In order to improve the customer service experience, the efficiency of your staff and the sustainability of your department, you need to understand + Read More

Having a business website is like shouting through a bullhorn on Times Square. It is difficult to attract people’s attention through all of + Read More

By now, you probably already know that live chat can help increase conversions by gently nudging your website visitors forward through the sales + Read More

Once you’ve installed a live chat application on your website, you may think you’re ready to start accepting chat requests right away. Well, + Read More

So, you’ve made the decision to install live chat software on your website. Great, you won’t regret it. After all, live chat software + Read More

The free template details the questions to ask and the feature requirements to include in a comprehensive live chat software RFP (Request for + Read More

In the customer service industry, canned messages are pre-defined answers to frequently asked questions from customers. Many companies see canned messages as a + Read More

In my last post about live chat etiquette, I have given some common practices in business communication for your reference. While some practices + Read More

People fall in love with a brand mostly because of the friendliness of customer service representatives. You would benefit a lot from happy + Read More

The advent of social media has had a huge impact on the customer service industry. Not only can people go directly to companies + Read More

Thank you pages – pages that are displayed following the completion of a sale – are generally last on the list of content + Read More

This is the final article in a five-part series on structuring your website for conversion. Part 1: The Art and Science of Product Grouping + Read More

This is the third article in a five part series on structuring your website for conversion. Part 1: The Art and Science of + Read More

This is the fourth article in a five-part series on structuring your website for conversion. Part 1: The Art and Science of Product Grouping + Read More

This is the second article in a five part series on structuring your website for conversion. Part 1: The Art and Science of + Read More

Welcome to this five-part series of articles on structuring your website for conversion. Site visitors that understand your message and can quickly locate + Read More

This is the final segment in a five-part series of articles on creating a live chat strategy.  Part 1: Why Live Chat? Developing Strategies & Goals + Read More

This is the fourth article in a five-part series on creating a live chat strategy. Part 1: Why Live Chat? Developing Strategies & Goals + Read More