Customer Support Articles

What is Customer Centricity and Why It’s Important

There has been a lot of talk in marketing about customer-centricity. Instead of focusing on some abstract metrics, the company attempts to create the best customer experience. That is what most think being a customer-centric business is all about.

Customer Experience

Customer Loyalty: Everything You Need to Know About Building It

Getting new customers through the door is usually a priority for businesses. However, to succeed in the long-term, those customers need to stick around. As a result, customer loyalty is one of the factors that can make or break a business.

Guides

What is Live Chat?

The way we communicate with each other has changed rapidly over the last few years. As people grow more familiar and comfortable with new messaging channels, using them regularly to chat with their friends and family, they’re also opting to use the same channels when interacting with businesses too.

Guides

Getting Started with Social Messaging for Business

Social media apps have become a place where customers can (and usually prefer to) get in touch with a business. As social messaging continues to grow, businesses need to decide how they can use it effectively for both sales and customer service.

Customer Experience

What is Customer Churn (and How Do You Reduce It)?

This article will answer your most pressing questions about customer churn, including "what is customer churn?" "why is customer churn rate so important?" "how to calculate churn rate?" "how to reduce customer churn?"

Customer Support

What Is Agent Experience (and Why Is It so Important)?

More and more businesses are starting to realize the importance of agent experience. Rather than being an afterthought, a positive agent experience contributes to a strong business and happy customers. So what is agent experience, why is it important, and how to improve it?

Customer Experience

Customer Experience (CX): What Is It and Why Is It so Important?

What is customer experience? What is the importance of customer experience? How can you enhance customer experience? This article will answer these questions and help you develop your own customer experience strategy.

Customer Experience

Customer Satisfaction Score (CSAT): What Is It and How Do You Measure It?

While most businesses are keen to create improved products and services, taking into consideration your customers and their feedback is an essential part of the process. This article will allow you to better understand what is CSAT, how to measure customer satisfaction, and why it’s so important.

Customer Support

6 Customer Service Metrics You Must Measure

For any business that wants to succeed in the long term, top-class customer service is essential. While marketing and sales are needed to get that initial traction, your customer service can make the difference between whether or not those customers stick around.

Customer Support

Omnichannel customer service: 4 best-practice tips

What exactly does omnichannel customer service mean, and what benefits can businesses receive by using an omnichannel strategy? This post will help you get a better understanding of omnichannel support and give you some tips on the best ways to implement it in your business.

Customer Support

First Call Resolution: what is it and how do you measure it?

For customer support teams and call-center staff, resolving customers’ issues quickly and efficiently is key. To ensure that their teams achieve this, one of the metrics a company should measure is First Call Resolution (FCR).

Customer Support

What Is Average Handle Time (AHT), and How Can You Improve It?

If you spend any time dealing with customer queries, you’ll have heard of Average Handle Time (AHT). This article will help you define exactly what AHT is, why it’s so important, and how you can improve it.

Best Practices

Calling inside the chat: best practices

Our integrations with live chat platforms, like LiveChat and Intercom, have provided businesses with an entirely novel way to interact with their users. We enabled a seamless transition from a written conversation to an audio or video call directly inside the chat widget with just one click.

Industry news

New trends in voice communication for businesses

With all the different channels available, I’m often asked whether voice communication is still important. While traditional phone calls are typically associated with slow response times, the latest digital solutions for voice chat make it possible to respond instantly.

Best Practices

How to Grow Customer Engagement in 2021

Standing out in today’s crowded marketplace is challenging for any business. New competitors can appear without warning, trying to steal away your customers by promising a cheaper or superior product.

Customer Experience

Customer Retention Strategies for 2021

As budgets were slashed and priorities changed during 2020, getting new customers suddenly became a lot harder. People are looking for the best possible deal, and customer retention is no longer just a smart strategy; it’s essential.

Customer Experience

Net Promoter Score: What Is It and How Do I Measure It?

For businesses to succeed in the long-term, they need to make customer care a priority. Happy customers are more likely to be loyal customers. There’s an increased chance they’ll buy from you again or refer other customers your way.