Velaro

AUGUST 25, 2015

Live chat software can help you improve customer satisfaction, by reducing wait times and personalizing interactions with your customers, for instance. As more customers turn to online shopping, occasionally reviewing and refreshing your online customer support practices is a good idea. First and foremost in delivering online customer service is live chat software.

Tips 113

Tips Abandon Rate e-support Software 113

Velaro

SEPTEMBER 3, 2015

Using an aggregation of live chat reporting stats from organizations using Velaro, we’ve come up with some baseline averages to help you manage your own organization’s performance. Any data and performance consultant will tell you that the best way to gauge your organization’s improvement is to measure against your own historical performance, comparing the present against both recent history and annual/seasonal trends (e.g. monthly/quarterly Year Over Year comparison).

Metrics 100

Metrics Report Ecommerce ROI 100

Velaro

SEPTEMBER 11, 2015

Tagged chat exemplifies efficient, convenient and effective communication via live chat. Live chat is a popular solution for web-based businesses chiefly due to two fundamental benefits: 1) efficiency and 2) revenue-reclamation. It’s fast and convenient for customers to get their questions answered via live chat, and it’s typically more efficient for businesses to field inquiries via live chat than via email or telephone.

Ecommerce 113

Ecommerce Customer Service Meeting Communication 113

Velaro

SEPTEMBER 15, 2015

Well-crafted pre-made messages for live-chat (and leniency to divert from them) can be a major factor in customer satisfaction. The numbers are clear. Customers love live-chat. Live-chat is good for the bottom line. Live chat can save customers a lot of time. Shopping cart abandonment rates decrease when customers are engaged in a live chat conversation.

Abandon Rate 150

Abandon Rate e-support Report Training 150

Velaro

OCTOBER 14, 2015

Millennials expect a human connection in their live chat interactions moreso than other age groups. In case you’ve missed it, North America is being overrun by the millennial generation. Millennials have now surpassed baby boomers in the workforce , with 53.5 million workers as compared to 44.6 million baby boomer workers. It’s not like this happened overnight, although some companies may feel that way.

Social Media 113

Social Media Contact Center Tips Communication 113

Velaro

OCTOBER 30, 2015

Business live chat can never offer maximum ROI if its priorities are not set by the customers’ needs. Last month, Chris Cancialosi shared an example of how what is convenient for your customer service team is not always what’s convenient for your customer. This applies to use of live chat as well – though live chat software may make things easier for you, if the way you use it doesn’t improve the experience of doing business with you for your customer, you may actually be shooting yo

Social Media 113

Social Media Wait Times Fashion Guidelines 113

Velaro

NOVEMBER 12, 2015

Live chat is the fastest means of providing online customer service. E-commerce is now a $1.4 trillion dollar a year business. Yes, that’s “Trillion” with a T. If you have an e-commerce website, or if your website offers services, information on your products, or in any way is set up to provide answers for your customers, the sheer size of customers who prefer to go online should be a key component of your customer service strategy.

Customer Service 133

Customer Service e-support Customer Service Strategies Training 133

Velaro

DECEMBER 17, 2015

Speed and convenience are the de facto virtues of live chat customer service. It goes without saying that you need to be providing some sort of live chat channel on your website to assist customers and other visitors. How can live chat help you provide speedy and convenient customer service? What stats can help you improve? The question then becomes: how can you ensure that you are providing the fastest, most convenient live chat service, without compromising the quality of the customer service

Infographics 113

Infographics Abandon Rate Trends Wait Times 113

Velaro

DECEMBER 22, 2015

This guest blog was written by mplcontact, a UK based contact centre solutions provider. We’ve all been there. Many a moment of business well-being has been tarnished with the news of a complaint being lodged against you by an unsatisfied customer. Sadly, complaints are almost inevitable in any customer service environment, but what sets the best from the rest is the way you respond.

Customer Service 113

Customer Service Resources Customer Experience Company 113

Velaro

JANUARY 27, 2016

Live help is a great type of customer service activity to guide and strengthen your customer experience strategy. In the live help world and elsewhere, a focus on customer experience (CX, or CEX) means shifting the attention from the provision of services to the experience of the customer receiving those services. This is challenging for many organizations, as gathering information about what services your organization is providing is much easier to do than gathering information about what your

Wait Times 100

Wait Times Survey Software Customer Experience 100