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A Quick Guide to Set Up Proactive Live Chat

Proactive live chat is turning out to be a boon for companies who’ve faced customer backlash for not providing instant support and problem resolution. With the ability to reach the customers first before they find out the issue themselves through proactive customer service, businesses have successfully gained benefits such as: Improved customer retention Increased customer...
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A Quick Guide on What is a Chatbot & How it Works

We’ve come way ahead of the time when what is a chatbot was the talk of the town.  It is one of the most effectively used customer service platforms to delight customers while equipping your reps to handle more than usual. Whether it is to get information on order tracking or simply raise a support...
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How to Create & Optimize Customer Support Funnel

We’ve all heard about the sales funnel and how a lead converts into a customer. But there’s another funnel that can help businesses achieve their goals – the customer support funnel. A well-defined customer support funnel strategy is different from the original sales funnel that we all know of so far. Rather than tracking the...
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How to Use Social Media for Delightful Customer Service

Using social media for customer service is a growing trend in all industries as it offers an unprecedented way to connect with your customers, get involved in conversations, and provide efficient and effective customer support. Customers love being able to reach out to brands on the platforms they’re already using. The convenience of not having...
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How to Ask for Customer Testimonials and Make the Most Out of Them

If you search the web, you’ll find valuable studies and statistics on customer satisfaction. Those can help you shed light on your own customers’ behavior and understand some of their needs or struggles. But what the studies don’t teach you is how to reach out to your customers and build a friendly relationship with them....
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8 Types of Customer Complaints and How to Resolve Them

“Your people keep directing me from one person to another.” “I bought your product but it doesn’t deliver what it promised.” “I haven’t heard a darn thing!” If you’ve heard such customer concerns lately, then it means they’ve been through a bad customer service experience with your brand. It’s not like you wanted this, but...
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How to Boost Customer Engagement Using Live Chat

Did you know that 42% of consumers say that they prefer live chat functions because they don’t have to wait on hold? It’s not a surprise anymore that live chat has been established as the upcoming customer support tool in the market. It’s even becoming a popular sales tool among both B2C (74%) and B2B...
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What is the Buyer’s Journey & How to Write for Every Stage

What would you prefer – being greeted like an honored guest while entering a store or just another visitor that needs to be convinced to make a purchase? Honestly, it can get annoying when you come across pushy sales representatives during your buyer’s journey who treat you like a sales target that needs to be...
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The Ultimate Customer Segmentation Guide

Are your customers young and rustic or toolbelt traditionalists? Feeling lost as to why we are referring customers with such nicknames? Well, market research firms such as Claritas use these to divide customers into different segments. And why not, it helps you understand your customers even better. Once you know how your customers are and...
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How to Use Live Chat in Your Contact Center

In the 70s and 80s, call centers were treated as a sales tool by large enterprises where agents would call up the consumer to sell a product. Later on, their toll-free number ‘800’ enabled consumers to get in touch with a business and ask questions related to one of the marketing campaigns they came across....
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