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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.
There’s a lot of mess around the term “self-learning chatbot”. Many people do think that self-learning chatbots are direct predecessors of such an AI that is depicted in futuristic movies. Therefore, all too often people fear that those intelligent assistants may get out of hand.... read more
9 minutes
Aug 1, 2017
Recently, when I was checking what’s new on Linkedin, I came across an interesting post. One of the Customer Service Champions members asked a question: Why are Customer Support and Customer Service not important to early-stage startups? She described a chat she had with a... read more
Imagine yourself on a sandy beach, laying on the comfy sunbed, staring at the sea. You’re reading a relaxing book and sipping Coconut Water. You’re far away from your office and your laptop. All that’s on your mind is contemplation: "Should I get another drink now, or maybe I... read more
We waited for this moment for quite some time. The excitement was so big that we even made bets on when it would happen. And I’m not talking about reaching 100,000 unique visits per month on our blog – although that caused a lot of stir as well. I’m talking about a day when our... read more
When you step into the customer service world, you must go through the customer service training first. During this training, you will learn about a product, a company’s culture and a service that you should provide. If your training is advanced, a manager tells you what... read more
Once you set up your LiveChat, besides deciding on a cool picture for your agent’s profile, you probably have some other thoughts crossing your mind. For example, “how long I should be available on the chat? Is it OK if a chat is running only during the store opening hours? If... read more
About a year and a half ago, I started working for a company called The SnapBar. The SnapBar is a photo experience company that specializes in photo booth activations - from glam booths (popularized by the Kardashians) to GIF booths. In this post, I'm describing the way LiveChat... read more
9 minutes
May 17, 2017
The word automation has soaked up a soiled reputation lately. While it brings the promise of efficiency and time-savings, there are deeper fears associated with the word that we can’t seem to shake. Anxiety builds around the idea that robots will take over our jobs and there’s a... read more
6 minutes
May 16, 2017
Recently Jeff Bezos, Amazon CEO, released his annual letter to shareholders. It's a must-read missive, filled with pearls of management philosophy and leadership lessons from the guy who created the $430 billion juggernaut. Bezos is focused on how to prevent a successful business... read more
One of the prime constituents of a good customer service is a comprehensive support system. Gone are the days when a business could simply rely on a phone call or an email from their customers to answer their queries and provide them with support. The customer of today needs... read more
When I was working in customer service, my greatest problem were emotions. When I was having a bad day (you know, one of those days with a high percentage of grumpy, upset or rude customers), I wasn’t able to cope with anger and frustration. My biggest dream was to have the... read more
It has been a long time since the last customer service quotes article. I hope you missed it! After all, what is better than a good dose of knowledge served in a concise way? Let’s focus on the new customer experience quotes I found and what they mean for us, customer service... read more
Customer service agent’s job is difficult, let us be honest. You have to know the product, company’s procedures and a couple of different systems. You have to be a silver-tongued source of empathy. And on top of that - there they are: the customers. The number one pain point for... read more
I could give you thousand reasons why amazing customer service is worth the effort. For example, better customer service is cheaper than any advertising, happy customers become your brand advocates, bringing others with them and people are more likely to buy from you. These are... read more
I have been working in chat support for over 3 years. As many might know, working in customer support is stressful and requires to maintain a high level of concentration. To stay sane experiencing pressure every day seems to be the main goal at the beginning of a customer support... read more
7 minutes
Feb 8, 2017
