Lessons Learned from Angry Customers

Lessons Learned from Angry Customers

Frontline customer support agents often cringe when thinking about interactions with upset, angry clients. However, these situations don't have to translate into negative experiences only. Use these tips to learn more about which types of experiences escalate into difficult situations, and how to learn and grow from these experiences.
Reduce Churn with Customer Health Scores

Reduce Churn with Customer Health Scores

When you're an online business that communicates with clients virtually, it's more crucial than ever to maintain an accurate pulse on customer health. Learn more about how to do this using a Customer Health Score (CHS), which metrics impact CHS, and how CHS tracking can help you reduce churn rates.
Feature Release: Capacity Report

Feature Release: Capacity Report

Have you ever struggled to determine the best staffing plan to meet your business needs? Our brand new Capacity Report uses historical chat volumes coupled with team capacity levels to help admins pinpoint times of peak activity and better allocate staffing resources. Available now on all Plus and above plans.