customer service reporting

5 Reasons Why Customer Service Reporting is Important

The success of your customer service team depends on customer service reporting and other important metrics which help get direct feedback and successfully manage your team. Today reporting became integral part of any business. We require reports not only in customer service field but also in other areas of business workflow. Detailed statistics data allows us get a direct feedback right away without collecting information from consumers and analyzing questionnaires. In this blog post I would like to tell about 5 reasons why your customer service team needs reporting and how to use available data to improve employees’ performance and customer service quality.

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browser based operator console vs stand-alone operator console app

Browser Based Live Chat Operator Console vs Native Live Chat Application

Our customers often ask us what is the difference between our browser based live chat operator console version and the native operator chat client. Though both are operator consoles, they are slightly different as are built using different technologies. In other words, both live chat apps support all features required for chatting with customers, but your choice of the version depends on various circumstances. In this post I will tell you about differences between these versions and when it is better to use one or another live chat operator console app.

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How to Measure your Customer Service Team Performance

How to Measure your Customer Service Team Performance

You can affect only those things you pay attention to. That is why it is important to get information about your live chat customer service team performance and make improvements based on it. With Provide Support live chat statistics tool you can easily track how many chats your live chats agents get, how fast they respond and how many chats they miss. 

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10 Tips for Building your Remote Team and Providing Safe Online Support

10 Tips for Building your Remote Team and Providing Safe Online Support

Today more and more institutions and businesses switch to remote work due to the unsafe and unstable situation in the world. This in turns leads to the increasing demand for virtual communication not only with customers but also among team members who start working remotely. This is where the software for online communication such as live chat, online conference platforms and corporate communication tools becomes handy and saves businesses from closing and public institutions from chaos in communication. In this blog post we would like to share our experience in managing remote teams and building virtual office environment for successful, smooth and safe online support and business processes. Working from home is no longer a trend, it’s now a necessity for almost all businesses and institutions across the globe. 

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Start Chat and Leave a Message Forms

How to Customize Start Chat and Leave a Message Forms

What do Provide Support customers like most of all about our live chat product? With a great set of features Provide Support live chat window can be customized to match any website look and feel and allows collecting various information about customers through pre-chat survey and leave a message form. For many business owners it is important to collect information about customers and analyze it before and after the chat conversation. For this purpose we added a possibility to customize start chat and leave a message forms. Start Chat Form Customizations Pre-chat form or pre-chat survey can contain any number of fields as well as a custom greeting message. The content displayed on the pre-chat form will not slow down the website loading since it loads only after the chat button has been clicked.  

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Live-Chat-Software-2020-Review-Strong-and-Weak-Sides

Live Chat Software 2020 Overview: Strong and Weak Sides

In 2020 year businesses will try to do their best to provide excellent customer service and satisfy their customers. However, to offer smooth customer experience you need not only to answer questions and provide correct answers, but also offer your customers convenient for them communication channels. Modern customers cannot imagine a website without a click-to-chat button. Live Chat allows them to contact businesses wherever they are and ask questions without waiting for email response or listening to IVR. In this blog post we will review major players on the modern live chat market. In our review we will highlight the following sides of each provider: 

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Best Customer Service Posts and Videos

Best Customer Service Posts and Videos from Provide Support

In 2020 customers will become smarter as their expectations for service and customer experience are set by best brands. While interacting with a business, they compare their experience to the best one they received from anyone and anywhere. Thus the gap between expectations and reality may widen for some companies. As a result customers will walk away searching for better experience. Another trend is convenience of connecting with a company. When a customer wants to get in touch, they will reach for the most convenient communication method. Thus you should not limit your communication channels just to phone, chat and email. Your customers may also use social media or an app on smartphone. This is convenience that will drive repeating sales and customer loyalty. 

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10 ways live chat can help your business grow

10 Ways Live Chat Can Help you Grow your Business [Infographic]

Modern customers become more and more demanding. Together with high quality of products or services they expect excellent and smooth customer experience. However, without proper tools which help provide fast and efficient customer support, such excellence cannot be achieved. Together with effective marketing strategy, businesses need constantly WOW their customers and ensure they receive memorable customer experience. Why customer service matters Your customer service team is the face of your business. Happy and satisfied customers are more understanding when you increase prices or something goes wrong from your side. They receive positive experience and this way you can extract more value from them. Loyal customers help you acquire new customers even better than any marketing campaign. And that’s free of charge! The following reasons will explain why providing excellent customer service is really important today: 

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8 best ways to obtain customer feedback

8 Best Ways to Obtain Customer Feedback [Infographic]

Whenever your customers contact you they can share their ideas and offer suggestions. This information is valuable both for business development and customer experience improvement. Your customers show your flaws and suggest where you need to work harder to bring your products or services to perfection. In fact, according to Microsoft research 52% of people around the globe believe that companies need to take action on feedback provided by their customers. Furthermore, that report also suggests that brands are viewed more favorably by 77% of consumers if they proactively invite and accept customer feedback. 

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The importance of online customer reviews

Why Online Customer Reviews are Important for your Business?

Modern customers start their search of products or services with thorough analysis of information available on the Internet. They visit company’s Facebook and LinkedIn pages and read available online customer reviews. Thus it is important to create a strong online presence and maintain it by collecting customer reviews and testimonials. When you start collecting customer feedback and online reviews you’d need to use both Testimonial website page and profiles on the online review platforms. However, what kind of platforms to choose? And why does collecting online customer reviews help to improve search engine optimization and brand awareness? In this blog post we will answer these questions and describe most popular online review platforms where it is worth registering a profile for collecting online customer reviews. 

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