Comm100 Live Chat Blog

Post-Chat Survey Best Practices

Post-chat surveys are increasingly recognized as an effective tool to collect customer feedback on the live chat service level when a chat ends. This post discusses how post-chat surveys can benefit your business in evaluating customer satisfaction and operator performance. Also, we provide some best practices in designing post-chat surveys for your reference. What Is…

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6 Best Practices to Follow when Designing Pre-Chat Surveys

Just like phone support, live chat enables your visitors and customers to contact you directly for support in real time. The Internet offers much more anonymity than other contact methods, but by no means lessens the need for information when providing support or answering inquiries. You may need to obtain basic contact, account or other…

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Top Customer Service Trends 2016

If there is one thing that’s certain, it’s that modern consumers are much more tech-savvy than those from past generations. As technology continues to open new avenues for innovation and business transformation, so too will the shopping and buying habits of consumers. Consequently, as newer technologies enable more ease in performing business transactions, consumers will…

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New Updates for Comm100 Live Chat: Custom Away Status, Individual Operator Report and More

Happy New Year! And hope you are having a great holiday season. Comm100 has just launched a product update featuring Custom Away Status, Individual Operator Report, Status Overview Report and Operator Status Change Log, enabling you to have a better understanding of operators’ status and performance trends. Custom Away Status On top of the built-in…

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Best Practices for Proactive Live Chat

When the live chat going gets tough you might think to yourself, what do customers truly expect from me? I’m not a mind reader, after all. But several live chat features make it easier than ever to anticipate customer pain points—and with proactive chat, you can dazzle customers by reaching out before they even think…

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6 Rules for an Effective On Hold Message Script

79-year-old Mona Shaw was so livid that she took a hammer to her local Comcast office and smashed up computers and keyboards until her arrest. What inspired such violence in the senior citizen? Shaw had spent days grappling with inferior customer service, only to be left without Internet, television, or phone—and without any idea if…

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How to Effectively Apologize to Customers

‘I’m sorry.’ The two most inadequate words in the English language. – Beth Revis Apologies are important, but often times “I’m sorry” is not enough. Just repeating the phrase over and over again will come off as insincere—which can be difficult, because it’s hard to be genuine when you don’t always feel sorry. But there…

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Why Your Business Needs a Ticket Management System

What Is a Ticketing Management System? A ticketing management system is software that allows your business to create and manage support tickets. A support ticket is the process of tracking the updates and details of a problem from the moment it’s reported until the issue is resolved. Each ticket created represents a specific incident and…

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Double Your Sales with Awesome Live Chat Upselling Techniques

“Sales are contingent upon the attitude of the salesman–not the attitude of the prospect.”- W. Clement Stone If you could double or even triple your revenue in minutes, would you? Before you roll your eyes and point out that you don’t have a magic lamp to rub, consider your upselling game. How often do you…

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5 Rule for Ending Your Live Chat Session

You’ve been there before. You go to your favorite shop and you happily make your way over to the register to make your purchase. But despite your cheery demeanor, the cashier’s not smiling back. You can feel the smile slide off your face as he stares back at you with dead eyes, like he’s looking…

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