We often talk about Hallmark Holidays, such as Valentine’s Day, Mother’s Day and Father’s Day, and let’s not forget all the random days for celebration in between – Did you know that today is also National Bavarian Cream Pie Day? We won’t get into the history of Black Friday here, but we all know about the hype that it stirs up for retailers, shoppers (and vocal protestors) the day after Thanksgiving.
Whether you’re among the wrestling crowds or you choose to take REI’s well-publicized #OptOutside stance, Black Friday has a lot to teach us about business, life and human nature. (more…)
These days, every strategic decision is a result of how we interpret data, which is why we have made some recent enhancements to your Live Chat Analytics. These updates include more user-friendly displays and additional agent performance reporting capabilities. (more…)
For U.S. based individuals and businesses, November 1st marks the beginning of 2016 Open Enrollment on the Health Insurance Marketplace. Each year from November 1st through January 31st (with varying coverage deadlines in between), millions of Americans scramble to evaluate their health insurance needs and shop new and revised plans available through the state-guided health exchanges.
For healthcare-related businesses, this short window presents an influx of questions, activity and opportunity that requires increased support resources. Live chat is an excellent tool to get consumers’ questions answered efficiently and effectively.
Don’t blame the messenger … only 37 days until Black Friday, 40 days until Cyber Monday, 46 days until Hanukkah, 65 days until Christmas and 66 days until Kwanzaa. Ok, deep breaths! No need to panic just yet, but time is a tickin, so let’s get your live chat team prepared for holiday sales success.
Here are some quick tips to make sure you’re set up to hit the ground running come Black Friday. (more…)
Live chat enables real-time engagement with website visitors at the precise moment they have questions, even before they have to ask. It’s all about timing and immediacy. How quickly are you able to meet that visitor’s needs so they can accomplish what they came for and be on their way?
But getting visitors to engage with live chat is only the first step. Once they engage, it’s important to get their questions answered quickly and efficiently, and this begins with connecting them to the appropriate members on your team. How much time does your team spend transferring visitors between agents? (Hint: Take a look at your transfer reports to gauge agent-to-agent transfer activity.) (more…)
