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When it comes to designing chatbots, there are a few simple practices that separate helpful, high-performing bots from chatbots you’d rather see put + Read More about chatbot do’s and don’ts – these are the best and worst chatbot practices

It’s hard to remember a time when chatbots weren’t a hot (albeit, polarizing) topic in the customer service and tech industries. From customized + Read More about it’s all about the $$$ – how much money can chatbots actually save you?

Looking to improve your customer service? Before you begin making changes to your service delivery and your staffing practices, it’s important to understand + Read More about agent performance for chat support – 9 metrics for live chat kpis

After you have defined your live chat objectives, it is time to consider the next step: beginning to implement your live chat software. + Read More about planning your live chat experience: how many agents do i need?

Editor’s note: This post was originally published in January 5th, 2021 and has been updated for comprehensiveness. Live chat software connects website visitors + Read More about live chat security: everything you need to know for secure live chat

Access to information is key to the success of any customer service team, whatever channel you use. But for this success to happen, this information can’t + Read More about 4 easy steps for building an internal knowledge base

The decision to take on chatbot customer service is an exciting one for companies. Like with any new initiative, there are a series + Read More about addressing metrics gaps between bot-led and human-led service

“Free” is one of the most powerful sales words of all times. From our attraction to free shipping to our draw to Buy + Read More about 10 undeniable dangers of free live chat apps

Introduction In the news and on social media, it seems like there’s a war raging between the generations. Baby Boomers have accused Millennials + Read More about baby boomers, millennials and more: here’s how to manage a multigenerational workforce

Most consumers have noticed: there’s a huge gap in capabilities in the chatbot industry. While one chatbot may be able to book you + Read More about journey mapping for chatbots: how to create a chatbot decision tree from scratch

Out of all the customer engagement software tools that are out there, which one is right for your company? The question is a + Read More about salesforce, hubspot, zendesk and more — which customer engagement software is right for me?

When 67% of consumers turn to social media for customer service support, and 87% of customers indicate that these interactions positively impact their + Read More about 5 social media customer service and marketing secrets from the pros

Introduction Social media is a modern day holy grail for businesses: should your company achieve a successful social media strategy, the promise is + Read More about don’t try this at work: 15 social media mistakes and bad customer service examples to avoid at all costs

One or more of these phrases might be familiar to you; many customer service supervisors use them as an attempt to lower your + Read More about how to reduce your average handle time fast

Introduction In 2013, Amy’s Baking Company became famous overnight after premiering on a particularly dramatic episode of Gordon Ramsay’s “Kitchen Nightmares” – a + Read More about 9 unmissable reasons why you need to care about social media customer service

Introduction Let’s say you’re online, and searching for a company’s live chat service. You find what appears to be a live chat box + Read More about 7 must-know differences between live chat and live messaging

You’ve considered and perfected your agents’ on-camera appearance… congratulations! They’re looking professional and are ready to tackle a one-on-one video chat without disturbances. + Read More about 4 important sound and background considerations for video chat

Let’s say that live chat is a journey. You are a customer who is trying to get from Point A, an issue or + Read More about customize your live chat window: tips and best practices

Like customers, customer service experts come from a wide range of backgrounds, each with their own unique perspective and take on the industry. + Read More about top 20 customer service experts to follow on twitter right now