Comm100 Live Chat Blog

5 Tips for Using Live Chat for Tech Support

Whether it’s computer hardware, software, mobile gadgets or anything in between, providing technical support is an integral part of running an IT-related company. Therefore, if you run or manage an IT company, you are probably well aware of the challenges that providing phone support poses for your business. Providing tech support to users takes patience,…

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6-Ways-to-Improve-the-Efficiency-and-Productivity-of-Your-Live-Chat-Agents

The verdict is in from too many sources to count, and they all say that live chat is the most cost effective way to manage support and communicate with website visitors. As good as live chat is, though, it is only as effective as the agents that use it and the way they communicate with…

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5-Tips-on-Training-Your-Live-Chat-Agents

Live chat is a fantastic tool for reaching out to site and visitors and reducing your support costs. Still, live chat is only effective if your agents know how to use it efficiently and properly. Like just about anything else IT related, live chat training for your agents is crucial in helping them learn the…

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9 Right Things to Do when Chatting with Angry Customers

Customers will complain and contact your business when they are angry or frustrated. It is important to teach chat agents how to chat with angry customers to diffuse the situation before it escalates into a reputation nightmare. Listen Actively to Angry Customers When a customer comes online to chat and they are angry, it is…

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5 Metrics to Consider when Evaluating Customer Service Performance with Live Chat Reports

In order to improve the customer service experience, the efficiency of your staff and the sustainability of your department, you need to understand how well your live chat agents are performing. By understanding their work ethic, productivity and quality of service, you will be able to create a chat department that serves the needs of…

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How to Reduce Bounce Rate with Live Chat

Having a business website is like shouting through a bullhorn on Times Square. It is difficult to attract people’s attention through all of the noise and distractions and once you have a person’s attention, it isn’t easy to keep it. You need a combination of a great website, fantastic content and interactive tools to provide…

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6 Best Practices to Follow when Designing Pre-Chat Surveys

When customers contact companies for support via phone or email, it’s customary to provide basic contact and account information. Information such as name, address, account number and other similar information is essential at times to help customers resolve issues or correct problems. The Internet offers much more anonymity than other contact methods, but by no…

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4 Best Practices for Follow-Up Emails after Chat

By now, you probably already know that live chat can help increase conversions by gently nudging your website visitors forward through the sales journey. Meanwhile, live chat also allows you to answer questions for visitors and potential customers in real time, thus instilling more confidence in your company. As good as live chat is, though,…

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4 Ways Live Chat Reduces Your Operating Costs

Running a successful business often requires getting back to the basics, which means earning more than you spend. Even if you have the best product or service in the world, spending too much on operating costs will always result in poor — or nonexistent — profits. Live chat is an excellent way to reduce operating…

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5 essentials to imcrease conversions with live chat

While visitors always appreciate live chat as a means of requesting support, you can also increase conversions with live chat as it allows you to reach out proactively to visitors thus converting more shoppers into buyers. Several major studies such as one American Marketing Association indicate that live chat can help increase conversions by 20 percent or…

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