Customer Experience News & Trends

A little extra online service = fewer customer support calls

Tweak your online customer service just a little and you’ll likely curb calls to customer support professionals a lot. Here’s what to do:

What customers want from live chat – and 5 ways to deliver

Customers insisted live chat would make their online experience better. So you delivered — and now they have higher expectations. Here’s what they want and how you can make them happy.

When live chat is most effective in the customer lifecycle

Live chat conversations can be used in nearly every step of the customer lifecycle – but some contacts are more effective than others.

Research: Live chat seriously pays off (even for B2Bs)

Live chat features aren’t just for B2Cs anymore. They’re showing serious bottom line benefits for B2Bs, too.