Read a letter from our CEO about how we’re responding to COVID-19, and what we can do to help you help your customers.

“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

Guest Blog – How Social Media Chatbots Can Help Businesses Target and Generate Leads
July 20th, 2020 | Chatbot

Guest blog – Nahla Davies is a software developer and tech writer. Before devoting her work full time to technical writing, she managed—among other + Read More

Guest Blog – 8 Things Customer Service Teams Should Avoid During Sensitive Times
June 25th, 2020 | Customer Service

Guest blog – Nahla Davies is a software developer and tech writer. Before devoting her work full time to technical writing, she managed—among + Read More

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When the Cloud Won’t Cut It: Deploying On-Premise Customer Engagement Software
June 24th, 2020 | Live Chat, Omnichannel

When considering any technology investment, security and privacy are non-negotiable. No matter which digital support channels your business offers, keeping your confidential customer + Read More

Why Humans Need Chatbots – and Chatbots Need Humans
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

Why Your Live Chat Solution Needs Audio and Video
June 4th, 2020 | Live Chat

There is an abundance of stats on the internet revealing the popularity of live chat for customer service. It’s accessibility and speed meet today’s customer expectations and digital-first preferences. But while these stats are true, the figures don’t always tell the whole story. Why? Because + Read More

Top 5 KPIs Every Live Chat Manager Needs to Track
May 28th, 2020 | Live Chat

Key performance indicators (KPIs) are measurements that show how effectively a company is achieving its goals. KPIs can be used to measure the + Read More

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Omnichannel vs Multichannel Customer Service – How they Differ and Why it Matters
May 20th, 2020 | Omnichannel

Long gone are the days when customer service teams could offer just one communication channel to their customers. Today’s consumer wants choice. They want to decide whether to drop you an email, talk + 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

A Checklist for Successful WFH Live Chat Teams
April 30th, 2020 | Live Chat

Most live chat teams around the world have found themselves working from home, possibly for the first time ever. And for many, they won’t be returning + Read More

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40+ Phrases to Create Positive Scripting for Customer Service
April 29th, 2020 | Customer Service

Note: This blog post was originally published on Sept. 14, 2015, and as it is one of our most popular posts, we have + 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

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

31 Questions to Help You Craft the Perfect Customer Satisfaction Survey
April 14th, 2020 | Customer Service

Note: This blog post was originally published on Jul. 7, 2016, and as it is one of our most popular posts, we have + 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

What Does ‘Omnichannel Customer Engagement’ Mean?
April 6th, 2020 | Omnichannel

There aren’t many concepts that in the space of ten years have transformed from an unknown theory to an essential strategy that almost no brand can succeed without. We are of course, referring + Read More

How to Apologize to Customers Effectively
April 1st, 2020 | Customer Service

Apologies are important, but often times “I’m sorry” is not enough. Just repeating the phrase over and over again will come off as + Read More