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Don’t Try This at Work: 15 Social Media Mistakes and Bad Customer Service Examples to Avoid at All Costs
November 6th, 2017 | Customer Service

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

Social Media Training Activities and Marketing Courses You Never Realized Your Team Needed
November 3rd, 2017 | Customer Service

Introduction Social media is chaotic, but your social media team shouldn’t be! In order for your social media strategy to work, it’s important + Read More

Missing Customer Feedback? 9 Tips for Effectively Promoting Your Customer Satisfaction Survey
November 2nd, 2017 | Customer Service

It was a Friday afternoon and Rodrigo, my Uber ride, was pulling up in a black Chevrolet Onix. Like the other times I + Read More

How to Reduce Your Average Handle Time Fast
October 18th, 2017 | Customer Service

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

9 Unmissable Reasons Why You Need to Care about Social Media Customer Service
October 16th, 2017 | Customer Service

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

Best Practices for Adding Live Chat to Your Website
October 11th, 2017 | Live Chat

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

You Need a Jointly Owned Social Media Customer Service Strategy ASAP – Here’s Why
October 11th, 2017 | Customer Service

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

7 Must-Know Differences Between Live Chat and Live Messaging
September 28th, 2017 | Live Chat

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

Do You Have an Effective Live Chat Onboarding Program? Here’s Why and How You Should Get One
September 13th, 2017 | Live Chat

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

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7 Last-Minute Customer Service Considerations for Video Chat
August 31st, 2017 | Live Chat

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

4 Important Sound and Background Considerations for Video Chat
August 23rd, 2017 | Live 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

Do Your Agents Look the Part? 5 Things to Consider Before Video Chatting
August 20th, 2017 | Live 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

12 Ways that Audio and Video Chat Wins Customer Service
August 10th, 2017 | Live Chat

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

Sales Tips and Tactics: How to Up Your Game When Selling to Customers
May 17th, 2017 | 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

Customize Your Live Chat Window: Tips and Best Practices
April 20th, 2017 | Live 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

Planning Your Live Chat Experience: How Many Agents Do I Need?
April 6th, 2017 | Live Chat

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

Defining Your Live Chat Objectives: What Do I Want from My Live Chat?
March 23rd, 2017 | Live Chat

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

Top 20 Customer Service Experts to Follow on Twitter Right Now
March 9th, 2017 | Customer Service

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

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6 Effective Ways That You Can Use Live Chat as a Lead Generation Tool
February 22nd, 2017 | Live Chat

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