Double Your Results: How to Leverage Both Proactive Live Chat and Reactive Chat

Double Your Results: How to Leverage Both Proactive Live Chat and Reactive Chat

Adding live chat to your website is a great way to have higher quality and more frequent client and site visitor interactions. Our Client Success Manager, Mary, has had many conversations with clients about maximizing their chat strategy. A proactive chat strategy combined with reactive chat agent training is a great way to use chat to communicate effectively. Read the full article to learn more.
5 Things to Consider Before Selecting a Chat Provider (From a Former Chat Agent)

5 Things to Consider Before Selecting a Chat Provider (From a Former Chat Agent)

Searching for a new chat software vendor can be a daunting task. Where do I begin? What questions should I ask? We've enlisted the expert advice of a former chat agent, Jordan Wahl of G2 Crowd, who knows a thing or two about the vendor selection process. Read the article to learn more about important questions for marketing, sales, and customer service professionals to consider before selecting a chat provider.
How to Create Winning Customer Experiences with Employee Engagement Strategies

How to Create Winning Customer Experiences with Employee Engagement Strategies

Companies such as Disney, Southwest Airlines, and Google are top brands, and a driving factor behind their success always comes back to how they treat their employees. These brands and many others like them recognize the inherent value of their people. They all focus on providing an excellent employee experience first and foremost. Why? They know that it will flow over to their customer experience (and to their profits).
7 Mistakes to Avoid in SMS Customer Support

7 Mistakes to Avoid in SMS Customer Support

SMS allows businesses to reach a wider range of customers more quickly and efficiently while offering clients the luxury of instant customer support via a preferred communication channel. However, there are some pitfalls to keep in mind when introducing SMS for customer support. Time zone snafus, messaging clients who haven’t opted in, giving long-winded explanations via text and other no-no’s can all lead to frustrating customer experiences - rather than successful resolution of issues and inquiries. We've compiled the top 7 mistakes to avoid when using SMS for customer support