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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...



10 Aug 2015

Food industry like various other domains in the market is striving hard to make its services, accessible, comfortable and error-free. The article gives detail account on how the industry has upgraded its service standard with the help of special tools.

The trend of dinning out is increasing with the surge in number of food points. The vendors involved in this industry are certainly making huge profits and facing tough competition. Therefore, like many other industries, food industry is also flourishing on the steady pace; this is the reason that it is providing its customer support online.

Now, instead of visiting a restaurant or food point in person, or placing an order through expensive...



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.

Flexible customer support service is something that no business can afford to overrule if it aims to remain a ‘going concern’ in the longer run. In order to stay loyal to your business, your customers expect a value-adding return from you, and to sustain that loyalty you need to cater to them even if you have to go the extra mile.

Though, your products or services should be strong enough to maintain long-term bonding between customers and your business, embarking on a live chat service though your business website is likely to bolster that connection.

Let’s skim through some of the benefits that the provision of real-time chat support can bring forth.

Live Chat Enhances Customer...



27 Nov 2014

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...



14 Nov 2014

Like every other sector, technology does affect the online business. The progress in the information technology has inculcated major changes in the world of e-commerce. Everything in the online business world from advertising to marketing, customer service and sales, has changed on the whole.


Now, online businesses are not much reliant on the ads; instead to convince a customer there is a need to give some prior practical demonstration of what a customer sells. Businesses do not need to run expensive marketing campaigns; instead the social media marketing has made it much easier for the entrepreneurs to reach out to the international market in a relatively shorter time span.

The...



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...



15 Sep 2014

All the business ideas do not get a real implementation for one reason or the other. Some of the thoughts just remain closed in the box because apparently their implementation seems impossible. Can an entrepreneur running an e-business think of getting the same or more privileges, which an owner of brick and mortar store get while dealing with the online customers? Apparently this is something impossible to achieve for the online vendors because they cannot see their customers behind the curtain. The lack of real-time connectivity makes it difficult for them to read out their clients’ minds.

However, the situation has changed to a greater extent, now with the arrival of new business tools and technologies;...



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...