Explore expert articles on customer service management, training, and tools to enhance your support team’s performance and customer satisfaction.
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Time is of the essence in customer service. Whether it comes to page loading speed, product and service delivery, or the responsiveness of a support team, time can make or break the experience of your customer. Experience has become a product, and one of its most important... read more
8 minutes
Sep 19, 2022
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
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
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 can... 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
A long time ago, entrepreneurs were struggling to provide buyers with high-quality products and reasonable prices. While these elements of the business are still very relevant, they are gradually losing the race against customer satisfaction. Namely, recent surveys revealed that... read more
6 minutes
Dec 4, 2017
Customer service is the key factor in customer satisfaction. Over the years, businesses have migrated to the digital world. It has become important for all organizations to maintain a strong online presence. The instantaneous ‘click & buy’ has been instilled into our online... read more
8 minutes
Nov 14, 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
When you think about your life, you can probably find people who appreciate you at some point. People at work, in your private life, your colleagues or even your tennis teacher. The people who appreciate you, are the ones who say how important you are, how great you do your job,... read more
Have you ever imagined what happens with all the customers who found your website, added some of your wares to their shopping carts and then just left? What pushed them to do so? To put it simply, they’ve encountered a step in the buying process that they couldn’t or didn’t want... read more
Online businesses have one of the busiest parts of the year ahead of them. In two days, the Black Friday craze will start. Millions of consumers will rush to score the best deals from major retailers. In four days, we’ll see the same thing for online businesses when the Cyber... read more
You can upgrade your good customer service to great by speeding up your support. After all, fast communication is one of the most important customer service skills. It’s all about scale. Once you get everything right when talking to one customer, it’s time to do it with six other... read more
Do you run a busy SMB and feel the need to graduate from your antiquated business phone to a more fitting solution? Are you feeling a little hesitant to jump into the big bad world of call center software? If you answered “Yes!” to either of those questions, you have come to the... read more
7 minutes
May 12, 2015
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