Customer service
Explore expert articles on customer service management, training, and tools to enhance your support team’s performance and customer satisfaction.
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Customer Engagement Platforms That Actually Boost NDR in 2025
TL;DR Most customer engagement platforms quietly bleed retention. This guide shows how to spot the ones that fail, evaluate ROI in 90 days, and choose a platform that actually pays for itself by Q2. Real numbers. No fluff. SaaS companies spend millions acquiring users — then lose... read more
Customer Complaints Aren’t the Problem — Ignoring Them Is
TL;DR Customer complaints aren’t the problem — ignoring them is. This article shows how to turn feedback into insight, resolve issues faster, and build trust with tools like LiveChat. Stop dreading complaints. Start learning from them. A few weeks ago, I watched an agent handle... read more
Connect with customers
LiveChat® is a complete customer service platform that delights your customers and fuels your sales
6 Best Live Chat Software for Customer Support in 2025
In times when instant communication has become the norm, businesses must keep up with the evolving expectations of their customers. Live chat software is as a crucial tool for enhancing customer service, increasing sales, and improving overall user experience. As... read more
Key Live Chat Statistics to Follow in 2025
TL;DR Live chat support drives conversions, boosts satisfaction, and speeds up support. With AI, automation, and real-time engagement, it’s now a key sales and service tool. The numbers back it up. Let’s be real. In 2025, no one’s waiting for an email reply or sitting through... read more
What It Really Takes to Do Omnichannel Customer Service Right
TL;DR Omnichannel customer service means giving your customers a consistent, connected experience — no matter where they reach out. The key? One inbox, one customer profile, and tools like LiveChat® that bring everything together. This article explains how that’s possible. I... read more
How to Improve Customer Satisfaction with Live Chat Reports
Providing excellent customer service is essential for any business, and live chat has become a key channel for connecting with customers quickly and directly. However, simply having live chat functionality is not enough to ensure it’s working effectively. To truly understand how... read more
Smart Ways to Improve Your Contact Center Average Handling Time
It was 4:58 p.m. on a Friday when Mia, a customer support lead at a fast-growing tech company, noticed something odd. Despite hiring new agents to handle calls, call queues were long, customers were frustrated, and her team felt the heat. The culprit? Average handling time — or... read more
The Truth about AI in Customer Service
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
From First Sale to Forever: Mastering the Art of Customer Retention
You probably heard it before: "Happy customers are loyal customers." Sounds right, doesn’t it? But here’s the reality check — customer satisfaction doesn’t guarantee loyalty. Think about it. Have you ever had a great meal at a restaurant and still never gone back? Or found a... read more
11 Best AI Chatbots for Customer Service (Full Guide and Tools)
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
Mastering the Customer-First Strategy: 4 Essential Steps for Success
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
Top Strategies to Boost Repeat Customers: Keep Customers Coming Back
Business owners today face a tough but all-too-familiar problem. The cost of marketing is skyrocketing, and attracting new customers has become a steep uphill climb. This means focusing on your current customers — those who already know and trust your brand — has never been more... read more
Step-by-Step Guide 2025: How to Identify Customer Needs
Every business starts with a simple goal: to meet customer needs. But just meeting customer needs isn’t enough anymore. You need to stay ahead, figuring out what people want before they even ask. That’s how your brand create real connections and keep customers coming back. But... read more
What is Customer Service Experience and Why Does It Matter?
When was the last time a business left you feeling genuinely valued? Maybe it was the barista who remembered your coffee order or the customer service representative who turned a frustrating problem into a quick solution. Those moments stick with us because they make us feel seen... read more