Comm100

MARCH 14, 2022

For government organizations, this means reliance on the traditional channels of phone and email is no longer enough – live chat for government is essential. In this blog, we’ll look at the top five reasons why live chat for government is critical in 2022. Live chat for government helps to alleviate these concerns.

Government 203

Government Wait Times Video Guidelines 203

Comm100

DECEMBER 8, 2020

They are AI-trained to understand variation and can provide answers to more intricate questions. Free Live Chat Software for Unlimited Agents. Free Live Chat Software for Unlimited Agents. Live chat, email, messaging, social, ticketing & knowledge base – all in one, for free! Get Comm100 Free.

Chatbots 133

Chatbots Customer Satisfaction Customer Service Representative Social Media 133

Comm100

AUGUST 10, 2022

In this blog, we’ll look at the top 5 benefits of chatbots in customer service with case studies and data to back it up. With a chatbot handling the basic requests, Canadian Blood Services saw that chat lengths increased as human agents could devote more of their attention to complex questions that needed more care and attention.

Chatbots 206

Chatbots Customer Service ROI Case Study 206

Comm100

SEPTEMBER 25, 2021

Live chat is a feature seen on almost every website, and in every field – anything from retail to more complex software. Companies with live chat are able to offer a seamless customer experience on their website. In fact, 79% of consumers prefer live chat to other options. What is white label live chat?

Software 188

Software e-support Healthcare Sales 188

Comm100

JANUARY 21, 2021

There are many digital customer service tools for small businesses to choose from, but there’s only one that stands out with real-time, accessible, and cost-effective support – and that’s live chat. How many channels offer as many benefits as live chat does for both the customer and business? What is live chat? .

Video 246

Video Social Media Software Knowledge Base 246

Comm100

MARCH 9, 2022

In this blog, we’ll take a look at the top strategies that credit unions can employ to improve member experience. Speed up support with live chat. Live chat should be at the center of every credit union’s member experience strategy because it delivers on the key want of its members – fast support.

Strategy 177

Strategy Omni-Channel e-support Financial 177

ShepHyken

JUNE 7, 2019

This week we feature an article by Molly Moore about why phone calls and online chat can make the difference between customer-centric brands and everybody else. And we’re not only talking about phone calls; the same holds true for online chat. We live in an era of ubiquitous convenience and instant gratification. Think again.

Connections 119

Connections Customer Centricity Consumers Culture 119

Comm100

FEBRUARY 12, 2023

In this blog, we’ve taken 5 of the top use cases for universities using chatbots from our SlideShare, Top 10 Use Cases for Chatbots in Higher Education. Introducing a university chatbot is an ideal way to provide self-service to students in a way they’re comfortable accessing it – using a familiar chat interface.

Chatbots 173

Chatbots Self Service Resources Social Media 173

Comm100

AUGUST 8, 2022

As consumers have adapted to digital technologies for communication in their personal lives, their preference for digital communication channels has crept into the customer service space. For many organizations, the leap to digital support means introducing live chat for customer service – now the most popular channel to connect with brands.

Chatbots 194

Chatbots Customer Service Knowledge Base Social Media 194

Comm100

JULY 20, 2021

That is why both chatbots and live chats have been on a steep incline of adoption by online businesses since they both offer unique benefits that email and phone support don’t. On the other hand, live chat represents human warmth, understanding, expertise, and the ability to connect. What is live chat?

Chatbots 143

Chatbots Customer Service e-support Customers 143

ShepHyken

NOVEMBER 23, 2018

chat is faster than email), training (a knowledgeable employee can respond without research or escalation), and empowerment (an empowered employee can bend the rules to quickly resolve corner case issues). He and his team share tips about customer service and communication on the Userlike Blog. Accuracy is a baseline.

Self Service 106

Self Service Effort Score Guidelines Tips 106

Comm100

DECEMBER 13, 2021

In our digital-first world, live chat serves as the perfect solution to achieve this. In this blog, we’ll look at the four top reasons why credit unions need to offer live chat services in 2022, from improving member experience to gaining member insights. Live chat improves member experience .

Banking 130

Banking Financial e-support Wait Times 130

Comm100

NOVEMBER 10, 2021

In this blog we’ll walk you through the four key steps you need to consider for a highly effective customer service chatbot. Live chat on your site is the most common channel to implement a chatbot, and done well can be extremely effective. Step 4 – Do you have the resources to train your chatbot?

Chatbots 192

Chatbots Customer Service Social Media CRM 192

GetFeedback

AUGUST 15, 2018

Moreover, nearly 75% of customers admit they’re satisfied with their live chat experiences, compared to: 61% customer satisfaction rate for email engagement. So, what makes live chat so effective? Live chat skips the web form and lets customers talk to a human in real time. 5 tips on acing live chat.

Omni-Channel 150

Omni-Channel Effort Score Customer Satisfaction Measurement 150

Kustomer

JUNE 5, 2023

A simple tool your business can begin using quickly and easily to help combat this issue and gain a competitive edge is live chat. In this blog, we define live chat customer service, detail why customers love this CS tool, and dive into the many benefits of live chat.

Customer Experience 98

Customer Experience Competitive Advantage Chatbots CRM 98

Comm100

JANUARY 10, 2021

It may sound contradictory, but shopping for free live chat is both easy and difficult. It’s easy because there are many free live chat solutions to choose from – a testament to the fact that live chat is the most popular emerging customer service channel. Number of chats. Let’s dig in. Data storage.

Knowledge Base 130

Knowledge Base Software Survey Tools 130

GetFeedback

JANUARY 14, 2019

This material includes (but isn’t limited to) articles in your knowledge base, guidelines for team members, customer surveys , training resources, onboarding emails, and much more. Many customer support teams are introducing live chat as a new channel for customer support. Get the 10 step guide for Live Chat Support.

Customer Service 207

Customer Service How To Knowledge Base Guidelines 207

ShepHyken

JULY 21, 2017

This week we feature an article by Jason Grills about how to use live chat agents properly in order to delight your customers. I believe that as a quick first line of support, live chat is a great alternative. The implementation of live chat software is an easy task to achieve. – Shep Hyken.

How To 92

How To Software Knowledge Base Tools 92

InMoment XI

MARCH 27, 2024

This is a valuable source of insight into how your company can deliver experiences that reflect the lives of their customers. You can even provide educational resources such as blog posts, videos, or workshops to help customers understand basic car maintenance and make informed decisions about their vehicles.

Automotive 260

Automotive Management Social Media Feedback 260

Kayako

NOVEMBER 1, 2017

I tried to figure out why, but eventually I needed to chat with the service team of a certain notorious cable company. I thought live chat would be the easiest way to get information on the extra charges. What’s the live chat etiquette you show your customers? Why’s live chat service experience important?

Chatbots 213

Chatbots Social Media Competitive Advantage Consumers 213

Customer Bliss

AUGUST 18, 2020

Tech-savvy support reps also hold an edge over others as they relatively require less training and can quickly adapt to new softwares and tools. Look out for candidates who have prior experience in using a wide range of tech – email support, live chat, call centre experience, for instance. Read this blog post ».

Customer Service 252

Customer Service Case Study Customers Interaction 252

GetFeedback

FEBRUARY 15, 2019

A resolution system may also be a good customer support tool which they can access when needed, such as live chat platforms, dedicated social media support, and traditional feedback forms. Focus on team training and development. In her free time, you’ll find her writing for her blog. Include your employees in the process.

Strategy 322

Strategy Customer Experience Net Promoter Score Social Media 322

ShepHyken

NOVEMBER 23, 2018

chat is faster than email), training (a knowledgeable employee can respond without research or escalation), and empowerment (an empowered employee can bend the rules to quickly resolve corner case issues). He and his team share tips about customer service and communication on the Userlike Blog. Accuracy is a baseline.

Self Service 67

Self Service Effort Score Guidelines Tips 67

Comm100

APRIL 27, 2020

For contact centers with hundreds or even thousands of employees, equipping every agent to handle queries from all channels might not be the best way to implement an omnichannel approach; it commands a broader agent skillset and more training to handle every channel’s unique requirements.

Omni-Channel 147

Omni-Channel eBook Automotive CRM 147

ShepHyken

DECEMBER 6, 2019

Live chat and co-browsing are two such solutions when used in combination can enable good and well-trained support agents to deliver the fast and personal support customers are looking for. When a customer opens up a chat, he expects immediate help. See it for yourself. They lack context. Show, don’t tell. “Do

How To 71

How To Customer Expectations Video Customers 71

Team Support

JANUARY 22, 2024

In this blog, we will delve into the intricacies of automation, exploring its benefits, applications, and the core components that drive effective customer service automation. For instance, when a chat comes in and isn't resolved immediately, a ticket can be created and assigned automatically. What is Automation?

Customer Service 59

Customer Service Knowledge Base Exceptional Customer Service B2B 59

ShepHyken

DECEMBER 28, 2018

For instance, there’s more takeout food and alcohol consumption, and instead of attending live events or lectures, millennials turn to the internet. And again, any time a member of this group can “chat” with a peer about a situation, they will. Live messaging is where it’s at. Then there’s the whole Veruca Salt syndrome.

Self Service 98

Self Service Customer Service Fashion Groups 98

Kustomer

SEPTEMBER 4, 2023

Truly successful contact center agents require more guidance than just initial onboarding and training. If managers can learn how to train well from the beginning and eventually shift to customer service coaching, then anxiously micromanaging employees can become a failed tactic of the past.

Customer Service 98

Customer Service Training Exercises Feedback 98

GetFeedback

APRIL 17, 2019

If you support only one or two channels (say, phone and email), you can use Live Chat to start working with customers through a chat on your website. Let’s face it: however careful you train your service reps, there’s always a chance to get to an agent who just spoke to a very angry client or simply got tired.

Self Service 255

Self Service Customer Service Multi-Channel CRM 255

Comm100

NOVEMBER 8, 2018

In this blog post, we’ll break down top types of customer communication channels, and explain some of the use cases for each that will answer these questions. Live chat is an application hosted on your website that allows visitors to connect with live representatives on demand, getting answers to their queries instantly.

Communication 127

Communication Social Media Knowledge Base Chatbots 127

ShepHyken

JANUARY 5, 2018

Not enough training: Good customer service starts with the employees. If your staff is not knowledgeable about the product or are not properly trained on how to speak to it the right way, it creates customer frustration and you lose credibility as a provider of the product. Another aspect of training is understanding human emotions.

Customer Service 80

Customer Service Poor Customer Service Multi-Channel Study 80

ProProfs Chat

DECEMBER 16, 2020

To make instant help possible, you’ll need live chat software to manage support during the holidays on your website besides offering phone and email platforms. But simply adding live chat to your website won’t be enough. How Can Live Chat Help During the Holidays? Let’s get started.

Management 98

Management How To Chatbots Tips 98

NICE inContact

AUGUST 21, 2019

But to consider just one digital channel, live chat, as compared to traditional customer service: Live chat resolutions cost on average 71% less than voice Companies using live chat can increase sales conversions between 10% and 25%.

Customer Service 136

Customer Service Call Center ROI Omni-Channel 136

NICE inContact

AUGUST 21, 2019

But to consider just one digital channel, live chat, as compared to traditional customer service: Live chat resolutions cost on average 71% less than voice Companies using live chat can increase sales conversions between 10% and 25%.

Customer Service 136

Customer Service Call Center ROI Omni-Channel 136

ShepHyken

NOVEMBER 9, 2018

Virtual web assistants are an excellent solution for companies in need of a more personalized approach to their customer engagement strategy and can be trained to manage the customer experience entirely. At the fundamental level, most organizations maintain a corporate blog and regularly contribute to its development.

Company 95

Company CRM e-support Resources 95

Comm100

OCTOBER 25, 2017

We brought together three of our top writers and our blog editor to explain how these viewpoints are missing the mark – and how you can turn these interpretations around. Free Download] How to Deal with Difficult Customers over Live Chat. CX Training Expert and Blog Editor. And you need more.

Customers 312

Customers Customer Service Ecommerce eBook 312

Comm100

NOVEMBER 5, 2020

Use this blog post to learn how to create an internal knowledge base in just four easy steps. External knowledge bases can be found on a customer-facing web page (such as an FAQ page), or on a customer service platform with an embedded search window (such as live chat). Choose your knowledge base type. Gather your content.

Knowledge Base 130

Knowledge Base Omni-Channel Software Policies 130