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
The holiday season is coming, and everyone is looking for the perfect gift. For ecommerce businesses, that time of year has always meant more customers, more money, and more work for support teams. It’s going to be even more challenging this year. To minimize their exposure to... read more
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
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
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
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
If you’re going to sell software that helps provide customer service, the customer service your company provides needs to be some of the best available. LiveChat’s Head of Support, Grzegorz Woźniczko, takes pride in the level of customer service provided at LiveChat. Recently, I... read more
Customer service is important at LiveChat in a couple of ways. First, we sell a SaaS solution to help companies provide top-notch customer service. Second, and just as important as the first reason, we pride ourselves on providing best-in-class customer service to our customers.... read more
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
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
Whether you’re a business owner or a customer service agent, the way you execute your customer service strategy can be a significant brand differentiator. We’ve lived in the digital era for quite some time now, and news about your customer service being good or bad spreads... read more
It’s a customer’s world these days. Globalization and ecommerce are here to stay, and they’ve made it possible to purchase products from practically every corner of the globe. Think about it: Nearly every purchasing decision you make is necessarily preceded by research. It could... read more
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
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
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
