Guides - SnapCall

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.

Guides

What is VoIP and how does it work?

As businesses look for ways to take advantage of the latest technology, one of the biggest changes has been the rise of VoIP. High-speed internet has made VoIP much more accessible and it is now a popular choice for companies around the world.

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).

Guides

What is an open API and how does it work?

Even if you’ve never heard of APIs, you’ve almost certainly used them. But what exactly is an API? What’s the difference between an open API and other types of API? Most importantly, how can you use open APIs to improve the product or service you offer?