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Stop Confusing Customer Satisfaction With Loyalty
A customer walks into a donut store, queues up to purchase a cup of coffee, and a glazed donut. The queue shuffles along quickly, the salesperson behind the register performs her duties, smiles, hands...
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3 Steps To Achieving Customer Satisfaction And Loyalty
Isn’t it enough that customers find a product appealing, the service up to scratch and the price reasonable? The answer is no! A customer that says “yes” to all of the above might be satisfied with...
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The Secret To Amazon’s Customer Loyalty Success
Looking at the insane effort customers went through to lay their hands on the new iPhone 6, it’s easy to see why many thought Apple would win the customer loyalty game. However, a study conducted in...
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Why Customer Service Worsens As You Grow
It seems apparent that as a business grows, it has more resources and thus will offer better customer service. However, it’s shocking that big players like Delta Airways, Twitter and AT&T fare...
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Agent Autonomy: Choose The Carrot, Not The Stick
It’s hard to decide between the carrot and the stick when it comes to managing a customer service team.While it may be tempting to take on a authoritarian approach in handling your chat agents,...
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Keep Up With Your Customers—Why Scaling Your Customer Service is Important
A booming business is a sign that you’re on the right track, but it doesn’t automatically mean that you can keep everything status quo. With more customers, requests for help and guidance will...
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The Secrets To Providing Great Support At Scale
We’ve talked about why it’s important to scale your customer support when your business is growing. But how exactly does a company go about implementing changes that will help their customer support...
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4 Ways Live Chat Helps Your Growing Support Team
Imagine a loyal customer encounters a problem when trying to check out. She’s had positive experiences with your customer support team in the past so she decides to call your 24 hour hotline to obtain...
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Real-Time Monitoring – Data At A Glance
The importance of Analytics to your business cannot be understated. But it’s only retrospective. Analytics is great for looking back at what’s been happening over the course of the past few days,...
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Why Customer Service Matters In Government
A government is put into power by the people and is supposed to serve and be the voice of its citizens. Thus, it comes as no surprise that as part of the 2015 federal budget, President Obama made it a...
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Organize Your Conversations With Chat Tags
Customers are central to a business’ success and understanding them makes it easier to address their pain points and keep them happy. That’s why we previously introduced Chat Ratings and Analytics that...
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