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60% of consumers decided against conducting a business transaction due to a poor service experience, according to a 2014 report conducted by American + Read More

Live chat agents are supposed to be experts at multi-tasking, but with all of the simultaneous chats and emails, it’s possible that you’re + Read More

A few years back, the internet erupted when the people at Gizmodo got their hands on the copy of the Apple’s Genius Training + Read More

In a world where customer loyalty is on the decline, customer service professionals have to think of new and innovative ways to create + Read More

Even with 244 million unique customers, Jeff Bezos knows better than to see his customers as a series of transactions. But with so + Read More

We’ve collected some new trends for 2017 in the customer service industry. You can take a look and see how these trends can + Read More

What Is a Ticketing Management System? A ticketing management system is software that allows your business to create and manage support tickets. A + Read More

If your business sells goods or services online, then you know that nothing beats having a new customer visit your website and then + Read More

I suppose it’s every business owner’s dream to have customers lined up outside the door or thousands of visitors constantly clicking the “Buy + Read More

Customers will complain and contact your business when they are angry or frustrated. It is important to teach chat agents how to deal with angry + 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

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

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

When one thinks of providing a great customer experience, it’s easy to visualize some of the more common aspects of customer service – + Read More

As the popularity of online shopping continues to grow, customer service departments are switching from traditional email and phone support to online chat + Read More