Customer service

Team Chat: Looking for the Perfect Customer Success Metric

How do you determine customer success? Do you need a group of metrics specifically chosen for your business? Or maybe there’s one perfect metric that tells us everything we need to know?  The Data and Research team from LiveChat got together on Slack to look for metrics that... read more

Jacob Firuta and 3 others
7 minutes
Nov 12, 2020

How to Always be Ready for the Seasonal Ecommerce Rush

This holiday season, provide an exquisite experience that every customer dreams about. Fun fact: 41% of surveyed consumers said three or fewer brands provide a high level of customer satisfaction. Additionally, 90% of surveyed brands claimed they provide the highest level of... read more

27 minutes
Oct 8, 2020

How to Say No to Feature Requests

Imagine you’re running an Italian restaurant. You’re serving only a few refined dishes based on recipes that were in your family for ages. People are frequently coming to your place and are enjoying the food from your limited menu. However, there’s a group of customers who often... read more

8 minutes
Sep 22, 2020

How to Use Positive Communication in Customer Service

Our brains don’t like the word “no.” If you were put into an MRI scanner and had that word flashed on a screen for less than one second, you’d see a sudden release of dozens of stress-producing hormones in your brain. These hormones immediately influence the normal functioning of... read more

7 minutes
Sep 4, 2020

Conversational Banking: Top 5 Benefits of Using Banking Chatbots

Mobile devices have become a banking channel for communication. 75 % of customer interactions with banks happen online or via mobile apps. We use mobile apps to easily check our balance, quickly transfer money, or take small loans out in the comfort of our home. A fun fact is... read more

5 minutes
Jun 24, 2020

10 Steps to Achieve High Customer Satisfaction

Customer satisfaction is a vague marketing term. It often provokes broad, yet hazy discussions or makes businesses focus too much on the details and overlook the big picture. What does it really mean? Are ‘satisfied’ customers enough to satisfy the business? The questions can go... read more

5 minutes
Mar 31, 2020

10 Steps to Integrate Your Business with the Empathy Economy

Empathy in business is a hot topic right now, and for good reason. According to the Harvard Business Review and their 2016 Empathy Index, the top empathetic companies in 2015 gained twice as much market value as those at the bottom of the rankings. The top companies also created... read more

5 minutes
Mar 27, 2020

What Does Customer Service and Marketing Have in Common

Most companies have many different departments, like sales, human resources, marketing, customer service, and so on. Not so long ago, we didn't care that much about how they communicated with each other. A steady flow of information, or ways in which the work of one department... read more

7 minutes
Mar 12, 2020

The Empathy Economy: Marrying AI and Customer Service

Theodore Roosevelt was ahead of his time when he said, “The most important single ingredient in the formula of success is knowing how to get along with people.” Of course, Roosevelt couldn’t have predicted the rise of artificial intelligence (AI) and the advent of the very recent... read more

9 minutes
Mar 3, 2020

Love Cliches That Make Good Customer Service Advice

This is the non-cheesy Valentine’s Day article you’ve been looking for. This is the V-day special you won’t be ashamed to read at work, but which made me cover my screen during research. All that for a good cause though, as today we will see how all the love advice we are served... read more

9 minutes
Feb 14, 2020