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Three Principles Of A Successful Live Chat Operation [2020 Edition]

Three Principles Of A Successful Live Chat Operation

Three Principles Of A Successful Live Chat Operation [2020 Edition]

Welcome to 2020. I believe this year we finally achieve two notable milestones: live chat ceases to exist as a something separate from the grander schema of things, and B2B companies finally embrace live chat. As the third trend, there will be chaos.

Three Principles Of A Successful Live Chat Operation [2019 Edition]

Three Principles Of A Successful Live Chat Operation

Three Principles Of A Successful Live Chat Operation [2019 Edition]

In 2019, keep your eyes open for chatbots leading the charge when companies implement and scale live chat operations, in addition to chatbot+human cooperation establishing itself as the standard for live chat customer service.

It's a Human... It's a Chatbot... It doesn't matter

It's a Human... It's a Chatbot... It doesn't matter

At the end of 2018, I noticed a shift in people's expectations regarding live chats. It started to feel like general expectation was to receive assistance from an AI rather than a customer service representative. Now, I know if my observation is true or not.

It's a Human... It's a Chatbot... It's a...

It's a Human... It's a Chatbot... It's a...

While shopping online, have you receive help from retailers' customer support team via live chat? If so, do you know if that helper was a real person or a chatbot?

Three Principles Of A Successful Live Chat Operation [2018 Edition]

Three Principles Of A Successful Live Chat Operation

Three Principles Of A Successful Live Chat Operation [2018 Edition]

Last year, I started a blog series about three principles of a successful live chat operation. Now, as a year has gone by, I thought a ”minor" update on the blog that started the series would be in order. So what has changed in a year? One word answer: chatbots.

How to Improve the Quality of a Live Chat Operation

Successful Live Chat: Quality

How to Improve the Quality of a Live Chat Operation

I give concrete examples of how one can improve the quality of live chat operation, in other words, make that metaphorical formula one car go faster. Referring to my previous blog, I give examples for improving both agent experience and customer experience.

Live Chat Is Like Formula 1: Quality Matters, Speed Is Of The Essence!

Successful Live Chat: Quality

Live Chat Is Like Formula 1: Quality Matters, Speed Is Of The Essence!

I approach quality from two viewpoints: Quality experienced by (potential) customers and by live chat agents. I draw an analogy to Formula One; Employee experience is fuel for the formula one car, but customer experience is the speed that wins the race.

Customer Service Chat: Use Cases & Best Practices

Successful Live Chat: Direction

Customer Service Chat: Use Cases & Best Practices

To build upon the examples provided in the blog post about Direction, I now describe how to use a proactive live chat to reduce calls to call centre, minimise errors in submitted forms, and fight shopping cart abandonment.

Sales Chat: Use Cases & Best Practices

Successful Live Chat: Direction

Sales Chat: Use Cases & Best Practices

In this blog, I describe how to use live chat to generate sales leads, convert users of a free plan into paying customers, and increase average order value.

The Most Important Principle Of A Successful Live Chat Operation: Direction

Successful Live Chat: Direction

The Most Important Principle Of A Successful Live Chat Operation: Direction

In my earlier blog, I covered three principles for successful live chat operation: Direction, Quality, and Quantity. As you might know, these are same principles as to building a winning sales organisation. In this blog, I discuss in detail the most important one of these principles: Direction.

Why You Should Implement A Proactive Sales Chat

Why You Should Implement A Proactive Sales Chat

roactive live chat is a chat conversation initiated (automatically or manually) by the company rather than a website visitor. Instead of waiting for a visitor to begin chatting (by clicking on a chat icon and sending a message), messages are sent out to greet website visitors inviting them to chat.

Three Principles For A Successful Live Chat Operation In 2017

Three Principles Of A Successful Live Chat Operation

Three Principles For A Successful Live Chat Operation In 2017

After reading this post, you hopefully have a general understanding of what is required for a successful live chat operation in 2017. As you might guess, chatbots, artificial intelligence, and rest of the buzzwords are part of a winning setup.