Comm100

Do Your Live Chat Agents Measure Up? The 9 Best Key Performance Indicators and How To Use Them

Comm100

Looking to improve your customer service? Before you begin making changes to your service delivery and your staffing practices, it’s important to understand how your organization compares against industry.

18 Live Chat Best Practices to Help You Deliver Superior Customer Service

Comm100

Note: This blog post was originally published in January 12th, 2017. Because it is one of our most popular posts, we have updated it to include the latest research, up-to-date statistics and best practices in this topic.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Planning Your Live Chat Experience: How Many Agents Do I Need?

Comm100

After you have defined your live chat objectives , it is time to consider the next step: beginning to implement your live chat software. In order to do this, it is important that you hire live chat agents who are professional and all about ensuring customer satisfaction.

Comm100 Messaging Software – Live Chat, Messenger and Secure Messaging

Comm100

Comm100 is a complete omnichannel platform that lets organizations provide the very best customer service and support with just one piece of software.

How to Run a Successful Voice of the Customer Program

The Voice of the Customer (VoC) is the core foundation of any successful customer experience program. Download this guide from GetFeedback to learn how you can launch a successful Voice of the Customer program that drives return on investment!

Comm100 Data Security – How Comm100 Keeps You and Your Customers Safe

Comm100

The relationship between customers and businesses is built around trust. Unfortunately, many organizations are falling short and an incredible 99% of customers now believe that companies need to improve their trustworthiness.

Data 130

4 Stats that Show How Universities Can Increase Enrollment 

Comm100

Reaching students has never been more challenging. In US postsecondary education, spring enrollment decreased by 7.4% from 2020 to 2022. With student enrollment down, competition for student attention and engagement is heating up.

B2C 182

What is a Chatbot and How Do Customer Service Teams Use Them?

Comm100

Customer service is an always changing landscape. While many aspects of providing excellent customer service have held true over decades, the reality is that customer expectations have grown and shifted with technology.

A Conversation with CX Expert, Shep Hyken – How to Meet Today’s Sky-high CX Expectations

Comm100

Shep Hyken, CX expert and a New York Times best-selling author sat down with Chris Bechtel, Vice President of Global Marketing at Comm100, to discuss the state of customer experience (CX) today.

Guest blog: The Top 3 Chatbot Features your Business Needs to Succeed

Comm100

Integrating chatbots powered by AI into your business is a fantastic way to keep one step ahead of your competitors and provide superior customer service. It also improves the level of interaction between your company and its customers.

How Mature Are Your Digital Experiences? A Step-by-Step Guide to Improved CX

Read about Verint’s Digital Maturity Model, where we share real tactics and strategies to improve CX, based on what has worked for our clients around the world.

Why are Organizations Adopting SMS Customer Support?

Comm100

When listing technologies that have shaped the way people communicate, it’s impossible to exclude SMS, or text messaging. 100% of U.S. adults surveyed between ages 18 and 49 say they own a cellphone.

Guest blog: The Ultimate Guide to Launching and Branding a Successful Customer Experience Program

Comm100

If you want your brand to stand head and shoulders above the competition, developing an unbeatable customer experience is essential. However, consistently achieving customer satisfaction across all aspects of your business is a considerable challenge.

Brands 186

What is Omnichannel Customer Service?

Comm100

Today’s customers now expect to connect with brands from anywhere, anytime, on any device. To keep up and provide this level of customer experience, brands need to give their customers choice and convenience.

How to Increase Student Enrollment in Higher Education for 2023

Comm100

It’s a time of change in higher education. Since the beginning of the pandemic, undergraduate enrollment has dropped by 9.4% across the United States. With a smaller pool of students to draw from, many colleges and universities are struggling to engage with and attract students to their school.

5 Elements for Building a World-Class Agent Coaching Program

Speaker: Francoise Tourniaire - Founder of FT Works and Omid Razavi - Chief Advocacy Officer at SupportLogic

In this presentation, we will discuss the five elements of building a real-time coaching program using AI-infused workflows that will allow managers and agents to continuously engage and drive more constructive dialogue, resulting in reduced agent burnout and increased employee satisfaction and retention.

How to Build a Chatbot in 8 Steps without Coding

Comm100

As organizations look to expand their digital customer engagement offering, chatbots are becoming more and more commonplace. Compared to traditional support, chatbots deliver faster, more available support, all while cutting costs and retaining high customer satisfaction (CSAT).

How To 174

Improving Government CX – The Fundamental Building Blocks for Success

Comm100

There’s no way to sugarcoat this – government customer experience (CX) is miles behind the private sector. When calculating customer satisfaction across major industries in 6 countries, government is the bottom-performing industry in each country.

Why do Universities & Colleges Choose Comm100 Live Chat?

Comm100

Today’s students have sky-high support expectations, but with a reliance on phone and email, many higher education institutions are failing to meet these needs.

Report 173

4 Chatbot Customer Service Use Cases for Every Industry

Comm100

Digital customer engagement is always evolving. Just as live chat was a technological leap over telephone communication and is proving to be the most essential of all channels, chatbots are the latest technological milestone in customer support.

Top Industry Secrets for Successful Contact Center Scripting

Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc

Scripts have been around as long as contact centers. Scripts attempt to set out an ‘ideal’ path to success on the call, whether that's a sale, a resolved inquiry, or a closed case. While some scripting attempts have failed, AI and Agent Assist technologies can help.

How Are Customer Service Teams Using SMS Support?

Comm100

Thirty years after the first text message was sent in 1992, SMS is more popular than ever – but not just in the realm of texting friends and family. SMS messaging has taken off among customer service and support teams too, and the reasons are straightforward.

Why Companies are Switching from Zendesk to Comm100 (and why you should do the same)

Comm100

The importance of customer service is no longer debatable. 90% of Americans use customer service as a factor in deciding whether or not to do business with a company. With the need to offer exceptional customer service, choosing the right technology to deliver this is more crucial than ever.

4 Ideas to Increase Credit Union Membership

Comm100

As financial institutions emerge from the disruption of the pandemic, credit unions find themselves in an interesting position. By all available metrics, this is a period of unprecedented growth for credit unions around the world.

Here’s why the experts think empathy is the key to customer experience

Comm100

Buzzwords come and go in the customer experience world, but while we lose our patience with most, there are some that rightfully stick around. In 2013, Forrester Research landed on one such phrase – the ‘age of the customer’.

How woom bikes Takes an Employee-First Approach to Grow Its Customer Base

Are your employees an untapped source of customer feedback? Watch this on-demand webinar featuring woom bikes to learn how their team improves employee and customer experiences in tandem.

How to Improve the Live Chat Experience in 2022

Comm100

Live chat is now the most popular customer service channel, and it’s not hard to see why. According to Invesp , live chat is by far the most satisfactory way to communicate with a company, with customer satisfaction at 73% for live chat compared to 51% for email, and 44% for phone.

How To 197

How to Accelerate Credit Union Digital Transformation

Comm100

Credit union member expectations are changing and changing fast. While telephone and email were once the go-to support channels, today’s members now expect more. The only way to keep up and meet these expectations is through digital transformation.

How To 169

A Comprehensive Guide to Live Chat Software

Comm100

Customer service expectations have never been higher. Thanks to the development of technology, consumers expect fast, accessible, and accurate support all day, every day. The burden now firmly sits with organizations of all sizes and industries to match these expectations – or lose out on business.

4 Reasons Why Live Chat for Government is Critical in 2022

Comm100

Public customer service expectations are higher than ever before. As the private sector has adopted digital channels and technologies to improve customer experience (CX) and satisfaction, the public sector has begun to fall behind. In the US, the top-performing private sector boasts an 8.3

Winning Solutions to Keep Contact Center Agents Engaged

Speaker: Adam Saad - Founder & CEO, Tech Stack Advising

In order to keep agents both satisfied and engaged, we must develop a plan that both mitigates these concerns with current agents and halts any potential issues that may arise with new hires. These plans must also take into account the different environments and locations your agents may be working in.

2022 is the Year of Digital Customer Experience Excellence – Here’s Why

Comm100

If you found out that your customers would pay more for a better customer experience (CX), would you consider investing in improving this experience? In a recent study, this exact finding was discovered.

Top 4 Customer Experience Trends for Financial Services to Expect in 2022

Comm100

In 2021, evolving customer experience trends shook up the financial services industry. Customers demanded digital services to meet their needs, and as organizations rose to the demand, these high customer expectations led to innovative new services.

A complete guide to improving customer service in government [with best practices & use cases]

Comm100

The gap between customer service in public and private sectors is vast. The top-performing private sector in the US boasts a customer satisfaction score of 8.3 out of 10. In US government, this score languishes at 4.5. The reasons for this gap are complicated and numerous.

How Live Chat Improves the Digital Customer Experience

Comm100

87% of senior business leaders see customer experience as their top growth engine, and yet only one in three feel prepared to address this. Although this level of uncertainty is worrisome, the first step towards improving customer experience (CX) is far simpler than many realize.

Why the Future Success of Retail Lies in Customer Experience

Retail’s post-pandemic future: Are you prepared? Download this article by Harvard Business Review (brought to you by GetFeedback) to find out why the future success of retailers will ultimately depend on creating a cohesive customer experience, both online and in stores.

4 Ways Small Businesses Use Free Chatbots to Drive Sales

Comm100

For many small businesses, the idea of launching a chatbot to handle customer support and sales questions seems out of reach. The cost to run it, the expertise to set it up, and the time to manage it – all this needs a level of resource that they can only dream of.

Sales 210