Comm100

MAY 16, 2023

According to Check Point’s 2023 report , education and research continues to be the most targeted sector for cyberattacks, so choosing a secure live chat software is essential. In this article, we’ll go over the common security threats in higher education and ways live chat security can be improved.

Chatbots 190

Chatbots Software Financial Tools 190

Comm100

MAY 19, 2020

If you’re reading this blog post, you probably already know that live chat is a platform that allows you to chat directly with your website visitors. You may also be aware that while live chat and instant messenger applications (i.e. Recommended for you : The Top 10 Live Chat Software Vendors Reviewed. Proactive outreach.

Competitive Advantage 279

Competitive Advantage eBook Report Loyalty 279

Comm100

SEPTEMBER 28, 2022

Read on to learn which live chat KPIs will be most useful to the development of your customer service team so you can optimize your live chat experience. Live Chat Benchmark Report 2022. Download our annual Live Chat Benchmark Report for free access to the latest live chat data alongside best practices and optimization.

Measurement 227

Measurement Average Handle Time Wait Times How To 227

InMoment XI

JANUARY 16, 2024

Contact center AI employs NLP to analyze and comprehend the meaning of customer inquiries, regardless of the channel used (voice, chat, email). Multichannel Support Consider AI software that supports various communication channels, including voice, chat, email, and social media.

Contact Center 260

Contact Center Virtual Agent e-support Chatbots 260

Comm100

OCTOBER 25, 2021

In this blog, we’ll look at the unique challenges that schools face in engaging with international students, and how digital transformation has opened a way forward for them with digital communication channels like live chat. Live Chat Features for International Students. Auto Chat Translation. Audio and Video Chat.

Engagement 130

Engagement Tips eBook Chatbots 130

Team Support

APRIL 17, 2024

When looking at customer support solutions, it's essential to identify features that not only address current needs but are also scalable for future growth and challenges. The ability to categorize, prioritize, and escalate tickets as necessary transforms customer support from reactive to proactive.

Analytics 52

Analytics Customer Satisfaction System Software 52

Comm100

MAY 8, 2021

Note: This blog post was originally published in October 2020 but has since been updated to include the latest research, up-to-date features, and pricing. Live chat has become the most popular digital customer service channel, offering real-time support that is both efficient and personalized.

Comparison 207

Comparison Software CRM Knowledge Base 207

InMoment XI

FEBRUARY 9, 2024

When automotive brands can anticipate customers’ future needs, they’re better positioned to proactively address those needs. In addition, chatbots can deliver personalized recommendations to car shoppers based on existing customer data and any additional data that’s collected during the chat.

Automotive 260

Automotive Customer Journeys Chatbots Ecommerce 260

ShepHyken

SEPTEMBER 14, 2018

This week we feature an article by David Olson who shares tips on how to use live chat software correctly. – Shep Hyken. One of the most promising methods for improving your conversion rates is through live chat software. One of the most promising methods for improving your conversion rates is through live chat software.

Analytics 274

Analytics e-support Software Sales 274

InMoment XI

NOVEMBER 15, 2023

For instance, imagine an e-commerce company that recently implemented a new online chat support feature. By utilizing CSAT surveys after each chat interaction, the company can swiftly assess how satisfied customers are with this specific support channel.

Analytics 324

Analytics Customer Experience e-support Net Promoter Score 324

Comm100

MAY 6, 2021

WordPress is so popular because it is easy to use and install, is feature-rich, has strong security, and offers extensive templates and customizations. All of these benefits are exactly what you should look for in the best free WordPress live chat plugins too: Free Ease of installation and use Features Security Customizability.

Chatbots 130

Chatbots Multi-Channel Knowledge Base Social Media 130

Comm100

JUNE 27, 2021

This real-time support channel is live chat, and it can significantly reduce cart abandonment and increase sales when used well. 44% of online shoppers say that having questions answered through live chat during a purchase is one of the most important features an ecommerce site can offer. ”. Consideration . Purchase .

Ecommerce 130

Ecommerce Customer Journeys How To Video 130

Kayako

SEPTEMBER 28, 2018

In the customer service and support world, it’s no secret that live chat is changing the game. From driving sales to boosting customer experience and growing retention, live chat has arrived as a fundamentally new way to interact with and support customers. Read on to learn about what you should look for in a live chat solution.

Software 169

Software Ecommerce How To Social Media 169

Comm100

JULY 29, 2020

If you’re reading this, you likely have either just implemented live chat on your website or are thinking about it. If you’re the latter, let us help you make your decision – 75% of people prefer live chat over any other channel and it leads to a 40% increase in conversion rate. Free Live Chat. Get Live Chat Free.

Average Handle Time 130

Average Handle Time Video Exceptional Customer Service Software 130

Kustomer

JANUARY 7, 2024

And we give them a lot of credit — over the years, Intercom has evolved into an innovative customer service software with all the bells and whistles, offering best in class tools like real-time chat support, proactive messaging, guided product tours, resolution bot, omnichannel support and tons of integrations.

Omni-Channel 97

Omni-Channel Self Service e-support Knowledge Base 97

Kayako

JULY 31, 2019

The past few years have seen live chat completely change the way online businesses carry out marketing and sales. With live chat customers can now get in touch and receive a response almost instantaneously. . With live chat customers can now get in touch and receive a response almost instantaneously. .

Sales 161

Sales Marketing Net Promoter Score Consumers 161

Team Support

APRIL 10, 2024

By integrating ticket management, live chat, advanced customer analytics, and customer success software, TeamSupport creates a seamless ecosystem for client support and success teams to flourish. These features, working in synergy, ensure that every client interaction is a step towards building stronger, more meaningful relationships.

Competitive Advantage 52

Competitive Advantage Analytics Software Culture 52

Team Support

NOVEMBER 6, 2023

To achieve that level of responsiveness, your business needs live chat—providing a way for customers to interact with you at any time, day or night. But not all messaging and live chat software is created equal. From small startups to larger entities like Salesforce and Zendesk , companies have many options for live chat software.

Knowledge Base 59

Knowledge Base Software Touchpoint CRM 59

SurveySensum

MARCH 8, 2024

Businesses have increasingly turned to chat support as a pivotal tool to engage with customers. Chat support offers real-time assistance, helping your company address customer queries, resolve issues promptly, and ultimately enhance customer satisfaction. The global market for live chat software was worth $755.23 and reach $1.7

Customer Satisfaction 52

Customer Satisfaction Knowledge Base Customers Social Media 52

NobelBiz

APRIL 2, 2024

In this comprehensive article, we’ll explore the world of Enterprise Contact Center Solutions, learning about key features, top providers, types, on boarding processes and more. They serve as centralized hubs for managing multichannel interactions, voice calls, emails, chats, social media, and more.

Contact Center 106

Contact Center Self Service Omni-Channel CRM 106

Help Scout

MAY 18, 2021

Though phone support may be what many think of for live support, there’s another option: live chat. Not only can live chat offer the same immediacy, it’s also less resource-intensive — and it’s the preferred support channel for many. How does live chat work? There are benefits and disadvantages for both.

Tools 115

Tools Self Service Multi-Channel Chatbots 115

ShepHyken

AUGUST 24, 2021

It typically happens when a customer reaches out (via phone, chat, email, or other channels) because they have a problem, and the customer service department helps them resolve their concerns. – Customer success can be proactive. – Delivering proactive customer service is profitable. It is a philosophy.

Customer Success 136

Customer Success Customer Retention Trends Customer Service 136

Team Support

DECEMBER 20, 2023

Whether it's email, live chat, telephone support, or online forms, providing consistent and integrated support across these channels is crucial. Provide Proactive Support Anticipating customer needs before they arise is a game-changer in the world of customer support. Bottom line: Know your customer better than they know themselves.

Omni-Channel 108

Omni-Channel Social Media Training Feedback 108

Team Support

NOVEMBER 6, 2023

To achieve that level of responsiveness, your business needs live chat—providing a way for customers to interact with you at any time, day or night. But not all messaging and live chat software is created equal. From small startups to larger entities like Salesforce and Zendesk , companies have many options for live chat software.

Knowledge Base 52

Knowledge Base Software Touchpoint CRM 52

NICE inContact

OCTOBER 21, 2019

When Vera Bradley introduced web chat in 2011, customers embraced it wholeheartedly. But as chat volume continued to increase, the company took its eye off some important KPIs. The post Advanced Chat for CXone: Vera Bradley’s Journey to Excellence appeared first on NICE inContact Blog.

Abandon Rate 120

Abandon Rate Contact Center Omni-Channel Trends 120

Comm100

NOVEMBER 25, 2020

Live chat has become one of the most popular customer service channels, so it comes as no surprise that there are many vendors to choose from. For most live chat buyers, set up and integration with your website should be an important part of the decision-making process. Once you have done this, a chat button will appear on your site.

How To 130

How To eBook Software Knowledge Base 130

Lithium

APRIL 2, 2024

If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access. This change may impact the functionality of some features on our platform. At Khoros, we have proactively taken steps to minimize the impact of these deprecated APIs on our platform and ensure the integrity of your data.

Roadmap 52

Roadmap Metrics CRM Resources 52

Comm100

APRIL 15, 2021

Unless you live under a rock, you’ll have heard of, and likely used, online chat on a website. While phone was once the dominant customer service channel, live chat is quickly taking its place. If you’re reading this blog, you’re probably still wondering if online chat on your website is right for you.

Multi-Channel 131

Multi-Channel Customer Satisfaction Sales Wait Times 131

Team Support

JULY 31, 2023

All of this data can be collected via website live chat , email, phone, forums, social media, etc. Tracking data using an integrated ticketing and live chat software system will help you move past the competition, drive profit, and ensure that you remain relevant in a world of fast changing technology.

Data 97

Data Social Media Metrics Software 97

Comm100

FEBRUARY 24, 2022

Digital channels and technology have transformed how customers receive support, and live chat has emerged as one of the most popular communication channels of all. So, how does live chat fare in higher education? . Given that Gen Z spend as much as 74% of their free time online , higher education live chat is a no-brainer.

Chatbots 177

Chatbots Knowledge Base Wait Times Survey 177

Kustomer

NOVEMBER 18, 2021

Introducing New Features for Conversational Assistant. We’re excited to share the new features we’ve built to to help you leverage Conversational Assistant, Kustomer’s CRM-powered chatbots, to maximize efficiency and automation: A new Standard Report for Conversational Assistant. Assistant Rules & Proactive Chat.

Chatbots 98

Chatbots Self Service Report Wait Times 98

Kustomer

NOVEMBER 3, 2022

But in the world of customer service, timing is everything and proactive support can help. To meet this expectation, companies have to be forward-thinking about their customers’ wants and needs to get ahead of the curve — they need to be providing proactive customer support. What Is Proactive Support?

Self Service 98

Self Service Effort Score Omni-Channel Chatbots 98

Magellan Solutions

DECEMBER 5, 2023

Take “live chat,” for example, which is precisely what it sounds like: a real-time chat on your website. But here’s the cool part: live chat is more than a technological advancement. Boost Revenue One of the significance of employing live chat in an e-commerce platform is that it can increase sales significantly.

Interaction 52

Interaction e-support Chatbots Competitive Advantage 52

Kustomer

FEBRUARY 6, 2024

You’ve gotta evaluate the features, pros, and cons of each solution—along with feedback from real customers. Typically, these tools handle lower ticket volumes and offer fewer features, focusing on essential functionalities like ticket tracking, basic reporting, and customer communication tools.

Software 98

Software Self Service Omni-Channel Knowledge Base 98

Magellan Solutions

APRIL 4, 2024

Meet the future of customer service: live chat agents! Well, that’s precisely the potential of implementing live chat on your website. Did you know that 60% of customers are more likely to return to a live chat support website? Live chat agents are like genies in a bottle for customer service.

Wait Times 52

Wait Times Guidelines Exceptional Customer Service Competitive Advantage 52

Comm100

OCTOBER 9, 2022

Live chat, social media, and SMS have all become popular customer service channels, and organizations need to keep up or be left behind. Navigation history of your site could allow an agent to understand what a customer is looking for and even send a proactive chat to help guide them.

Omni-Channel 208

Omni-Channel Customer Service Social Media e-support 208

NICE inContact

AUGUST 2, 2019

1) Live Chat. A few years ago, live chat was a nice novelty to have on your website. Now, live chat is a necessity. Live chat makes all that possible — and more. With live chat, you can increase efficiencies by closing cases faster and reducing the average cost per case. What’s not to love? What’s not to love?

Technology 229

Technology Customer Service Omni-Channel Self Service 229