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Support Management
The Benefits and Strategies of Effective Customer Service Training
We've all experienced bad customer service at some point, and we know how frustrating it can be. Whether waiting on hold for hours or being transferred from one department to another, poor customer service can leave a lasting impression and even drive customers away. But... read more
Live Chat Metrics Explained in Human Terms
Don't you hate it when you're trying to figure out your live chat metrics and all you get are a bunch of confusing numbers? Or spending a lot of time every day looking at Google Analytics and trying to find what data you need this time? Setting up proper analytics can be daunting... read more
13 minutes
Jan 18, 2023
Connect with customers
LiveChat is a complete customer service platform that delights your customers and fuels your sales
Support Queue Management Tips
It's Christmas. Your significant other asked you to buy new Christmas tree ornaments and other decorations for the upcoming holidays. So you drive to the shop, pick up some suspiciously-similar items to the ones you bought last year, and now you're standing in line. Someone is... read more
13 minutes
Dec 13, 2022
Ways to Speed up Your Service Without Growing Support Team
As you gain more customers, you may think that you need more people to handle chats, answer phones and cover emails. This would result in your customer support team growing proportionally to your business. It’s not a bad thing, but if you always follow the strategy of hiring... read more
What Is Employee Engagement and Why You Need It in Your Business
Companies and business leaders can look to all kind of KPIs and metrics to decide on the ‘next big thing’ to improve revenue. However, they often forget about one of the most fundamental ones: employee engagement. Employee engagement is the thing that makes people shine when they... read more
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3 Employee Engagement Best Practices You Can Learn From Customers
Your customers’ experience is directly related to your employees’ experience, and with employee engagement levels as low as they are, customer experience is likely to suffer. While low employee engagement is problematic, it’s not exactly surprising. It’s not uncommon for... read more
5 minutes
Oct 27, 2016
The Best Employee Engagement Ideas You Can Use for Your Business
Engagement is something we want to keep, that’s why we work on it all the time. For example in relationships, by doing things we might not like, just to make the other person happy. In business with customers, by sending monthly newsletters and reminding them about payments, to... read more
How to Hire a Perfect Live Chat Agent
Building the perfect customer service team is a challenge. While interviewing potential hires, there is a lot to cover, ranging from technical knowledge to soft skills. Moreover, the recruitment process does not end after the final handshake – it is the beginning of a journey.... read more
What is CQ and why is it essential for successful customer support
The ability to stay cool when situation becomes challenging requires a great degree of personal control. But, what’s most important in today’s customer service environment is not just how well a frontline rep can handle one particular challenging interaction, but how well he can... read more