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Gen Zs and baby boomers can be as much as 60 years apart. Even if the youngest group isn’t the main generation you deal with today, they’ll become a major purchasing power over the next couple of years. What’s the best way to approach them, and how are they different from... read more
When it comes to customer service, what’s more frustrating than having to start a chat all over again because you accidentally closed a tab? I mean, besides waiting 15 minutes in a queue to talk to a CS agent? If there’s anything that could bring comfort in such situations,... read more
The beginning of October marks a special time in the calendar for every customer service agent — Customer Service Week. Since 1992, when the U.S. Congress proclaimed it as a national event, it’s been celebrated worldwide to show appreciation for people who serve customers. ... read more
Knowledge is power. But it is only as powerful as it is shared or withheld. This is why it is important for companies to have knowledge management solutions in place so that everyone can get the information they need regardless of when they joined the company or became a... read more
SMS (Short Messaging Service) is the most frequently used messaging system in America. According to a study by Simple Texting, nearly 26 billion SMS messages are sent every day in the USA. It’s a testament to their convenience since nearly everyone uses SMS at some point during... read more
3 minutes
Jul 4, 2022
According to research by Salesforce, 67% of customers admit that their expectations of receiving a good customer experience have increased drastically. This clearly shows the growing importance of effective customer success management. Not only does it help to retain high... read more
16 minutes
Mar 29, 2022
I bet that when it comes to business, nothing makes you happier than having a large group of loyal customers. And it’s hardly surprising since not only are they responsible for bringing 65% of revenue, but they also tend to spend more than new clients. It also shows that all the... read more
12 minutes
Feb 3, 2022
Can you believe that companies in the US lose as much as $136.8 billion per year due to avoidable consumer switching? This clearly shows the importance of retaining customers. While it might be tempting to pile your resources into acquiring new clients, if you want to hit the... read more
11 minutes
Jan 5, 2022
Good customer service leads to good business results. There’s no denying that. And to deliver good customer service, you need a team of dedicated agents with a very specific skill set. There are a lot of customer service skills agents should master when working with customers... read more
The 2020 holiday shopping season had very little in common with previous holiday shopping seasons. COVID-19 has turned our lives upside down, and the shopping experience has been no exception. While online holiday shopping has been steadily on the rise for years, it reached new... read more
You’re an ecommerce store owner waking up on the morning of Black Friday. You’ve been preparing your promotional campaign for a few weeks or even months ahead of time. Now, it’s time to get busy. You might want to consider hiring a few part-time employees or adding a chatbot to... read more
If your customers have a hard time contacting you, you’d better do something about it. If you don't, you'll soon be out of business. Sure, a great product or service that people need is the key to success. If you think it’ll sell itself and you can just watch your sales number... read more
Are you aware that 88% of customers worldwide, irrespective of their age, think that customer service plays a significant role in their purchasing decisions? When we give it a bit more thought, it makes perfect sense! People get attached to brands, and since client support is the... read more
12 minutes
Jul 7, 2021
Going the extra mile for customers. A mysterious and intangible element of customer service. You’ve heard us talking about it a lot, be it our ultimate customer service guide or any article meaning to improve your customer experience. Do we follow our own advice? What does going... read more
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
