Blog Overview

How and when to create an escalation path to a human Chat Operator?

How and when to create an escalation path to a human Chat Operator?

Even if your chatbot is so well trained, there may be some situations where the customer’s question in the chat cannot be answered, or cannot be answered fully. In those situations, help is needed from a human chat operator. This transition should be possible at any point in the chat and as easy as possible…

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How to use Live Chat in a creative way

How to use Live Chat in a creative way

Website engagement is an important part of the customer experience. When customers have a question about marketing or sales, approximately 82% consider an immediate answer important or very important. With a customer service question, this is as high as 90%. Every second a company takes longer to answer, the likelihood of a purchase decreases. Live…

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What is Managed Live Chat and how does it work?

What is Managed Live Chat and how does it work?

Research has shown that about 73% of customers consider Live Chat the most satisfactory form of communication with a company. So it is a must for every business to have. You can choose to have the chat staffed by your own employees. But then you run the risk that chats are sometimes slower answered, or…

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Chat and pay: improving customer experience

Chat and pay: improving customer experience

Live chat has been gaining a lot of popularity in the last few years. And especially after the pandemic hit. Many people are looking for the live chat button when visiting any website. Statistics show that 51% of them are willing to stay if the website offers live chat. Imagine how much more would want to stay…

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Best Live Chat examples and practices for 2021

Best Live Chat examples and practices for 2021

Live chat is by far the software that meets customers’ expectations the most in our days. If we were already in a constant rush handling work and personal lives, it became worse after the pandemic’s outbreak. We were left out of choices but to adapt our routine to function almost entirely online. Hence why live…

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Livechat: More than just a <strong>  contact channel </strong>

Livechat: More than just a contact channel