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Chatbot vs. Live Chat: Which is Better for your Customer Service?
July 20th, 2021 | Chatbot, Live Chat

Customer service has long been a slow-moving piece of the broader business landscape, and it’s not hard to see why: business owners are + Read More

6 Customer Service Skills for a Positive Customer Experience
June 30th, 2021 | Customer Service

Customer service is often cited as the most important factor in customer satisfaction. It’s why we’re here to talk about how your customer service team + Read More

How to Use Live Chat to Support the eCommerce Customer Journey
June 27th, 2021 | Live Chat

Imagine a customer is at the checkout of your eCommerce store. They have a pair of shorts in the basket, and they’re right on + Read More

Transforming Customer Service in a Student’s World – a Q&A with Dawson College
June 22nd, 2021 | Live Chat

The world of higher education is a unique and challenging space. Competition is incredibly tough, and it shows no sign of getting any + Read More

Top 4 Goals with Solutions for Better Customer Service via Facebook
June 18th, 2021 | Customer Service

There are over 2.8 billion monthly active users on Facebook, and counting. Chances are high that some of these users are your customers, and whether you’re aware of it + Read More

Task Bot: Simple but Effective 24/7 Automated Support
June 8th, 2021 | Chatbot, News & Updates

24/7 support is becoming commonplace among well-resourced teams. Automation is too, passing off routine and repetitive tasks to technology like chatbots so agents have more time to spend on complex or high-value tasks, + Read More

Live Chat KPIs are Essential – But How Can You Get Agents Onboard?
May 31st, 2021 | Live Chat

While tracking and measuring live chat KPIs is essential, it’s not always so easy to get your agents to understand why this matters and to get them + Read More

Top 4 Tips to Train Customer Service Agents Remotely
May 19th, 2021 | Customer Service

If you’ve been forced to transition your whole customer service team into remote workers, you’re not alone. Organizations across the world have struggled with + Read More

The Best Customer Experience Needs the Best Agent Experience – Expert Commentary
May 13th, 2021 | Customer Experience

Ten years ago, it wouldn’t have been uncommon to see people switch off merely at the sound of ‘customer experience’ in conversation. Once + Read More

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Top 4 Tips to Nail Social Media Customer Service
April 29th, 2021 | Customer Service

Social media and customer service have become an integral partner in customer support as social platforms have grown to become a part of + Read More

How to Measure the Success of your Live Chat Customer Support Team
April 28th, 2021 | Live Chat

As easy as it is to support customers with live chat, live chat customer support operations should never be run blindly. Knowing how your + Read More

Why are Top Brands Embracing AI Chatbots?
April 22nd, 2021 | Chatbot

By 2022, CNBC predicts that 75-90% of customer queries will be handled by a chatbot. From Starbucks to Duolingo and in almost every industry in between, top brands are turning + Read More

4 Simple Reasons Why You Need Online Chat on Your Website
April 15th, 2021 | Live Chat

Unless you live under a rock, you’ll have heard of, and likely used, online chat on a website. It’s used across every industry all over the world. While + Read More

Live Chat Benchmark Data & Best Practices for Financial Services & Banking
April 9th, 2021 | Live Chat

Today’s customer service expectations cross over industries. If a consumer has a positive experience in one industry, they’ll expect it in another. Because of this, today’s clients are likely to judge the customer + Read More

2021 is the Year of Omnichannel Customer Engagement – Here’s Why
March 30th, 2021 | Omnichannel

Very few people have avoided the consequences of Covid-19 in their workplace. The pandemic has driven more people than ever to work from home, while forcing millions + Read More

Support Ticket Systems: What is Ticketing and Why Customer Service Suffers Without It
March 30th, 2021 | Customer Service

When it comes to customer service, everybody appreciates a first time, single contact resolution – the customer asks their question, and they get their answer + Read More

How Can Educational Institutions Elevate their Customer Service?
March 11th, 2021 | Customer Service

If you work in post-secondary education, you’ll know just how competitive an industry it is. Institutions compete with one another to win national and international students and + Read More

Live Chat Benchmark Data 2021
March 4th, 2021 | Live Chat

Almost every industry has been impacted by the pandemic in 2020, but nowhere has this been more noticeable than in customer service teams. From customer panic to remote working relocation, 2020 shook up live chat teams across the + Read More

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5 Ways to Improve Customer Service in Healthcare
February 25th, 2021 | Customer Service

If there’s one thing the COVID-19 pandemic has left us with, it’s an increased awareness of the importance of remote accessibility. Remote accessibility + Read More