fifty minutes per day on average scrolling through news feeds, chatting with loved ones, posting pictures, liking, commenting and sharing them. Do... read more

Vikash Kumar Chaudhary
7 minutes
Mar 6, 2019

Why Your Customers Hate Phone Calls and What Channels to Use Instead

To make their customer service instantly accessible and improve its quality, companies hire more service agents for their call centers and create 24/7 hotlines. However, the recent survey shows that 59% of consumers refrain from calling as long as it’s possible. Let’s consider... read more

Denis Zhinko
6 minutes
Mar 1, 2019

Are You Guilty of These Customer Service Fails?

A happy customer is the beginning of a positive chain reaction leading to better sales, strong word of mouth and hopefully, recurring revenues. Indeed, cumulative data from over a decade shows that companies that are customer experience leaders outperform those that are CX... read more

8 minutes
Feb 15, 2019

Deadly Traps to Avoid in Building a Customer Service Chatbot

This is the story of our team making the chatbot trend great again. Naaah, I'm just kidding! Or do I? An interesting thing is that if you take a look at Google Trends to see when the phrase “chatbot” was trending, you will quickly notice that the interest started to grow in 2016... read more

9 minutes
Jan 18, 2019

How to Use Videos for Effective Customer Support

Video marketing has simplified communication between companies and customers. The flexibility it provides makes video a powerful yet profitable digital marketing tool. Even the support executives today actively use video feature in their daily routine. It allows them to instruct... read more

Koushik Marka
6 minutes
Dec 31, 2018

This Is How You Save On Customer Support

The last decade has been defined by the customer becoming the center of nearly every business initiative. From becoming “friends” with customers via social media to getting inside their pockets via smartphone apps to offering customer support 24 x 7 x 365, businesses have pulled... read more

7 minutes
Nov 16, 2018

The Role of a Customer Success Manager in SaaS – LiveChat Team

You may think that being a Customer Success Manager is a piece of cake. A cherry on top, after years of working in customer service. Is it though? Well, it’s not for me to judge. But I’m here to bring you closer to all the specifics I learned from LiveChat’s Customer Success... read more

9 minutes
Nov 13, 2018

Tips for Providing the Excellent Twitter Customer Service

Social media has changed customer service forever and buyers are benefiting most. But this shift makes the jobs of customer service teams’ harder. They now face the daily challenge of managing social media customer service and meeting ever-growing customer expectations. And... read more

Kasia Perzyńska
9 minutes
Oct 19, 2018

6 Signs That Show Your Customers Are Happy with Your Service

In the competitive markets these days, if there is anything that determines your organization’s success or failure, then it is your customer service. The importance of customer satisfaction has increased enormously so much so that by the year 2020, it is expected to become the... read more

Angela White
6 minutes
Oct 16, 2018

Customer Success Management in SaaS – LiveChat Team Strategy

Companies that take customer service seriously and make it a priority in the early stages of existence, shouldn’t forget about customer success management. It’s often mistaken with customer support, so let’s clarify. Customer success management is the next layer on the top of a... read more

10 minutes
Sep 19, 2018

How to Improve the Workflow of your Customer Service Department

Your business depends a lot on how you manage issues that your customers face on a daily basis. When you are maintaining a website, you are going to get a variety of queries and requests from your customers. There should be a systematic approach to handle the issues based on... read more

Sujith Reghu
7 minutes
Aug 7, 2018

Choosing the Right Customer Support Software for You

If there’s one perfect customer support software for all the businesses out there, that’s LiveChat. Obviously, I’m kidding. We love our tool, but let’s face it - people have different needs and there’s no perfect choice for everyone. Take pizza for example. Even if you think this... read more

7 minutes
Jun 19, 2018