Best Practices for Effective Email Customer Support in 2020
September 10th, 2020 | Customer Service, Omnichannel

Email is a foundational pillar of customer support. Research shows that 91% of consumers use email daily.   And yet, although companies have had a long + Read More

Resolving Customer Service Complaints – How to Reduce Repetition & Agent Handoffs
August 31st, 2020 | Customer Experience, Customer Service

Delivering the perfect customer experience on every occasion across all your touchpoints is no easy feat. With increasing customer expectations and the rise + Read More

“Next!” Top 5 Tips to Reduce Customer Service Wait Time
August 5th, 2020 | Customer Service

Only 35% of customers are willing to wait 30-60 seconds for a response on live chat. For today’s consumer fast support is non-negotiable, and long wait + Read More

Top Live Chat Best Practices for 2020
July 29th, 2020 | Live Chat

If you’re reading this, you likely have either just implemented live chat on your website or are thinking about it. If you’re the latter, let us help you make your decision + Read More

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Why Agents Need Chatbots – and Chatbots Need Agents
June 15th, 2020 | Chatbot, Live Chat

Chatbots have come a long way in the past few years. The improvements in technology have enabled developers to expand on bot capabilities far beyond just functioning as a FAQ. Today, the automation of chatbots can process orders, perform financial transactions, make bookings, and much more. (Check + Read More

Omnichannel Customer Support – a Shopping Checklist
May 13th, 2020 | Omnichannel

Research shows that companies with extremely strong omnichannel customer engagement retain on average 89 percent of their customers, compared to 33 percent for companies with weak + Read More

4 Reasons Why Omnichannel is Now Key to Customer Support
May 11th, 2020 | Omnichannel

Some sources claim that the concept of ‘omnichannel’ was coined in 2010. Others even further back in 2003. Whenever and how ever it began, omnichannel has never been more important, and it has now become crucial to successful customer experience (CX).  + Read More

5 Easy (and Effective) Routing Rules for Omnichannel
April 27th, 2020 | Omnichannel

In a truly customer-centric organization, the only real way to deliver cohesive digital support is with an omnichannel approach. True omnichannel platforms give agents visibility + Read More

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CX Inspiration – A Q&A with Nate Brown, Co-Founder of CX Accelerator
April 26th, 2020 | Customer Experience

It wasn’t too long ago that the idea of a CX Specialist would cause many furrowed brows. Fast-forward today, and the concept of + Read More

Top 6 Articles – How to Set up Your Remote Customer Service Team for Success
April 7th, 2020 | Customer Service

Coronavirus has entirely changed the notion of working from home. Almost overnight, millions of people have been asked or ordered to leave the office and work remotely to + Read More

How to Handle a Large Volume of Live Chats
March 23rd, 2020 | Live Chat

Ensuring that your customers can reach you in a click (or two) is crucial to offering great digital customer service and is what makes live chat such a popular customer support + Read More

How Can Small Businesses Weather the COVID-19 Storm?
March 18th, 2020 | Live Chat

COVID-19 has had a wide-spread and hard-hitting impact on everything and everyone. It’s not only our individual health that’s at risk (to be sure, this is the most important consideration); the health + Read More

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4 Ways to Get Rid of Painful CX Silos
February 25th, 2020 | Customer Experience, Omnichannel

Siloed systems are one of the greatest obstacles to a quality customer experience (CX). Your team can spend days crafting the perfect customer journey, but if only some people + Read More

5 Key Customer Profiles Every Company Should Treat Like VIPs
February 19th, 2020 | Live Chat

Your VIPs are your company’s most important customers, as defined by you. Whether you work in a B2B or B2C industry, you can + Read More