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14 Apr 2016

Perhaps, the most common problem for customers so far is long hold time, which ceases them from gaining assistance or registering complaint in-time. This issue has resulted in severe consequences as businesses get to see high bounce rates and increased shopping cart abandonment. According to salesforce.com , Long wait and hold times also mean lost sales, bigger service issues when they do come up, and customers who are ready to jump to another provider at a moment's notice.”

Given below are five basic steps to minimizing customers’ wait time.

1.      Monitor the Front-End

You must eliminate all the inconveniences that customers face while connecting with the support staff. For this, you must...



19 May 2015

As compared to a brick and mortar store, an online business is not as privileged to come in face-to-face contact with its clients, so having a closer look on their activities becomes difficult. In such a situation an online business vendor needs a real-time monitoring to get more control over its business.

The methods and tools which you use for real-time monitoring are important. Make sure the techniques and tools you use are reliable enough to provide you accurate and real-time results. These days, most of the entrepreneurs are taking the edge of live chat software that enables them to have a closer look ofvisitors’ activities on their websites.

Here is how this chat application empowers online...



17 Mar 2015

Ups and downs are different stages, which every business especially a startup faces but for becoming a successful entrepreneur, you must strive to keep your repute intact. An entrepreneur’s every effort from marketing to advertising and customer service is meant to get more customers and sales. Sometimes despite doing all, a business starts losing customers and the most probable reasons of which are given as follows.

What is the value of customer service for an online business? Today, customer service is given the core value by online businesses because this has a direct impact on the success and failure of a business.

A business with a high-quality customer support not only earns a good reputation in the market but also gets a boost in its overall conversion rate and sales. This is the reason why today, the online businesses are utilizing all of their efforts and resources to serve their customers in the best possible ways. Here are some modern customer service trends and the ways using which online businesses can easily follow them.

Be Proactive

In this fast-paced world, where you have to face hundreds of...



07 Nov 2014

Why is that important for businesses and companies to improve their first call resolution rate? Usually, the companies, which are good at resolving their customers’ issues, have a positive reputation in the market. Moreover, the high FCR rate also endorses company’s customer-centric approach. Undoubtedly, your customer service policies, the use of customer support tools and the abilities of your CSRs has a direct effect on the provision of a top class service but one thing that stands above all is live chat software.

Let us get into some detail about how this business tool has helped online vendors to improve their customer service standard.

Seamless Conversation

The first condition to resolve your...



30 Sep 2014

Undoubtedly, for its high functionality and umpteenth benefits, live chat is being used as a primary support channel for most of the e-business entrepreneurs but the biggest reason is the customers’ high demand for this support channel.

According to Forester research, 44% of the customers revealed that getting answers to their questions in the middle of a purchase process is the best feature an e-commerce website can offer. For a website delivering on-the-spot and real-time assistance is only possible through live chat because sending personalized emails and making individual calls, has never been a feasible option for various reasons.

Since the businesses today are using a customer-centric...



11 Sep 2014

Undoubtedly, the quality of the product or service, you are selling in the market, plays a key role in the success as well as the failure of a business but one fact that is common for all kinds of businesses is, ‘the customer service’ because this is what a potential buyer experiences about a company at first.

If you want to get a competitive edge in the jam-packed market, you must understand the difference between ‘customer service’ and the quality customer service.

Here are some important facts about quality customer support.


·         According to a market survey 82% consumers are likely to make repeat purchases from a company after receiving a high-standard customer experience. An online...



22 May 2014

The biggest reason for vendors to install live chat software in their e-commerce websites is to ease the online shopping experience. The innovative online support channel has duly flourished the online retailing to a greater extent.  Remarkably shifting an e-commerce website to virtual e store, live chat support has gained a faster popularity in the online business world.

It is certainly the customers’ positive response towards live chat that has given it a due place in the market.  There are various reasons for customers’ fast acceptance of live chat support as it has helped them getting connected to the real chat persons while shopping online.

Here are some common views from all the customers....



09 May 2014

A cheat sheet is a set of guidelines, made to assist the operators while interacting with a customer. In order to maintain the quality of the performance and to make sure that the operators are providing a top class performance, a manual of etiquettes and mannerisms must be given to them.

The mannerism and the etiquettes of the operators while conversing with the customers, play a vital role in live chat support. It is important that a professional attitude is adopted by the chat agents and customers are dealt in the best possible way. A business can only be successful, if its customers are treated nicely; your operators hold a huge responsibility in this regard, as it is their behavior that...