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Customer loyalty happens when a customer decides to keep purchasing a product regardless of the various situational factors and canvassing that goes around them. Psychological studies show that brand loyalty is something intrinsic to the nature of the human mind and it exists... read more
6 minutes
Jun 26, 2019
This is the story of our team making the chatbot trend great again. Naaah, I'm just kidding! Or do I? An interesting thing is that if you take a look at Google Trends to see when the phrase “chatbot” was trending, you will quickly notice that the interest started to grow in 2016... read more
In the competitive markets these days, if there is anything that determines your organization’s success or failure, then it is your customer service. The importance of customer satisfaction has increased enormously so much so that by the year 2020, it is expected to become the... read more
6 minutes
Oct 16, 2018
The Internet is full of advice on how to improve your live chat support by making it more personal. And while it all may be valid, there is one very important question you should ask yourself in the first place: why should you add a personal touch to your live chat experience? Is... read more
5 minutes
Mar 2, 2018
Although the New Year has already started, many of us have already broken our resolutions. How many of you have promised themselves to quit smoking, live healthier or lower your weight? And then, you woke up in the New Year’s morning, starving. Pizza and beer turned out to be the... read more
Many business owners like to stress how important their customers are. They talk a lot about customer happiness and claim that their mission is to make people’s lives better. Having that in mind, let’s recall all the times we, customers, have spent in queues. How many times we... read more
Customer service is the key factor in customer satisfaction. Over the years, businesses have migrated to the digital world. It has become important for all organizations to maintain a strong online presence. The instantaneous ‘click & buy’ has been instilled into our online... read more
8 minutes
Nov 14, 2017
The history of customer service is as old as the history of coins. Once people started to get coins in exchange for their goods, once traders turned into merchants, once a market competition was born, customer service became an essential part of making business. How did it look... read more
Professional problem-solving is the beating heart of amazing customer service. It’s because none of the customers are contacting you to have a nice chat. They are contacting you because they have a problem. They might be disappointed with the product they have purchased. Maybe... read more
Have you ever called customer service and tried to explain what your problem is, but you had the impression that they are not interested in solving it? Maybe you came across a customer service rep who didn’t let you finish and kept interrupting? Or maybe you’ve contacted customer... read more
The biggest competitive advantage that I can offer you is to meet your consumers’ needs better than your competitors, and to know what kind of research tools are available for this mission. Meeting your consumers’ needs isn’t quite simple and you may feel like they want... read more
8 minutes
Jul 11, 2017
When you step into the customer service world, you must go through the customer service training first. During this training, you will learn about a product, a company’s culture and a service that you should provide. If your training is advanced, a manager tells you what... read more
The word automation has soaked up a soiled reputation lately. While it brings the promise of efficiency and time-savings, there are deeper fears associated with the word that we can’t seem to shake. Anxiety builds around the idea that robots will take over our jobs and there’s a... read more
6 minutes
May 16, 2017
Recently Jeff Bezos, Amazon CEO, released his annual letter to shareholders. It's a must-read missive, filled with pearls of management philosophy and leadership lessons from the guy who created the $430 billion juggernaut. Bezos is focused on how to prevent a successful business... read more
I have been working in chat support for over 3 years. As many might know, working in customer support is stressful and requires to maintain a high level of concentration. To stay sane experiencing pressure every day seems to be the main goal at the beginning of a customer support... read more
7 minutes
Feb 8, 2017
