Live chat security and privacy: How to ensure both for supreme CX
There’s no question that companies need to be able to quickly answer customer support requests. One study from HubSpot showed that 90% of customers rated an immediate response (where “immediate” is defined as less than ten minutes) as important or...
How small businesses can compete with big brands using digital channels and live chat
In this article, read how small businesses can compete with big brands and thrive in this overloaded market. The David vs. Goliath fight between small and large businesses has been raging for decades. On the most basic level, large corporations have...
Why Are Reports So Crucial in Determining a Live Chat Agent’s Performance?
Ever since the online communication channels started to change, so did the preferences for customer service. Through the process of adaptation to fast technology development, live chat agents gained to prominence to improve customer experience. The era of telephone calls...
Live Chats – An Overlooked Data Source
Chances are you’re already well versed in why live chat is a cost-effective decision for your business: it’s cheaper, reduces call center traffic, and many customers find it more convenient. But live chat can – and should – be used...
Training Your Staff to Be Effective at Live Chat
Are you using live chat in your business? If you’re not already, you should think about it soon. Live chat is a quick and easy option for customers to access support when online. According to Forrester, the use of live...
Is live chat support a blessing in disguise for online retail stores?
No one can question the importance that good customer service holds for the success of any business, and when it comes to e-commerce websites, its importance increases by many folds. This is because whilst making a transaction on a virtual...
How Can Live Chat Help SMEs in Increasing Profits
Have you not yet integrated live chat with your small business website? Improving customers’ experience has become inevitable for the entrepreneurs, especially for the small business enterprises. Did you know that you are losing too many customers because of not...
Genesys Chat Helps Deliver 100,000th Meal to NHS Key Workers
Genesys, the global leader in cloud customer experience and contact centre solutions helped Food4Heroes, a not-for-profit organisation deliver 100,000 meals in over a month by providing the organisation with Genesys Cloud webchat. Food4Heroes works with local catering companies to provide nutritious...
This week in CX: Half of UK adults are using AI chatbots for customer service
Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at what is currently causing chaos for online merchants, recent CS usage of AI chatbots, and further consumer usage of generative AI. Key news At Enterprise...
Ready, steady, shop: The future of livestream shopping
A market estimated by Coresight Research to be worth $512 billion with brands such as TikTok, Poshmark and eBay testing out the craze, livestream shopping is ready for its European moment. Mixing the best of both worlds, the comfort of online shopping and the interaction of hitting the high...