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.
Employee training can bring you countless benefits, some obvious and some welcome, yet surprising, side-effects. However, not all employee training programs bring the desired results. You could be using the best knowledge management software and still not get what you expected... read more
In one of our recent posts, we’ve talked about measuring the ROI of customer service. You’ve learned how to set up goals, measure them, and check the reports in the LiveChat app. You also know that the better the customer service, the easier it is to charm customers to buy your... read more
Let’s assume you plan on fixing a pipe on a roof. What would you do to make it a bearable experience and finish it quickly? Besides having good music in the background, you probably would start with taking all the tools with you up there. You've climbed a ladder and you start on... read more
Everyone has an opinion. Thanks to the Internet, everyone can share what they think in an open forum. Yelp, Google Reviews, Houzz, and more serve as the review platforms for customers of restaurants, auto shops, and home services. Transparency might be intimidating for small and... read more
9 minutes
Aug 14, 2019
Team management isn't about bossing people around — but you already know that. It's mainly about planning your team's work and unlocking its full potential. Being a support leader is a little like being a coach — a soccer coach, for instance. First, you plan your team's tactics.... read more
Live chat is a great way of increasing customer engagement and boosting website conversions. When used well, it can enable you to offer excellent customer support, save yourself time and money, and increase your bottom line. That said, many businesses are routinely making the... read more
10 minutes
Jun 3, 2019
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
8 minutes
May 7, 2019
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
7 minutes
Mar 6, 2019
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
6 minutes
Mar 1, 2019
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
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
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
6 minutes
Dec 31, 2018
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
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
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
9 minutes
Oct 19, 2018
