The benefits of live chat on your website
Live chat used to be a “nice to have” service offering, Today, more than 41% of customers expect live chat on your website and more than half of all customers prefer to chat with someone in real-time and online. It gives customers a way to reach you at the exact moment that they have questions or problems they can’t […]
GUEST BLOG: Live Chat… All talk?
By Adexchange Some love it, some hate it, and it has our agents juggling multiple customers at once. Live chat divides conversation in more ways than one. But is a communication platform which also encourages customers to multi-task a good thing? Or is it just another channel we must incorporate, manage and coach our teams to […]
21% of firms fail to respond to live chat support
A study involving businesses based in the US and Europe, including both business and consumer facing websites, has revealed that 21% of companies failed to respond to live chat support requests. The study, commissioned by SuperOffice, was conducted from over 1,000 websites. To keep the study fair, chat was only initiated during a website’s support […]
Guest Blog, Gail Partridge: Holding memorable conversations with your customers…
Delivering a first-class customer experience should be the number one priority for any brand – it really is that important. It affects perceptions and memories of a business, and encompasses everything a customer goes through with that company. The contact centre is an important part of this, often called into action when something with the […]
Industry Spotlight: “It’s up to you how to handle social channels, but choose wisely”…
The term ‘call centre’ usually conjures up images of vast open office spaces, occupied by dozens of telesales representatives parked in front of computer screens with their omnipresent headsets. Gone are the days where the primary source of communication is by telephone. In the digital age, many consumers decide to take to their desktop when […]
