Blog

There is a lot of curiosity surrounding the latest technological advancements, and Artificial Intelligence (AI) and Customer Relationship Management (CRM) are no different. + Read More about how ai and crm are changing the future & face of customer service

If you want to offer good customer service, live chat is no longer a ‘nice to have’. Customers expect instant responses to their problems, and + Read More about why businesses are choosing white label live chat

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 about soc 2 type ii compliant live chat software: what you need to know

Access to information is key to the success of any customer service team, whatever channel you use. But for this success to happen, this information can’t + Read More about 4 easy steps for building an internal knowledge base

Cutting wait time, reducing operational costs, and improving conversions are just some of the chatbot superpowers that companies are benefitting from.  If you’re here because you’re trying + Read More about 6 top chatbot examples: ai customer service bots in action

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 about best practices for effective email customer support

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 about resolving customer service complaints – how to reduce repetition & agent handoffs

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 about “next!” top 5 tips to reduce customer service wait time

Mobile Marketer research found out that nearly 40% of millennials interact with chatbots regularly. As one would expect, an increasing number of business + Read More about guest blog – how social media chatbots can help businesses target and generate leads

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 about guest blog – 8 things customer service teams should avoid during sensitive times

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 about when the cloud won’t cut it: deploying self-hosted live chat software

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 about why agents need chatbots – and chatbots need agents

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 about why your live chat solution needs audio and video

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 about top 5 kpis every live chat manager needs to track

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 about omnichannel vs multichannel customer support – how they differ and why it matters

Customers are the lifeblood of your business, so it makes sense that they should also be the motivating factor behind any major business + Read More about top types of customer communication channels

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 about omnichannel customer support – a shopping checklist

Some sources claim that the concept of ‘omnichannel’ was coined in 2010. Others even further back in 2003. Whenever and however it began, omnichannel has never been more important, and it has now become crucial to successful customer experience (CX).  + Read More about 4 reasons why omnichannel is now key to customer support