Blog

You want to provide the best and most accessible service to your customers, so you offer live chat support to provide quick, accurate and personalized answers to their questions.  But even + Read More

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

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.  + Read More

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

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

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

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

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

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

With the rise of every new, digital communication channel, there’s always certain misconceptions or hearsay spread around with it – and I can’t + Read More

According to Customer Contact Week Digital’s latest Disruptive Technology Review, 96% of organizations agree that creating smooth omnichannel experiences is a priority, but + Read More

We all like to look at the positives within customer service – its ability to surprise, delight, and offer real help which makes + Read More

Live chat is a great tool for helping to increase sales, decrease resource and make your customers happier. So once you’ve taken the + Read More

The verdict is in from too many sources to count, and they all say that live chat is the most cost effective way to manage + Read More

Convenience continues to be the consumers’ main motivation for online shopping. At a time when all it takes are a few clicks to + Read More

Customer Contact Week (CCW) Digital’s special reports are a great resource to catch up on the latest technology, best practices, and trends for + Read More

Citizens today expect transparent and responsive services from the public sector. And those expectations are rising. Government agencies are making significant investments in + Read More

Over the last two decades, financial institutions have undergone a complete digital transformation. From e-transfers to contactless credit cards, there’s no denying the + Read More