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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

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 about a checklist for successful wfh live chat teams

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 about 5 easy (and effective) routing rules for omnichannel

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 about cx inspiration – a q&a with nate brown, co-founder of cx accelerator

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 about top 6 articles – how to set up your remote customer service team for success

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 about what is omnichannel customer engagement?

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 about how to handle a large volume of live chats