Stay Mobile with Live Chat Operator Console for iOS

Live chat operator console for iOS

Provide support is glad to announce the release of the live chat operator console for iOS. This version allows you stay connected with your customers on the go and handle chat requests if you are not at your computer. The app lets you stay flexible and always online in your live chat. This way you will not miss chat requests and will be able to assist your customers during your coffee break. It will take a couple of minutes to download the app from the Apple AppStore and install it on your iPhone or iPad.

Scenario 1: If you are a real estate agent

Mobile app is a great help if you are constantly away from your office but need assist your customers through live chat. You can easily chat while waiting for customers or showing property. It will make the  communication process fast and convenient.  >>>

How to Choose the Right Live Chat Plugin for your WordPress Website

live chat plugin for your Word Press websiteMore and more websites today are managed with help of WordPress platform. The growing audience of website owners creates the growing demand for various plugins that facilitate not only website management process but also help improve customer experience. Live chat plugin can be easily added to your WP and will allow your website visitors to chat with you in real time. However, how to choose the right plugin and what kind of challenges can website owners face?  >>>

Data Security and Protection at Provide Support

live chat data protection and privacyGDPR compliance is demanded of all businesses handling EU citizens’ data by 25 May 2018. For companies across every industry, the paradigm of data privacy has changed fundamentally. Under GDPR, companies must follow uniform rules on how personal data is processed or face severe penalties.

These data security rules are applied to all companies using live chat technology as communication channel. Thus they need to adapt their data processing policies. Provide Support developed tools to meet these rules and help businesses to follow data protection regulations.  >>>

Top Benefits of Using Embedded Chat Window on your Website

chat windowLive chat has become integral part of modern e-commerce websites. No matter whether you are a large retailer or run a small business, live chat feature added to your website will help you not only interact with your customers in real time but also engage prospects while they are browsing your store. In this blog post you will find useful recommendations for choosing the right chat window for your website. >>>

A Complete Guide To Using Canned Responses in Live Chat

Canned responses
Canned responses guide

Predefined, canned or saved responses in some cases help to facilitate and enhance live chat communication. However, live chat agents should keep in mind that misusing this feature may lead to their chat sessions sound robotic and unfriendly. All bread is not baked in one oven. The same should be applied to live chat canned responses for your company’s customer service. They should be unique and adjusted to your business needs.

Though, it seems quite clear what kind of responses to add, I would like to describe some scenarios which will help you to create canned responses for your live chat.

Greeting your customer

Most live chat providers offer an ability to customize system messages, which appear automatically when the chat is initiated. Definitely, adding valuable for your customers information to such messages will save your team’s time and will give your customers clear directions what to do further. You can include some basic instructions, greet your customers or just thank them for contacting your support chat. Here are a couple of examples of such messages: >>>

The Words to Avoid in Live Chat Communication

Words to Avoid in Live Chat Communication
Words to Avoid in Live Chat Communication

While communicating with customers over live chat there is always a risk to spoil the impression of the conversation by writing something inappropriate. However, not all customer service representatives realize this risk and understand that there are phrases and words to avoid in live chat communication.

The words you use to communicate can convey a lot of meaning. That is why it is important to set the right tone of the conversation from the very first minutes. In this blog post I would like to share some useful customer service tips that will help to improve your overall customer service experience and avoid awkward situations.

Drop the Jargon

Quite often customer service representatives over-estimate customer knowledge about their products or services. And as a result use professional jargon while talking about their offering. To avoid misunderstanding try to provide detailed explanations and descriptions of what you are referring to. >>>

Key Aspects of Customer Service Agent Training

customer-service-agent-training
Key Aspects of Customer Service Agent Training

Customer experience is now winning the leadership race to become the main business differentiator. Hence, the need to create a strong customer service team which will enable the delivery of great customer experience. The need is becoming more acute and palpable.

According to Gartner, by 2017, 50% of consumer product investments will be redirected to customer experience innovations.  Undoubtedly, some of them will be directed to improving the customer service agent training. After all, 78% of consumers agree that competent customer service reps are most responsible for happy customer experience.

Good training not only boosts productivity, but ensures a higher quality of customer service, which leads to more satisfied customers, increased customer loyalty, and happier employees as well. The benefits are innumerable. >>>

A Guide to Perfect Customer Service, or How to Reach a Customer Service Nirvana

A Guide to Perfect Customer Service
A guide to customer service nirvana

We are all dreaming of some perfect destination in our lives, in our businesses, in our relationships. A place which we could call home, where we can relax and savor each moment of existence. Does it exist? I feel that it does.

In my perception this place is very magical. It is a state of perfect balance where, once you reach it, everything gets taken care by itself, one element enabling and supporting the functioning of another and where everything is interconnected and interrelated. It is one whole self-sufficient entity. And because it does not need support from the outside, it is joyful, it is abiding in a state of nirvana.

How to reach this bountiful state? Whether we are talking about customer service or any other aspect of life, the first step in that direction is to recognize the fact the some things are out of balance now. Seeing clearly the dysfunction of the current state is the most important aspect of a journey back to a balanced state. >>>

Best Magento Modules for Customer Engagement

Magento plugins for Customer Engagement
Magento plugins for Customer Engagement

Magento Content Management System powers 26% of top Ecommerce websites. Responsive layout, customizable design and an ability to reinforce Magento based websites with a great variety of useful extensions make this system one of the most popular among eCommerce platform solutions. A great deal of Magento extensions are available for different purposes. In this article we will suggest which of them will help to improve customer engagement and provide better customer support service.

Get closer to your audience with special custom forms

Being transparent and letting customers contact you whenever they have questions or would like to leave a feedback is a great step towards excellent customer support service. If you are not ready to utilize a live chat tool on your website, customizable web forms may become a good alternative which lets your visitors get in touch with you fast and easily. The WebForms extension is ideal for this purpose. It lets you not only design your own form and place it on your website but also get email notifications, filter results and integrate with your HelpDesk system. More detailed features description is available here.
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