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So you want to hire a stellar live chat team. Chances are, you’d love to have the option of picking from a vast + Read More

We’ve all been there: you’re waiting on the phone or in a live chat session, and the representative is fumbling with information. He + Read More

When 67% of consumers turn to social media for customer service support, and 87% of customers indicate that these interactions positively impact their + Read More

Introduction Social media is a modern day holy grail for businesses: should your company achieve a successful social media strategy, the promise is + Read More

One or more of these phrases might be familiar to you; many customer service supervisors use them as an attempt to lower your + Read More

Introduction In 2013, Amy’s Baking Company became famous overnight after premiering on a particularly dramatic episode of Gordon Ramsay’s “Kitchen Nightmares” – a + Read More

Introduction After you have purchased your live chat solution, the next step is to add live chat to your website and start engaging + Read More

Introduction Once you decide to engage in social media customer service, the next step is coming up with an effective strategy for implementing + Read More

Introduction Let’s say you’re online, and searching for a company’s live chat service. You find what appears to be a live chat box + Read More

Once you have interviewed and selected the newest members of your live chat dream team, it’s time to begin integrating them into their + Read More

Your agents are looking good. Your lighting is perfect. Your sound and background check out. Your image is stellar. You have successfully guided + Read More

You’ve considered and perfected your agents’ on-camera appearance… congratulations! They’re looking professional and are ready to tackle a one-on-one video chat without disturbances. + Read More

Customer service isn’t known for being a particularly fashionable industry (not that it couldn’t be – most companies have a handful of agents + Read More

Once a new form of customer service, live chat is increasing quickly and steadily in popularity. Between 2015 and 2016, the total volume + Read More

It’s no secret: There’s a stigma against sales. From the snake oil salesman to the shoddy pyramid scheme, many people think of sales + Read More

Let’s say that live chat is a journey. You are a customer who is trying to get from Point A, an issue or + Read More

Just because you may use the same live chat software as another company does not mean that your businesses should use it in + Read More

Like customers, customer service experts come from a wide range of backgrounds, each with their own unique perspective and take on the industry. + Read More

It doesn’t matter how well you run your enterprise; without a steady—or preferably, growing—influx of leads, you may as well kiss all your + Read More