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So you want to hire a stellar live chat team. Chances are, you’d love to have the option of picking from a vast + Read More about how to go the distance: key tips and practices for managing a remote live chat team

We’ve all been there: you’re waiting on the phone or in a live chat session, and the representative is fumbling with information. He + Read More about one and done: how to optimize your first contact resolution rate

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 After you have purchased your live chat solution, the next step is to add live chat to your website and start engaging + Read More about best practices for adding live chat to your website

Introduction Once you decide to engage in social media customer service, the next step is coming up with an effective strategy for implementing + Read More about you need a jointly owned social media customer service strategy asap – here’s why

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

Once you have interviewed and selected the newest members of your live chat dream team, it’s time to begin integrating them into their + Read More about do you have an effective live chat onboarding program? here’s why and how you should get one

Your agents are looking good. Your lighting is perfect. Your sound and background check out. Your image is stellar. You have successfully guided + Read More about 7 last-minute customer service considerations for video chat

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

Customer service isn’t known for being a particularly fashionable industry (not that it couldn’t be – most companies have a handful of agents + Read More about do your agents look the part? 5 things to consider before video chatting

Once a new form of customer service, live chat is increasing quickly and steadily in popularity. Between 2015 and 2016, the total volume + Read More about 12 ways that audio and video chat wins customer service

It’s no secret: There’s a stigma against sales. From the snake oil salesman to the shoddy pyramid scheme, many people think of sales + Read More about sales tips and tactics: how to up your game when selling to customers

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

Just because you may use the same live chat software as another company does not mean that your businesses should use it in + Read More about defining your live chat objectives: what do i want from my live chat?

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

It doesn’t matter how well you run your enterprise; without a steady—or preferably, growing—influx of leads, you may as well kiss all your + Read More about 6 effective ways that you can use live chat as a lead generation tool