LiveHelpNow - Blog
Dec
01
Small Business Holiday Preparedness Guide
Is your small business holiday ready? Refocusing on Opportunity “As we approach the holiday season, let’s refocus on opportunity. It is our opportunity to become better versions of ourselves....
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Nov
15
Voice Chat Feature Facilitates Better Connection With Customers
Alexander Graham Bell spent most of his life working with the deaf. His mother lost most of her hearing due to a childhood illness and his wife was completely deaf. In his work as a speech therapist a...
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Sep
21
Introducing Zoom Phone Integration with Zoho CRM
Providing excellent customer service starts with understanding the customers, their needs, and behaviors. LiveHelpNow contact center software empowers customer service teams by providing tools that h...
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Aug
22
How to Grow Your eCommerce through Live Support
Let’s say you’ve built a great eCommerce website. The design, the content, and the product directory are up to the mark. But the conversion rate isn’t. What does this say about your audience...
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Aug
17
Keeping Team Vibe While Handling Customer Complaints
Source: Dilbert Quality customer service helps retain customers. As such, offering friendly customer service is critical to the success of your company. In other words, you shouldn’t tell your cust...
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Jul
27
Software Partnerships: The Human Element of Tech Collaborations
For a brand, it’s vital to create software partnerships on which you can depend for more than just functionality. Choosing which solution would be the best match for a company means understanding th...
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Jul
27
LiveHelpNow Introduces New Partner Program
In an effort to continue to help companies improve their customer support efforts, LiveHelpNow introduces its new partner program. Now, marketing agencies, web designers, value-added resellers, softwa...
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Jul
19
Customer Service Training Made Easy (Step-by-Step Guide)
Your customer service agents can ruin your brand. Or, they can enhance it! Your customers’ real-life interactions with your company will give them either a good feeling about doing business with y...
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Jul
14
7 Benefits of Live Chat for eCommerce
Does your website have a live chat option? If not, perhaps, it’s time to change that and enjoy all the benefits of live chat can bring to your customer support. Live chat is a game-changer for eCo...
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Jul
11
PESI: Online Learning Meets Organized Customer Communications
James is a psychologist and a veteran with hearing loss. He lives in Missouri and works with a small staff on a grant to make sure that children are protected from domestic abuse. Recently, James want...
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Jul
07
11 Help Desk Best Practices That Every Business Needs To Follow
No matter the size of your business, from a small start-up to a global organization, excellent customer service is vital to succeeding long-term. Customers expect a great user experience and a high le...
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Jun
30
4 Easy Customer Segmentation Tips For Startup Businesses
What is customer segmentation? Customer segmentation, or market segmentation, divides your customers into categories based on shared characteristics. These characteristics could be anything from age, ...
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Jun
28
Workforce Management: Simple Tool for Time and Shift Tracking
Workforce management in a contact center environment can be a stressful endeavor. At times, managing agents’ log-ins and log-outs, shifts, breaks, and holidays can truly feel like herding cats. I...
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Jun
20
Discovering Target Audience: How Well Do You Really Know Your Customers?
If you wish to provide the finest service to your consumers, you must first understand who they are. Of course, not everybody who purchases your goods or services meets the same description. However, ...
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Jun
07
Ticket Management Made Easy for Carolina Biological Supply
Of oInnovation. Quality. Service. These are values Carolina Biological Supply Company holds close to its heart. It instills these principles into everything it does, from staff training to its product...
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Jun
02
11 Surprising Live Chat Statistics And Trends for 2022
In contrast to traditional communication techniques such as email marketing or cold calls, recent communications with consumers have become speedier and more data-driven. Using live chat software elim...
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May
26
FXChoice: LiveHelpNow Tools Maintain Customer Satisfaction
“We cannot direct the wind, but we can adjust the sails.” – Dolly Parton Dolly is right on pitch here (and always!). And her wisdom relates to so many aspects of our ever-changing life. Today, ...
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May
19
The Rise of Customer Science: How Customer Experience Is Changing
Customer experience has always been a major concern for companies, both large and small. But there’s a new development on the horizon: customer science. Customer science affects customer experiences...
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May
16
Sneak Peek Feature: Superpower of Live Chat Communications
We are all obsessed with the idea of superpowers. From flying to invisibility and mindreading – the fantasy that we can do and be more than just an ordinary human is fascinating. Well, flying an...
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May
16
Smarter Chatbot for Smoother Customer Experience
It’s always nice to talk to someone intelligent. Whether it be a person or a robot. In the ever-changing customer support tech world, companies must maintain the balance between automation and hum...
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May
14
12 Differences Between Customer Support and Customer Experience
What is one difference between jobs in customer support vs customer experience? To help you differentiate between jobs in customer support and customer experience, we asked founders and business lea...
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Apr
29
How to use Live Chat for Customer Self-Service
Imagine yourself being stuck at an airport. Your flight is delayed, and you want to speak with someone for help. But there is no one at the desk, and the customer service lines are constantly busy....
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Apr
28
12 Questions To Ask in a Customer Satisfaction Survey
What is one question to ask in a customer satisfaction survey? To help you with the proper questions to ask in a customer satisfaction survey, we asked HR leaders and CEOs this question for their...
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Apr
21
LiveHelpNow Knowledge Base Tool Moves to Admin Workspace
Sometimes when you start cleaning your house, you move some of the furniture and realize that the new arrangement looks much better. Customer Support Solutions ...
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Apr
20
The Best Growth Channels for Startups
Startups and small businesses (SMBs) embark upon their journey with energy and passion. It gets them off the starting block and into the market. However, it only gets them so far. At some point, they ...
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Apr
20
Top 10 Ways To Prevent Support Agent Turnover
Agent turnover is a crucial challenge faced by most organizations. According to the 2021 Bureau of Labor Statistics report, the overall agent turnover rate is 57.3%. What are the causes of such a high...
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Apr
14
LiveHelpNow Announces 2021 Challenge Winners
Traditions are important. And here at LiveHelpNow, we have one that involves and celebrates our beloved customers. It is no other than our LiveHelpNow Challenge. And so, we’re here to announce our...
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Apr
12
13 Examples of Customer Loyalty Programs
What is your favorite customer loyalty program? What makes it so great? To help you compare and draw inspiration from popular customer loyalty programs, we asked marketing experts and CEO’s this...
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Apr
11
Why Is Customer Service Automation Necessary for Businesses in 2022?
Why Is Customer Service Automation Necessary for Businesses in 2022? Whether your business is entirely online, a mix of retail and online business, or exclusively retail, you can’t escape the import...
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Mar
31
What is Good Customer Support: 13 Definitions
What is your definition of good customer support? To help you define what good customer service looks like, we asked CEOs and small business owners this question for their best insights. From valuing...
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Mar
30
Rebranding for Better Customer Support Agent Experience
“Who are we?” It seems like a simple question. But it isn’t. It holds a lot of power as it prompts some serious soul digging. What does the question ask, exactly – our name, what we do, ...
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Mar
28
8 Ways You Can Improve IT Service Desk
The IT industry has undergone a rapid innovation that has made life easier for its customers and employees. With this, IT support teams are somewhere caught in an uphill battle. IT service desk indust...
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Mar
14
A Guide to Agile Marketing for SMBs
Agile is one of the hottest buzzwords in today’s marketing landscape, but it is also the most misused one too. But that doesn’t stop there. With marketing becoming more advanced, customers becomin...
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Feb
28
How To Build a Successful Customer Support Team From Scratch
Good customer service is rarely memorable. However, bad customer service can leave your clients fuming. Meeting your customers’ satisfaction is essential in generating sales and keeping your busines...
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Feb
24
CX Research As a Main Marketing Strategy
In recent years, customer experience (CX) has become a term and focal point of marketing plans for businesses of all sizes and sectors. In addition, CX is becoming increasingly important to compete su...
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Feb
23
Turn Customers into Brand Advocates: 3 Psychological Strategies
Meet Janet. Janet lived in a different state but wanted to send some sympathy flowers to a friend in Pennsylvania. After reading some reviews she found a flower shop near her friend’s house that not...
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Feb
16
13 Omnichannel Strategies To Improve Customer Service
What are some omnichannel strategies that have helped improve customer service at your company? To help you determine the best omnichannel strategies for your company, we asked business owners and mar...
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Feb
10
How to Improve SEO with Conversational Website
In the current competitive climate, it’s becoming more and more challenging to draw users’ attention to business websites. But human ingenuity knows no boundaries, and business owners are creating...
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Feb
09
How Chatbots Enhance Customer Experience
As a business owner, you might always feel like there aren’t enough hands on deck to get things done. We’ve been there! Of course, having a capable and efficient team to help you is essential. As ...
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Jan
26
11 Effective Examples of SMS In Small Business
In 2022, if you’re not using SMS in small business communications, you might be falling behind. According to recent statistics, 58% of people say texting is the ideal way for businesses to reach the...
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Jan
20
How to Align Customer Service and Marketing to Boost Sales
”Oh, I would like to know more about this specific area.” Just a random thought by a person going through your recent marketing campaign. Excellent! The prospect contacts your customer service ...
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Jan
14
7 Tips How to Provide a Great Customer Service with AI Chatbots
When Weizenbaum invented the first chatbot (named Eliza), he wanted to prove that machines could converse intelligently with humans. He never, however, imagined that brands and organizations would e...
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Jan
13
7 Tips for Small Businesses to Increase Gen Z Brand Loyalty
Gen Z, the band of tech addicts, social warriors, video-game players, and security seekers, is a challenging target for marketers. Children of Gen Xers and Millenials, this generation spans from the m...
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Jan
07
5 Ways To Boost Customer Experience In The Conversion Phase
How can a business effectively stay ahead of its competition in an online environment? Of course, there are many answers to that question. But one of them is to address customer experience in the conv...
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Jan
03
How to Navigate Live Chat Cybersecurity
Live chat is a convenient and effective way of providing customers with great service on their own terms. It provides an easy and hassle-free way for customers to get connected with support. It’s ...
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Dec
23
5 Ways to Use Explainer Videos in Sales Emails
Let’s admit it. In today’s face-paced world, none of us wants to open our inbox just to receive emails from brands that brag too much about their new product launch. We’ve seen enough of those...
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Dec
21
Customer Service Goes Hand in Hand With On-Demand Revolution
Changing customer expectations are driving a seismic shift in the retail landscape. With only a few taps, consumers today can access a wide range of on-demand products and services, and they expect th...
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Dec
17
13 Best Integrations and Automations to Improve Customer Service
What are some integrations and automations that have helped your business improve customer service? To help you improve your business with automation or some other type of integration, we asked busine...
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Dec
12
2022 Look Ahead: LiveHelpNow’s Upcoming Software Updates
So, we all remember 2020 that lasted a decade, right? And then 2021, that felt flew by in a blink of an eye? We here at LiveHelpNow sure had a very eventful 2021. We upgraded our Agent Workspace, re...
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Dec
12
The Year After the Apocalypse: Software Releases 2021
We all love a good apocalypse movie, right? Or at least we did until we actually lived one in the real world. One thing we don’t get to see in many such films is what happens after the brave heroe...
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Dec
08
6 Ways to Use Live Chat for Product Launch
Customers expect immediate answers once they are ready to buy the product. When it comes to online sales, and especially in moments when the product day launch comes, meeting this expectation can be...
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Dec
06
5 reasons building a community is essential for building a business
You’ve finished incorporating your business, hiring your team, and building your website. You’ve heard terms like “email blasts” and “lead lists,” but you’re not sure what they mean or...
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Nov
29
How to Win Back Old Customers: 15 Winback Strategies
What is one strategy to win back old customers? To help you earn a previous customer’s business, we asked business professionals and leaders this question for their insights. From checking in and ...
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Nov
24
5 Actionable Psychological Tactics to Optimize Conversion Rates
When you’re running a startup, every conversion is a major victory. But the economic environment is also more competitive than ever before. For many executives, it may even seem like a new compe...
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Nov
22
How to turn your negative online reviews into marketing gold
“Always too loud!” My friend Maryana read this part of a negative online review someone left for her Taphouse out loud as we sat at the breakfast table in a vacation bungalow this summer. “Alway...
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Nov
15
LiveHelpNow Welcomes New Team Member, Raymond Tussing
Once upon a time, a boy named Ray went fishing with his grandfather in Cascade, Idaho. Blue Lake, Cascade, Idaho (Can you tell this is a good story already? I mean, look at that view!) The boy’s gra...
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Nov
11
8 Essential Tools To Help Understand Customers (and Make That Sale)
Understanding your customers is the first step towards building lasting, meaningful relationships with them. Given that 86% of online shoppers are ready to spend more on better customer experiences, p...
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Nov
09
Boost Creativity in Marketing: 10 Marketers Share Communication Strategies
“Radical differentiation is the only way to stand out when clutter is everywhere.” Louis Grenier, Everyone Hates Marketers There are many different ways to come up with creative ideas for marketi...
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Nov
02
DIY Chatbot User Interface: Build Your Own Chatbot
There is nothing better than feeling understood. Customer service representatives know the needs of their customers. They interact with them daily and they understand their pain points, the solution...
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Nov
02
Real-time Customer Feedback That Can Save Your Business: Webhook System
When your significant other breaks up with you, it hurts like hell. All you want to do is get him or her back. Or, at the very least, understand why he or she left you. When a customer leaves you...
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Oct
21
The Integral Link Between Employee and Customer Retention
If you look at a prosperous business model you will notice two factors contributing the most to its success, satisfied customers and happy employees. Experiencing a higher turnover is devastating for ...
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Oct
13
10 Ways Help Desks Can Help With SEO (Search Engine Optimization)
What is one way online help desks can help with SEO (search engine optimization)? To help companies support their SEO efforts through help desks and support centers, we asked marketing leaders this qu...
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Oct
07
How to Provide Good Customer Service While Handling Multiple Chats
How many in-person conversations can you have at the same time? Brain studies suggest the answer is just one. And if you’re in a group of people, only four people can have a conversation together....
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Oct
05
3 Situations When a Business Call Is Better than Email
No matter how much information you put into your website, packaging, or user manuals, clients will always run into issues while using your product or service. Handling their requests professionally ...
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Sep
30
New Agent Workspace for Better Agent Experience
Alright, folks! It’s storytime! The year was 1878. In a laboratory in Menlo Park, New Jersey a very determined scientist and his staff set out to complete a project. The group’s goal was to create...
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Sep
30
10 Tips for Personalizing Customer Service Online
What is one tip for personalizing customer service through online communications like live chat or email? To help you personalize customer service communications online, we asked marketing and busines...
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Sep
28
LiveHelpNow Updates Mobile App for Ultimate User Experience
Be honest. When you wake up in the morning, what is the first thing you do? If you’re like most people, you check your phone. According to one mobile consumer survey, 23 percent of adults check th...
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Sep
21
Customer Acquisition Tactics That Won’t Tick Off Your Current Customers
If you get your internet services from a traditional cable provider (and no, we will not name names here), chances are, every year you make THE phone call. You know, when you get your monthly bill a...
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Sep
15
Top 7 Mistakes to Avoid in Live Chat Communication
With great technology comes great responsibility. This paraphrased principle of Spider-Man fits customer service in today’s digital world supremely well. The more instruments we have to influe...
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Sep
09
Moments of truth that make or break customer experience
A typical customer journey is made up of several key stages. It usually starts at the point people discover and research a brand. They then progress to the purchasing, onboarding, and post sale intera...
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Sep
08
7 Smart Strategies to Increase Customer Retention in 2021
Ah, the wonderful feeling of landing that sale! Score!!! Making a sale is a great starting point for any business. But true mastery lies in getting the customer to come back after that initial purchas...
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Sep
03
Big Leads for Small Businesses: Social Media Lead Generation Guide
Do you ever imagine what it would be like to break out of the boundaries of a boring routine? What it would feel like to be your own boss? If you ever thought about opening your very own business, n...
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Aug
31
Ticket Support System Updates: Omnichanneling Like Crazy
This summer, we’re omnichanneling like we never omnichanneled before! What the heck does that mean? It means we are making it easier for your customers to reach you in as many ways as they wish....
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Aug
30
Self-Service Galore: LiveHelpNow Introduces Customer Support Portal
Automated postal kiosks. Cashier-less grocery stores. Order and payment monitors in restaurants. As innovations advance, more and more self-serve technology enters everyday life. And why not? Custom...
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Aug
24
Shopping Cart Abandonment: Prevent It, Manage It, Reduce It
“Why did you leave? What did I do wrong? Is this my fault?! Come back!” What do fishermen and eCommerce business owners have in common? They both know the sentiment of losing what they have be...
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Aug
19
4 Great Tools That Improve Customer Experience
In the world of business, customer service has never been more important. The difference between a good company and a great company is how well it treats its customers. Today, customers are so impatie...
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Jul
28
Supercharge Lead Generation with Live Chat for Your Small Business
One of the biggest challenges for small businesses is to generate quality leads and convert them into customers. Lead generation is no easy task. It requires a great marketing strategy to be able to d...
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Jul
20
Build a Conversational AI Virtual Agent in Three Steps
What matters to customers today? Short answer: convenience. Customers are showing that they will take their business where they can get convenient self-service solutions built on conversational arti...
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Jul
15
Security Update: Single Sign-On and Two-Factor Authentification
Oh, passwords…What a life’s joy they are…NOT! With modern tech advances, security measures must step up. So passwords get longer, have additional requirements, and, let’s be honest, ta...
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Jul
09
Extreme Personalization: CX That Feels Like Love
The great American poet, Maya Angelou once said, “People will forget what you said, people will forget what you did, but people will never forget how you made them feel.” Her wisdom applies in m...
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Jul
06
Customer Experience Webinar: From Pre-Purchase to Re-Purchase
What is more important in business – experience or innovation? The answer is indisputably “both.” When a company has been in business for a while, its teams get to know the industry in and...
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Jun
30
How to Generate Quality Leads with Live Chat for Small Business
Do you, as a business, have trouble getting potential customers to turn into actual customers? Your business has a strong online presence, is active on social media, and also has high website traffi...
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Jun
24
5 Lead Generation Strategies for A Successful eCommerce Site
2021 and the year before have definitely not been easy ones in many ways. This is true when it comes to lead generation. Customer behaviors changed, retail gave way to eCommerce and politics really sh...
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Jun
17
Taking Care Of First Time Customer: From Awareness to Advocacy
Today’s customers are spoiled. With saturated markets and easy-to-find information, choice is everywhere. To adapt, eCommerce businesses need to embrace their customer’s journey and cater to the...
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Jun
02
The Art of Saying “Thank You” to Customers
Growing up, we heard from our parents and teachers to always say “thank you” as a sign of showing appreciation. Saying “thank you” shows that you respect and value other people’s effort, whi...
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May
26
Spring Cleaning: LiveHelpNow Reorganizes Admin Panel
Ahhhh, spring! Perfect time for cleaning out old junk, reorganizing, and starting anew. Sometimes, as we spring clean, we find random things that are clearly misplaced. Like, say, a blender in the coa...
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May
24
LiveHelpNow Wins a 2021 Top Performer Award From SourceForge
Good news, folks! SourceForge, the world’s largest software review and comparison website, awarded LiveHelpNow with the Spring Top Performer Award. This award recognizes companies and products with ...
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May
17
Guest Post: Build Customer Loyalty with Personalized Emails
Many brands, naturally, focus a large portion of their marketing activities on acquiring new customers. However, acquiring isn’t enough. Just because a customer made one purchase doesn’t m...
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May
12
Guest Post: FAQ Page: the Secret to Higher Conversions
Here is an interesting statistic: about 96% of the customers visiting a website are not ready to make a purchase! Why are people reluctant, even though they might have interest? To get the answer, on...
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May
11
9 Mobile Optimization Mistakes to Avoid in eCommerce Space
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May
10
LiveHelpNow Introduces KPI Dashboards, a Tool to Monitor Agent Performance
KPI Dashboards – a new way to track contact center Key Performance Indicators. Imagine watching a competitive sporting event without the score. The game would literally be pointless, wouldn...
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May
01
Major update to LiveHelpNow Challenge. Gamification is here.
Major update to LiveHelpNow Challenge. Gamification is here. ...
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Apr
27
Tarrant County Receives Prestigious National Award for Its Live Chat Program
It’s not a secret that whenever people have to deal with the government, they usually expect slow, inefficient service. This scene from Disney’s Zootopia comes to mind: Well, that is absolute...
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Apr
27
Guest Post: How to Grow Customer Relationships Remotely
Customer relationships are the bread-and-butter of a business. Good customer relations are so fundamental to successful business growth that there are entire divisions and careers devoted entirely t...
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Apr
13
Guest Post: 9 Mobile Optimization Mistakes to Avoid in eCommerce Space
Do you need a new bike? A book? Groceries? Phone service? If you do, it is likely you will first go to the place where most people go first to shop for these goods and services. Online. And it is ve...
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Apr
05
Guest Post: Customer retention analytics – everything you wanted to know but were afraid to ask
Oh, how we love our ABCs! We’re talking about the ABCs is sales, of course – “Always Be Closing,” as Alec Baldwin’s character puts it in Glengarry Glen Ross. The motivational slogan i...
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Mar
25
Guest Post: Building Customer Trust Across the Omnichannel Experience
What is the key to winning over modern shoppers? The answer is customer trust. Studies show that 67 percent of shoppers will stop buying from a company that they do not trust. In the current shopping ...
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Mar
23
Showing Empathy Through Online Communications Can Win Customers (and Awards)
Billy and His Motorcycle. There once was a boy. We’ll call him Billy. Billy loved motorcycles. On the weekends Billy would join in the races, which were fun events for him and his entire family. O...
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Mar
16
LiveHelpNow Growth Alert: New Team Members Bring On Their Superpowers
If you could have any superpower, which one would you pick? In business, perhaps, the power of premonition would come quite useful when making major decisions. Or would you prefer the ability to rea...
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Mar
15
Set Up a Live Chat Service and Go Home at 5 o’Clock
As an entrepreneur, you’re in charge of the business. You get to decide if you clock out at five. There. Problem solved, right? ...
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Mar
10
3 Ways to Improve Omnichannel Social Media Customer Service
How many times did you decide against buying something just because you received poor treatment from employees? Most likely more than once. We all have. And that’s how, as business people, we know h...
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Mar
09
Working From Home: Adjusting to Telecommuting
While some people might find this to be an easy adjustment, others, like myself, actually enjoyed their office space. ...
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Mar
03
The. Best. In. The World: LiveHelpNow Challenge Winners Take 2020 Customer Service Awards
Customer service awards are here! The Olympics might have been cancelled in 2020, but that doesn’t mean we can’t have world class winners. Ladies and gentlemen, we present to you the 2020 LiveH...
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Feb
10
Fresno State Navigates the Pandemic to Better Serve Students
The year was 2020. February. The “before”… Of course, no one knew that a pandemic was about to swipe across the globe yet. So everyone went on about business as usual. At California State ...
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Feb
02
Guest Post: How to Build Customer Loyalty With Excellent Customer Service
How do you determine the success of your business? More leads? Higher sales? Or better profits? Irrespective of your metric, one thing that you must ensure is establishing customer loyalty – that’...
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Jan
21
Phifer Weaves Excellency into Customer Support Using Live Chat
Imagine if someone flew to your side when you had a problem. Didn’t come, didn’t walk, didn’t run but immediately flew. That is what happened to a company in Virginia. One morning there was a ...
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Jan
12
5 Psychological Principles That Fuel Great Customer Service
As a customer experience writer, I’m always on a look out for great customer service stories. Here is one of my favorites. After a long day in Phoenix, AZ, I needed a quick pick-me-up. I found a...
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Jan
04
Guest Post: Three pricing strategies to stand out in a crowd
When it comes to small business, what are some winning pricing strategies? Digital transformation got an incredible speed boost in 2020. The online market is now more crowded than ever. Marketers tr...
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Dec
21
Guest Post: Balance Between Automation and Live Customer Support
“Live chat is the best method to deliver customer service.” “More customers use chatbots for self-service because they don’t want to wait for operators to connect to the chat.” Such contradi...
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Dec
15
New Year, New Us: LiveHelpNow Introduces New User Panel
Who does not like a good makeover? Gee, after the year we all had, everyone of us deserves one for sure. Makeover for more fierceness in 2021! To help our customers enter the new year with a new c...
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Dec
11
Guest Post: A Guide to Merchant Services for Small Business
If you’re a small business looking to offer your customers more ways to pay, you’ll need to acquire merchant services. But what are merchant services, and how do you find the right provider for yo...
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Nov
30
Guest Post: 5 Tools You Need to Start a Remote Online Business in 2021
Even before the COVID-19 pandemic, more and more entrepreneurs were exploring the options of remote online business. In a 2019 survey conducted by Buffer, the data showed that 31% of respondents were ...
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Nov
20
5 Tips to Manage Increased Holiday Traffic
As much as we’re all looking forward to the year 2020 to end, it’s not over until the clock strikes midnight. Until then we still have some work to do. Holiday season is upon us and, as ever...
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Nov
13
Top 10 Resources for CX Professionals: Everyday Motivation Sources
What do a customer experience professional, a yellow flower, and a bumble bee have in common? (Besides the obvious, which is the fact that they all bring joy to the world, or course!) They all want t...
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Nov
06
Customer Service Agent Burnout: Pandemic and Beyond
Oh, the year 2020…It will definitely go into history books as…well, something. Between the pandemic, natural disasters, election year in the United States, and so, so much more, there i...
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Oct
30
Top 3 Reasons Your FCR Rates are Down
Having to repeat oneself multiple times is probably one of the most annoying things humans experience on the daily basis. Just ask your mom. Or, better yet, your customers. According to HubSpot r...
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Oct
08
4 Signs that a Contact Center is Failing (And How to Fix It)
There are few things in life we cannot predict. Earthquakes. Which team will win the Super Bowl. What else the year 2020 has in stock. (The last one is truly scary.) Other things, however, we can fo...
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Sep
30
Contact Centers in 2020
It’s 2020. It’s a major election year. Parts of the U.S. are up in flames. Other parts of the country are facing major hurricanes. We all are dealing with is a national health pandemic. There is c...
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Sep
25
Best Practices for Remote Contact Centers in 2020
Best Practices for Remote Contact Center Interesting fact #1: People born blind have heightened sense of hearing, touch, and smell. This happens because their brains are able to rewire connections and...
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Sep
21
Top 5 Call Center KPIs to Measure for Success
You might think you have the best call center and support team in the world. But can you prove it? Your call center support team is an important part of your omnichannel support strategy. Regularly me...
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Sep
16
How to Motivate Contact Center Agents: Lessons From Kindergarten
What if we told you that 74% of your employees are at risk of burnout? That a third of your workers will leave your company within three years. And the turnover rate among your team members is project...
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Sep
15
First Words Matter: Guide to Customer Greetings
You never get a second chance to make a first impression. Will Rogers was on to something when he said that, and we think the theory applies to customer greetings. For customer service providers, ...
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Aug
03
Major update to LiveHelpNow Challenge. Gamification is here.
Hey, Friends! We’d like to let you in on a little secret. Only a few of our customers may know that LiveHelpNow also owns and operates HelpSquad (helpsquad.com), a 24/7 call center employing 30...
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Mar
18
Coronavirus: Coping with Anxiety
What would you do if you had nothing, but time? Well, maybe not completely nothing. You’d still have a roof over your head, food in your pantry, and your family by your side. And then you’d have t...
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Mar
16
COVID-19: Our Response to the Outbreak
In the midst of global COVID-19 pandemic, it’s easy to give into the panic. Schools and business closures, grocery and supplies shortages, and announcements of new cases of the coronavirus daily h...
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Mar
03
5 SMS Marketing Mistakes and How to Avoid Them
When it comes to business, you want to stay in contact with your customers. But, you also want to reach out to them without bothering them. If you do it properly, you can accomplish this through text ...
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Jan
24
Here Comes the Bride… and She’s Using Live Chat Text Messaging
As a local, family-owned, brick and mortar business, we are always looking for ways to differentiate ourselves and stay relevant. Our store, Darianna Bridal & Tuxedo in Warrington, PA, dresses t...
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Jan
15
Chatbots: The Business Guardian Angel!
Chatbots, a form of artificial intelligence, conduct chat through auditory or textual methods. Their purpose is to help businesses answer customers as any human agent would do. Interesting, isn’t it...
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Jan
02
5 Ways Technology Will Influence The Future Of Customer Service
For any business to excel, impeccable customer service is simply non-negotiable. Great customer service will not only pull in new clients for you, but it will also improve customer loyalty. Whether ...
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Dec
17
Omnichannel Customer Service: Method to Madness
Imagine calling your friend one day to talk about a problem you’re having with your mother. You call, chat, and explain the problem to her. You discuss your feelings and possible solutions. Then y...
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Dec
13
6 Cross-Selling and Upselling Tactics that Work
“Would you like fries with that?” These are arguably the 6 most common words spoken in fast food restaurants around the world. The same question is also responsible for a significant percentag...
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![Guest Post: Multilingual Customer Support [Infographic]](https://livehelpnow.net/wp-content/uploads/2019/12/multilingual-456774_1280.png)
Dec
09
Guest Post: Multilingual Customer Support [Infographic]
“Is it worth investing in multilingual customer support solutions? After all, English is omnipresent globally, and billions of people understand it well. Let’s go with this language for customer s...
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![6 Small Business Tips for Tracking Customer Service Issues on the Cheap [Infographic]](https://livehelpnow.net/wp-content/uploads/2012/04/man-holding-u-s-dollar-banknotes-and-black-leather-bi-fold-929288.jpg)
Dec
05
6 Small Business Tips for Tracking Customer Service Issues on the Cheap [Infographic]
The sky is blue. Water is wet. Elvis is the King. Great customer service will get you loyal customers… These are all well-known facts. If you ask a satisfied customer of a major brand (i.e. Am...
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Dec
02
Customer-first: Lessons From Small Town Shop
I live in a small town. It really is a charming place, with community events, homey book stores, a historic movie theater, and even a record store. Small towns are said to be the heart of America and ...
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Nov
25
Customer Feedback: It’s Now or Never
A few years ago my family and I took a summer trip out west and stayed at a Sleep Inn hotel in Idaho Falls, ID. Years later I still recall our experience. What can be so special about a road-side bu...
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Nov
21
Why Creating a Customer-Obsessed Culture Shouldn’t be Your New Year’s Resolution
Ah, New Year’s resolutions. We make them every year. We have every intent of running those miles, cutting those calories, reading that book, taking that course, learning how to crochet…you get...
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Nov
18
Guest Post: Social Media Customer Service – 5 Reasons to Care
A few weeks ago, I was researching a company that offered a certification in which I was interested. I decided to check that organization on Facebook. I went to the company’s Facebook page to check ...
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Nov
13
Customer of the Future: As Told By Wall-E
Remember Wall-E? Pixar’s little trash compactor spent his days cleaning up trash on now inhabitable planet Earth, liked Hello, Dolly! the movie and fell in love with an alien robot. The heartwarmi...
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Nov
04
8 Customer Experience Experts: Best Practices – SmallBizCX Recap
Customer experience experts always advise focusing on the customer. That is what makes a company stand out from the competition. Imagine you go to a park and you’re in need of a snack. There are thr...
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Oct
30
The Pros and Cons of “Live Chat” Support vs. Traditional Phone Support
As a self-admitted anal-retentive personality, I have a strong passion for lists. List-making makes me feel organized and like I have my life together. The opportunities for list-making are many… Gr...
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Oct
28
Magical Customer Service: Respect Your Customer, Respect Your Team
As kids, we were always told to use magic words: “please,” “thank you,” and “I’m sorry.” And while we obliged and learned that those are polite things to say, we, perhaps, never looked i...
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Oct
24
Always Be Amazing: A Lesson in Lombardi Time with Shep Hyken
Vince Lombardi was a great football coach. But, he was an even more amazing leader. Why? Because, the Green Bay Packers coach held himself, his team and his coaching staff to a higher standard. ...
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Oct
21
The Power of a Story: 4 Steps to Inspire Customer-Led Storytelling
Imagine a billboard for your brand everywhere you go. One in the coffee shop. One in the grocery store. Two at your doctor’s office. Elleven at your industry convention. What am I talking about? Y...
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Oct
15
Dogs are Customers, Too: Brands with a Dog Customer Experience
People love their pets. According to a Harris Poll survey, 95% of all pet owners consider their pets to be members of the family. The same study also found that pet owners show their love for their fu...
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Oct
11
Get Wacky With It: Make Your Customer Experience Memorable
A couple of years ago I traveled to Albany, NY for work and booked an AirBnB room. Once I booked, I got the usual email from the owner of the property with the check-in instructions. But there was som...
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Oct
08
Triggered by the 7 Service Triggers: Know What Sets Your Customers Off
Everyone has a pet peeve. For me, it’s loud chewing. I (and I cannot stress this enough) absolutely hate when someone obnoxiously chomps away on their food. Shockingly, I’ve encountered plen...
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Sep
17
3 Reasons You Should Attend #SmallBizCX19
#SmallBizCX19 isn’t your typical business conference. For starters, it’s 100% online and 100% free. Secondly, and most importantly, it is centered around improving your business’s customer e...
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Sep
16
Six Ways to Make Your Customer Service Agents Love Their Jobs
It’s not a secret that happy employees make happy customers. When employees love their jobs, their work performance and engagement is better. With more effort comes higher efficienc...
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Sep
05
20 Customer Experience Influencers You Should Follow NOW
“Those people who develop the ability to continuously acquire new and better forms of knowledge that they can apply to their work and to their lives will be the movers and shakers in our society fo...
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Aug
21
What Will the Future Be Like? Customer Experience Experts Weigh-In
Are you ready for the future? Let me rephrase that…is your business ready for the future? There’s only one way to find out. You’ve got to put your ear to the ground, do some research...
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Aug
16
Human After All: Experts Tell How to Make Customer Experience Personal
In any business keeping up with your competitors is an important thing. Standing out in a crowd of companies that offer products and services similar to yours, is yet another challenge. And it’s ...
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Aug
14
How Swanson Health Delivered Superior Customer Service During 137% Growth in Chats
For nearly 50 years, Swanson Health has been committed to delivering “wellness solutions that help people live simply healthier together.” They’ve also been committed to engaging with their cust...
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Aug
09
Disney Customer Experience: The Magic of No Worries
?As soon as you walk in and see the statue of Walt and Mickey you are immediately back to being a little kid. It’s magic??? ~ Kim Magic. That is one word that keeps popping up time and again when we...
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Jul
31
12 books That Will Turn You Into A Costumer Experience Superstar
For millenniums, humans and books grew and evolved together. Today, as millennials become the predominant generation, books seem to have started giving way to digital media and human interactions too...
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Jul
30
10 Golden Rules for Providing Successful Customer Service
You could also use reliable virtual data room solutions to store crucial data online and enable safe and secure data sharing across the board “Treat others as you would want to be treated....
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Jul
24
5 Ways AI is Personalizing the Customer Experience
Every week, I get an email from Netflix that alerts me to a new series (or a new documentary) that I might like based on my previous viewing choices. The mobile app, Bandsintown, periodically sends me...
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Jul
19
Don’t Be a Creep: Five Steps to Customer Profiling
If you ever talked about the nuances of a World War II battle to a friend who doesn’t care about history, talked about baseball to someone who doesn’t watch sports, or tried to discuss a piece of ...
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Jul
16
How CPAP.com Improved Their Customer Satisfaction Scores by 15% with Live Chat
Established in 1999, CPAP.com has been dedicated to providing affordable Sleep Apnea equipment and superior customer service to its clients for 20 years. According to their website, whether the CPAP...
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Jul
12
How to Use Help Desk Tools to Be a Proactive Customer Service Hero
“An ounce of prevention is worth a pound of cure.” The author of the famous wisdom, Benjamin Franklin, might have not spoken about customer service specifically. But we will go ahead and apply it ...
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Jul
10
A Tool that Makes a Difference: Ticket Management System
“It’s hard to make a difference when you can’t find your keys” It’s hard to make a difference when you can’t find your keys – one of my favourite #book title...
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Jul
02
Understanding The Customer Lifecycle Management Process in 5 Easy Steps
The term customer lifecycle management sounds like a topic that would be suited better for an MBA thesis than a small business strategy. It involves understanding concepts that include the key factors...
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Jun
28
4 Brands Delivering A Live Chat Customer Experience Worth Tweeting About
It isn’t easy for companies to forge a human connection with their customers through live chat. In truth, building a meaningful B2B or B2C relationship via live chat takes a hell of a lot more str...
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Jun
26
Six Steps to Successful Customer Journey Mapping
Customer journey mapping – what is it? “Try to see it my way, Only time will tell if I am right or I am wrong. While you see it your way There’s a chance that we may fall apart before to...
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Jun
21
6 Ways You Can Get Quality Customer Feedback
Running a business without asking your customers’ feedback is like trying to cross a busy street with headphones plugged into your ears while playing Angry Birds on your phone. If you think cus...
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Jun
19
4 Email Support Tips to Up Your Customer Service Game
Despite new technologies, email communications remain relevant. How can customer service representatives use them effectively? Haircut. Email. Customer Service. A while ago a friend of mine went to g...
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Jun
13
Customer Experience Expert Round-Up: 6 Brands That Are Getting it Right
Customer experience horror stories are rampant. Everybody has one. On any given day, you can turn on the news or scroll through social media only to find countless narratives that detail nightmare va...
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Jun
11
5 Ways to Make Employees – And Customers – Happy!
Happy employees result in happy customers. We discuss five ways to enhance employee job satisfaction. When employees love their jobs, their work performance is better. In turn that makes customers hap...
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Jun
06
20 Ways To Make The Live Chat Experience More Personal
Yes, people want speed and convenience. But, what they really want is a personalized experience. Have you ever called a customer service line in desperate need of assistance only to be greeted by an ...
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Jun
05
Improving CX: 5 Ingredients for Successful Customer Experience
Companies that score high in customer service are doing something right. We examine their customer experience strategies using five evaluation categories. What do Chick-fil-A, Trader Joes, Aldi, and A...
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May
31
6 customer service strategies to help you beat the competition
Unless you’ve unlocked the secret of cold fusion or cured the common cold, your business has competition. Separating yourself from that competition involves more than just lowering prices or bea...
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May
28
7 tips for boosting your call center’s FCR (First Contact Resolution) rate
When is a business delivering the best customer service possible? It’s when zero customers interact with customer service. This may sound counter-intuitive, but it’s true. Do you call your credit ...
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May
28
Three Ways to Improve Human Customer Service Without Extra Costs
“Are you a real human?” We get this question all the time when we start our virtual chat sessions here at LiveHelpNow. Our customers don’t want to talk to robots. They want human customer se...
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May
23
5 Tips Towards Delivering Consistent Customer Experience
Last week, I had an overcharge issue with my phone provider. A tweet mentioning the service provider got me a prompt response from the official Twitter account. I was advised to call the service cente...
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May
07
Closing the Generational Gap in Workplace
“Don’t make fun of your mother for needing help with her computer. She taught you how to use a spoon!” The popular online meme’s got a point. In the ever-changing tech world, the younger gener...
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Apr
26
Leadership and Followership Learned From Dance
Sometimes the most valuable lessons in leadership and followership come from outside the office. Meet Mario Che and Jeanette Fiallo, Latin dancers from Florida. Photo by Ray Lopez Photo by The Scene M...
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Mar
15
Bad Enough that Customers Aren’t Always Right…What If Your Customers Are Just Plain Dumb?
Before you get offended by the title…just hear us out. As we take this moment to acknowledge the existence of stupidity, we promise to do it as respectfully as humanly possible. We aren’t the ...
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Feb
21
Cure for the Mondays – Bring Joy to your Workday
It’s Monday! Are you dreading the upcoming work week? If so, chances are that it’s not the tasks at hand that are bothering you. It’s not the upcoming meetings and conference calls, and itR...
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Feb
04
New: Translate SMS chats, Find untagged chats, Merge tickets
The following improvements were released on February 3rd, 2019: SMS Live Chat translation LiveHelpNow text-to-chat feature finally gets translation service, you will now be able to translate live chat...
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Jan
18
AI Suggested Responses: Improving The Customer Experience
Businesses are beginning to realize that the easiest path to higher sales is to roll out the red carpet for their customers. According to a study conducted by Forrester, 72% of businesses say improv...
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Jan
14
Automated Live Chat Agents Are Going To Take Our Jobs. Or Aren’t They?
Typically, major technological advancements generate a sense of excitement. However, they also have the ability to create controversy. Often there is an underlying concern that rapid innovation will ...
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Nov
15
How to Make People Like You in 90 Seconds in Online Chat
In the sales and customer service field, making the customer like you is crucial to providing good service. It’s already a challenge to make someone like you in person. But when all you have is a c...
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Oct
29
Tag, You’re It! – Win the Customer Service Game with Auto Tagging
When you are tagged in sports, it means you’re out of the game (just like this little baseball player pictured). But when it comes to help desk tagging, a tag means that you are winning the cust...
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Oct
25
Dealing with a Customer Service Crisis When Your Client Is an Extremely Irritated Sasquatch
Any flourishing business must be prepared to deal with “monster” clients. Are you ready to handle a crisis when your customer is an extremely irritated Sasquatch? You may think it’s a myth. You...
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Oct
16
8 Ways to Build Customer Loyalty That Do Not Resort to Hypnosis (and One That Does!)
Customer loyalty is highly important to any successful business. In order for your business to be financially healthy, you want to reduce customer churn (without resorting to any drastic measures such...
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Oct
11
Chats by Chat Window and Canned Responses Stats Reports
Hey there! We released a couple new reports today in Analytics: Chats by chat window stats. You will now be able to access reporting on how many times customers use each of the chat windows that you s...
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Oct
10
How to Be Productive With a Piñata Full of Bees Hanging Above Your Head
This can happen to anyone. You sit down at your desk to work and you notice that there is a piñata full of bees hanging above your head. How did it get there? Where did it come from? These question...
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Oct
04
6 Reasons You Should Let Your Customers Text You
Your customers want to text! Did you know that LiveHelpNow offers a unique feature that lets your customers text your business landline, and have that conversation routed to a live customer service de...
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Apr
30
Benefits of Live Chat Apps for Real Estate Agents
As a real estate agent, you’re regularly at the beck and call of homebuyers who need your assistance at every stage of the buying process. Live chat apps for real estate agents can help keep communi...
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Apr
30
How to Improve Trust with Customer Support Software
A poor attitude and lack of confidence toward your business can spell major trouble. Studies have shown a direct correlation with lack of trust and customers jumping ship to another brand. While it’...
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Apr
19
NEW: Terminate chats with time delay, automatic messages for idle chat sessions
We would like to tell you about the recent LiveHelpNow Live Chat System update carrying two worth noticing features. Ability to end chat with a time delay. Imagine a chat session where the last...
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Apr
16
Live Chat Apps: 5 Eye-Popping Statistics to Improve Your Customer Service
Customer service is becoming faster and more competitive than ever before. Live chat apps along with customer service data can drive a strategy that helps better serve your customer base. If you’re ...
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Mar
23
What are the Best Trends for Live Chat Apps in 2018?
When it comes to customer service, live chat apps hit the mark on many levels. It provides an instantaneous solution to connecting with customers and helping to solve problems. Live chat apps also bui...
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Mar
01
Choosing the right Help Desk Software for Customer Support
How to Streamline Customer Communications with Help Desk Software As customers are tweeting at your brand and blasting off support e-mails during all hours of the day, it’s no surprise that customer...
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Feb
23
6 Reasons Why You Need Live Chat Support
In today’s digital world, customer service is a race against the clock. Responsiveness to customer inquiries is critical, and instant gratification makes those customers want answers faster than eve...
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Feb
15
Tracking Conversions influenced by Live Chat and Email Support interactions
LiveHelpNow Launches Conversion Tracking for Your Live Chat Sessions and Support Tickets The best part of tracking anything is when you finally catch it. That’s a great moment, as you can see in...
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Feb
05
Facebook Integration
LiveHelpNow Help Desk Software allows companies of all sizes to interact with their customers via Live Chat, SMS/Text, Email , Traditional Phone, Twitter and now…Facebook! Yes, LiveHelpNow can ...
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Jan
10
New report: Tickets by Source
Ever wonder what percentage of support tickets your account receives comes from email and how many via Twitter or Facebook posts? Or how many are submitted by agents vs customers? Well now you can see...
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Dec
09
5 Ways to Overcome Sales Reluctance
A lot of businesses hinge a big majority of their bottom line from their sales profits. That’s why it ‘s no wonder that selling is such an important part of our everyday working atmosphere. Despit...
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Dec
09
The things that scare us about SEO for small businesses
Working closely with small business has given us a great insight into the day-to-day challenges small business owners face. One of them is staying competitive in an increasingly online-dominated world...
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Nov
25
Security incident Nov 23rd, 2017
BETHLEHEM, PA – LiveHelpNow has identified a cybersecurity incident in which an attacker was able to compromise one of our CDN (content delivery network) servers and amend HelpOut widget JavaScrip...
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Aug
22
LiveHelpNow updates August 21st
The following updates were released today: Eventing API (webhooks) will now send chat dates in the account’s time zone set in Admin Panel->My account->Account info Eventing API (webho...
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Aug
03
Wishes Can Come True with Secure Forms
Did you ever wish you had a secure way to receive or exchange sensitive information within a chat? Collect orders right within chat window?! Well, wishes sometimes do come true, especially if you co...
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Jul
28
Take the LiveHelpNow Challenge and Kick Start Your Success
Sometimes a little healthy competition is just what you need to help kick start your success. As you can see, there’s really nothing like victory to put a happy smile on your face. If you want...
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Jul
20
Geeks Rule: How to Look Smart and Influence People with LiveHelpNow’s Knowledge Base
Everyone wants to look smart. Let’s face it, geeks rule. Now you can look smart and help your clients at the same time with a knowledge base system from LiveHelpNow. More than 80% of consumers le...
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Jul
13
Chat Sessions Going off the Rails? Sentiment Analysis Helps Put You Back on Track
Live Chat is all about keeping customers happy and shopping carts full. If a Chat session is going off the rails, Sentiment Analysis from LiveHelpNow helps put you on the right track. Good customer...
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Jul
06
Need Help? This is the Kind of Ticket you Want to Get
Most people try not to get tickets—but with LiveHelpNow, we make it easy for you to get the kind of ticket that boosts your business profile and your customer happiness. Trying to manage customer c...
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Jun
16
Can It! Save Time with Canned Responses During Your Chat Sessions
Answering the same questions repeatedly can be frustrating. Worse yet, it can reduce the efficiency of your chat agents. What is a live chat agent to do? Create canned responses! Canned resp...
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Jun
01
The Only Thing Certain in Life is Change
Fortunately, change is sometimes for the better. Here’s an example. Just like old-fashioned land line telephones replaced smoke signals, carrier pigeons, and shouting at the top of your lungs from...
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May
12
When You Need Professional, 24/7 Customer Service, HelpSquad Comes to the Rescue!
It’s a given—top-notch customer service boosts sales, converts leads, and keeps your customers happy. It’s also a sure bet that missed calls, inaccurate information, and rude Chat agents can m...
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May
04
Your Most Effective Customer Service Tool: Live Chat from LiveHelpNow
Only a few years ago, online chat was a new feature for website visitors. Customer expectations were low because of dropped chat sessions, lack of responsiveness, and long lag times. And, let̵...
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Apr
27
The Tools You Need to Help Your Customers—Fast
Patience may be a virtue, but it’s not a virtue most customers have these days. Today’s consumers are more demanding than ever before. They want customized, knowledgeable customer service that s...
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Apr
07
Just released: Folder organization of canned content, new shortcuts and more…
Based on numerous user feedback the following updates were released: Significant improvement of chat speed in the operator console. Switching from chat to chat is now blazingly fast! New shortcuts. F...
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Mar
02
Introducing Animated GIFs for Live Chat
Sometimes words just aren’t enough. It might seem odd for us to say that since providing our clients with world-class chatting capability is a big part of what we do here at LiveHelpNow. But, as you...
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Feb
25
SendInBlue – LiveHelpNow Live Chat integration
LiveHelpNow help desk software collects a lot of useful information about your customers. The integration with SendInBlue will allow for easy transfer of live chat customer information into your SendI...
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Feb
25
Need a Friendly Word of Advice about Your Website? Don’t Take Another Step.
When you are about to make a mistake, don’t you wish someone would open your eyes and tell you? You put a lot of work into getting your website right, promoting your brand and your product. Your L...
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Feb
20
Securely exchange confidential forms—from within a chat session or via email
Boost Data Security and Success with Secure Forms Until now, it was impossible to collect confidential or order information in a chat or email. Why? Because chat and email provide clear text communica...
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Jan
22
Audience overview, tickets by hour and optimized chat session transfer
Release 5.8.34.2 Release contains the following additions and optimizations Audience overview added to Main Overview report showing volumes of visitors/chats per region Tickets by hour report, repor...
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Dec
15
Increase Your Website Conversions and Speed
Your website is your “digital face” as well as your most efficient conversion and sales mechanism. But does it produce the results you want? Let’s set our priorities straight. Later in this art...
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Dec
12
Take a Customer Service Challenge You Can’t Lose
Here’s a challenge where you win—no matter what. It’s a whole lot easier than, say, the challenge of escaping from a big maze, which we don’t recommend you try since that’s how we lost our...
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Nov
28
The Next Big Thing is Here: Landline Texting
artsvector / Pixabay You read that correctly. LiveHelpNow pioneered the technology that allows customers to text a landline phone number and receive a response, just as you would between mobile devi...
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Nov
28
How to Keep Your Customer Service Agents Happy
It’s no surprise that happy customer service agents mean happy customers. Just imagine, if you were to get on a call or a chat with a customer service agent who sounds like they woke up on the wrong...
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Aug
29
4 Tips to grow Sales using Live Chat
One of the problems with Online Business is that customers are disconnected from a live person who can answer their questions in real time. Without the required information at the right time, customer...
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Feb
23
Design Tips to Revamp Your Website
Everyone dreams about starting fresh for the new year. Why not give your business the same opportunity with a new look for your website? With brick and mortar and eccommerce operations alike, an incre...
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Jan
13
Making Readers Feel: Using Emotion to Promote Your Content and Brand
Few marketers would disagree that emotion drives response. Yet pulling off a successful emotionally engaging campaign, especially for smaller brands with less name recognition, is easier said than don...
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Dec
07
Landline SMS Chat is Here!
We are happy to announce that we are rolling out a revolution customer service! The time has come to announce LiveHelpNow is now offering landline texting! Why would your business need landline tex...
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Dec
02
The Art of Promoting Your Brand via Niche Influencers
If quality content is the heart of content marketing, then engagement is its arteries. If you’ve given content marketing a go, hopefully you’ve identified your target audience, delineated its uniq...
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Nov
16
10 Travel Instagrams Worth the Follow
Because (apparently) we can’t all be professional travelers, Instagram is bursting with eye candy inspiration for your next getaway or daydream. We may not be able to physically follow these adventu...
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Nov
09
Why Niche Content Marketing Trumps SEO Every Time
There has been much ado about Search Engine Optimization. Knowing that most customers rarely get past the first page of search results, companies have been quick to invest in SEO, the process of maki...
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Sep
29
Live Chat is Dead: Long Live the Text!
Yes, you read that correctly. LiveHelpNow, the chat software company is declaring that traditional chat for customer service is a thing of the past. Have you ever been on a website and needed to ask ...
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Sep
28
Should you outsource your customer service and sales teams?
Customer service teams are notoriously major cost centers in any business. Between training people, paying their salaries, and spending countless hours solving customer problems- those numbers start t...
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Sep
16
LiveHelpNow’s own highlighted speaker at CUFP conference
In striving to stay on the cutting edge of innovative software development, LiveHelpNow has transitioned much of our code base into the versatile Elixir environment. The transition process found us...
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Sep
10
HelpSquad Partnership with LiveHelpNow
It’s been a busy month for us, after recently being named to the Inc. 5000 list, we are excited to share more good news. We are happy to announce that HelpSquad, LLC, a live chat an...
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Aug
24
LiveHelpNow Makes the Inc. 5000 List!
As a leading provider of fully-featured customer service software, we are proud to announce we have been named to the Inc. 5000 list of fastest growing companies. LiveHelpNow was ranked #4 in P...
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Aug
05
How Cloud Technology is Shaping SMBs Productivity
Long time back ‘Cloud Computing’ entered the world of technology. Since, then hosted services are used by billions of corporations from all around the world. The capabilities of cloud computing ha...
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Jul
08
Nutshell Integration
LiveHelpNow help desk software collects a lot of useful information about your customers. The integration with Nutshell will allow for easy transfer of live chat information into your Nutshell peopl...
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Jun
24
Freshdesk Integration
LiveHelpNow help desk software collects a lot of useful information about your customers. The integration with Freshdesk will allow for easy transfer of live chatter information into your Freshdesk ...
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Jun
02
Capture Twitter mentions and support customers with Twitter-to-Ticket
Integrate your company Twitter account with the LiveHelpNow Ticketing system and act on socially driven support inquiries and sales opportunities. Manage your social footp...
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Jun
02
NiftyQuoter Integration
LiveHelpNow help desk software collects a lot of information about your customers. The integration with NiftyQuoter will allow for easy transfer of live chatter information into your NiftyQuoter clie...
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Jun
02
LiveHelpNow Insightly Integration
LiveHelpNow customer service system collects a lot of information about your customers. The integration with Insightly will allow for easy transfer of live chatter information into your Insightly ac...
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Jun
02
JangoMail Integration
LiveHelpNow customer service system collects a lot of information about your customers. The integration with JangoMail will allow for easy transfer of live chatter information into your JangoMail ac...
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May
28
LiveHelpNow Chat Solve 360 Integration
LiveHelpNow help desk software collects a lot of information about your customers. The integration with Solve360 will allow for easy transfer of live chatter information into your Solve360 account f...
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May
28
LiveHelpNow ClinchPad Integration
LiveHelpNow help desk software collects a lot of information about your customers. The integration with ClinchPad will allow for easy transfer of live chatter information into your ClinchPad account...
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May
26
PipeDrive LiveHelpNow Live Chat Integration
LiveHelpNow help desk software collects a lot of information about your customers. The integration with Pipedrive will allow for easy transfer of live chatter information into your Pipedrive account...
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May
26
PipelineDeals LiveHelpNow Live Chat integration
LiveHelpNow help desk software collects a lot of information about your customers. The integration with PipelineDeals will allow for easy transfer of live chatter information into your PipelineDeals...
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May
24
LiveHelpNow ConstantContact Integration
LiveHelpNow help desk software collects a lot of information about your customers. The integration with ConstantContact will allow for easy transfer of live chatter information into your ConstantCont...
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May
24
LiveHelpNow Live Chat Capsule CRM Integration
LiveHelpNow help desk software collects a lot of information about your customers. The integration with Capsule CRM will allow for easy transfer of live chatter information into your Capsule CRM acc...
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May
24
LiveHelpNow HubSpot Integration
LiveHelpNow help desk software collects a lot of useful information about your customers. The integration with HubSpot will allow for easy transfer of live chat information into your HubSpot account...
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May
24
LiveHelpNow Live Chat with Agile CRM Integration
LiveHelpNow help desk software collects a lot of information about your customers. The integration with Agile CRM will allow for easy transfer of chatter information into your Agile CRM account for ...
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May
24
MailChimp LiveHelpNow Live Chat Integration
LiveHelpNow help desk software collects a lot of information about your customers. The integration with MailChimp will allow for easy transfer of chatter information into your MailChimp account list...
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May
23
LiveHelpNow GetResponse Integration
LiveHelpNow help desk software collects a lot of information about your customers. The integration with GetResponse will allow for easy transfer of chatter information into your GetResponse account fo...
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Apr
13
Using E-Mail profiles to personalize outgoing email
Email forwarding from within our System has been essential for customers to stay up to date with the Status of their Tickets, Track Statistics, and review Chat Transcripts. The benefits have been grea...
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Feb
27
LiveHelpNow Live Chat Integration with ZenDesk
LiveHelpNow help desk software features enterprise class email management system tightly integrated with LiveHelpNow live chat system producing integrated contact history, chat to ticket and ticket t...
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Feb
04
Chat Sentiment Analysis is Here
A common issue that people have with texting, emails, and live chat alike is that it’s hard to read how the person you’re talking to is feeling. Unless they’re padding their message...
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Feb
04
Announcing Live Chat Sentiment Analysis!
LiveHelpNow is proud to announce the release of an amazing new feature, Sentiment Analysis! LiveHelpNow continues to be an innovator in the customer service software space, providing unique solutio...
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Dec
23
Are Your Spelling Mistakes Costing You Customers?
They say you only get one shot at a first impression. In the world of customer service, that first impression often comes in the form of text, and where there’s text- there’s massive spell...
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Dec
09
7 Reasons You Should Invest in Knowledgebase Software
Having a knowledge management system is no longer optional. In fact, even if you haven’t specifically thought about it, your company probably already has some sort of knowledge management system (a...
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Nov
11
Manage email/ticket workflows with Ticket Triggers
Email-Ticket Management is a complete help desk solution that keeps your business communications organized and efficient. All the support emails, web form submissions, and Twitter tweets you receive ...
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Oct
17
What Does the LiveHelpNow Challenge Mean for YOU?
These days, customer service is king. Companies like Amazon are constantly heralded for their exceptional customer service, and their constant willingness to go above and beyond for their customers. ...
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Sep
26
Search every word in your chat history, Automate chat greetings, and Add external watchers to tickets.
You can now search through all the text in your chat history, automate chat greetings, and enable secured chatting on unsecured pages without making code changes. A new beta feature has also been intr...
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Sep
10
Improved Analytics and Ticket Surveys help you capture more customer feedback
We’ve updated the look and feel of the charts and graphs in LiveHelpNow Analytics to make them more accessible & responsive. View & Sort Chat, Ticket, and Call history using multiple ta...
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Sep
09
The Buying Process and The Impact of Technology
You’re not imagining it: Consumers are more impatient than ever before. According to the National Center for Biotechnology Information, attention spans are shrinking – dropping from 12 seconds in...
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Aug
19
How, When, and Why They Buy? The Psychology Behind Online Buyer Behavior
If you are a business owner, the one thing you can never be sure of is customer behavior. It can seem less complicated to make your yearly budget, audit your inventory or file your self-employed busi...
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Jul
24
How to Boost Your Productivity by Outsourcing
Whether you’re a small business owner, solo entrepreneur, or just a hard working person trying to get more done in less time, you can maximize your productivity by outsourcing. A lot of people ...
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Jul
09
June LiveHelpNow Challenge Winners Released
We are proud to announce The LiveHelpNow Challenge Winners! We would like to congratulate the top ranking companies who provided excellent customer service in the month of June! The LiveHelpNow chall...
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Jun
23
5 Things Your Business Needs to Stop Doing Right Now
Running a business is exhausting, its time-consuming, and it can easily take over your life. When something takes over your life, it can majorly cloud your judgment. When something clouds your judgme...
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May
23
How to Respond to E-Mail Complaints Effectively
As a commercial business providing any kind of service or product to the general public, you are likely to find that you occasionally get feedback that is less than positive. You might provide fantas...
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May
02
The April LiveHelpNow Challenge Winners Released
We are proud to announce The LiveHelpNow Challenge Winners! We would like to congratulate the top ranking companies who provided excellent customer service in the month of April! The LiveHelpNow chal...
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Apr
10
DIY Content Marketing: Realistic Rules and Tools to Get You Started
If you are a business owner, by now you have heard the hype about content marketing. You may have heard that traditional marketing is not going to deliver dependable results, as it has in years past....
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Apr
10
LiveHelpNow secured against OpenSSL heartbleed
At LiveHelpNow we pride ourselves on maintaining a private and secure environment for our customers and their data. We employ financial grade security measures in both our hardware and software appli...
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Mar
26
Announcing The LiveHelpNow Customer Service Challenge!
LiveHelpNow is pleased to announce The LiveHelpNow Challenge, a monthly ranking that measures the top 100 companies providing exceptional customer service-measured by LiveHelpNow’s customer servi...
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Mar
14
Negotiation skills – are they the key to success in business?
There are two types of people in the world – those who enjoy haggling to get the best deal, and those who would rather avoid it if they could. Even if you’d prefer a visit to the dentist than...
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Mar
10
LiveHelpNow and Telinta Work Together to Provide B2C Solutions for VoIP Service Providers
Telinta, a global leader in cloud-based switching and billing solutions for VoIP service providers, is working with LiveHelpNow to offer business-to-customer engagement solutions to Telinta customers....
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Mar
04
Announcing the Beta Release of Visitor Triggers and Lead Scoring
LiveHelpNow is pleased to announce the Beta release of Real-time Visitor Triggers and Lead Scoring! These powerful tools bring you closer than ever to your client base, all while equipping your opera...
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Feb
27
Personalize Ticket Emails and Convert Calls to Tickets
In addition to customizing ticket emails in full html, you can now personalize email templates further by including the name of the operator that is working on the ticket in the status updates custome...
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Feb
19
Save Filters for Tickets and Access your Media Library
LiveHelpNow Email-Ticket Management includes a Ticket Filter to sort through customer inquiries with absolute precision. The Ticket Filter makes it easy to search for past resolutions to current is...
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Feb
18
Customer Service Cornerstones For Your Online Business
As a business owner and a consumer, you know that a company’s level of customer service can make or break a customer’s loyally and commitment to a brand. Unfortunately one drawback of running a...
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Feb
07
Important Statistics for Your Business in 2014
Two months into the new year, most of us have abandoned our new years resolutions. While the motivation for self-improvement may be waning, we should avoid losing our annual perspective on business. ...
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Feb
04
New Features Coming to LiveHelpNow in 2014
LiveHelpNow Customer Service Software Rated #1 for 2014, with additional features coming soon… Visitor Triggers with Lead Scoring for the Live Chat System Visitor Triggers will...
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Jan
20
Managing Email Overload with Mass Ticket Actions
How do you manage email overload when you receive hundreds or even thousands of customer inquiries on a daily basis? Until recently there’s been no easy answer to that question. You can divide ...
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Dec
16
Search Chat History- Gain new insights into past chats
The latest LiveHelpNow release expands your ability to search chat history, allows you to tag past chats, and displays more relevant customer information in your call history. Read on for more details...
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Dec
12
Avoid Nightmare Holiday Customer Service
Did you know that 74% of people say that customer service around holiday time is the worst it is all year? Did you know that 91% of people surveyed feel that businesses should be better prepared for ...
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Dec
05
TOP 10 REASONS TO TRY LIVE CHAT ON YOUR WEBSITE
Whether you’ve had an online business for years or you are just getting started, there are endless benefits to adding live chat to your website. We’ve narrowed down the top ten reasons to...
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Nov
20
Brand Blunders: Cautionary Tales & Lessons Learned
At some point, every brand will find themselves in a less than desirable place publicly. It happens. Whether it’s an accidental offensive public statement or a vocal customer who spreads stories of...
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Sep
27
Live Chat Queuing- Balance Agent Workload in Call Centers
In the fast-paced environment of a modern call center, the efficient use of time is the key to both happy customers and satisfied management. Traditionally, live interactions between call center ag...
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Sep
18
Do I Really Need a Ticket System?
Image courtesy of Stuart Miles / FreeDigitalPhotos.net How many times have you come in on a Monday morning, checked your email, and then instantly wanted to go crawl back in bed after seeing tons and ...
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Aug
22
Softwareadvice.com surveys customer service software buyers
Software Advice’s customer service investigator blog recently published the results of an in-depth survey targeting hundreds of customer support managers, IT directors and other customer servi...
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Aug
20
Why Mobile Chat May be the Best Thing to Ever Happen to You
One of our proudest features here at LiveHelpNow is our fully functional, user-friendly Live Chat app. It operates on Apple and Android devices, and fills virtually all the holes left by traditional,...
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Jul
30
Open a streaming API of your live chat data
Introducing Eventing API – every webmaster’s dream Wouldn’t it be nice to have all the customer data LiveHelpNow collects for you sent instantly to your contact management system? Ev...
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Jul
30
Send LiveHelpNow chats to SalesForce CRM
Customer relationship management in the cloud Wouldn’t it be nice if you could house all of your LiveHelpNow chat sales leads and customer service inquiries in Salesforce CRM automatically? With Li...
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Jul
24
Talk business to me: Why a real phone conversation can trump a cold email
Image courtesy of stockimages / FreeDigitalPhotos.net How many times have you found your inbox cluttered with messages from various businesses that you don’t care to read? How many times have you fo...
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Jul
10
Live Chat cobrowsing, powered by join.me
Serve customers like never before with join.me Provided by LogMeIn, join.me will allow you to serve your customers like never before. See a chatting customer’s screen and take over mouse and keyboa...
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Jun
11
Does My Website Suck?
#page li{margin:15px;} Maybe site traffic has slowed, maybe you haven’t gotten a unique hit on your site since the 90’s, maybe your competitors have started prank calling you because your websi...
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May
29
Help! I work with a jerk!
Everyone, at some point or another, meets someone they absolutely cannot stand. When you’re forced to work with them; however, is where real problems arise. Have no fear; we are here to help. Unclen...
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Apr
30
LiveHelpNow releases integral “Chat Button” and “HelpOut Tab” plugins
New Arrivals LiveHelpNow is announcing the release of two highly anticipated plugins for websites built with content managers, the “Chat Button” and the “HelpOut Tab.” LiveHelpNow’s Chat But...
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Mar
04
Knowledge Base article editor & Ticket system notifications get a facelift
The LiveHelpNow Knowledge Base article editor has a new look and feel along with better performance. You’ll now be able to create ‘private’ tickets that are never visible to customer...
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Feb
14
Close the loop: Turn customer feedback into customer insight
Courtesy of FreeDigitalPhotos.net Regardless of the products it sells or the work it performs, no business can be successful for long if its customers aren’t happy. To learn where they stand in ...
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Feb
04
Track customer calls and expand your knowledge
Look through ‘recent call history’ in your Ticket info and Callback info. Reviewing customer calls is a consistent way to get great customer feedback. We’ve just added a ‘rec...
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Jan
28
View visits by internet service provider and get more leads
Live chats are a great lead source- especially when you prompt visitors for their contact information for later follow-up. In addition, LiveHelpNow lets you personalize how you see visitors browsing...
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Jan
18
5 Ways to optimize your website for mobile customer support
Courtesy of FreeDigitalPhotos.net Maintaining a presence on the Internet through the use of social media and a well-designed company website is a must, but many companies forget that they must also ta...
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Jan
11
Android App for the Live Chat System
Our new Android App is now available to LiveHelpNow Live Chat System subscribers in the Google Play Store free of charge! We offer the top rated live chat system for websites, accessible in the pa...
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Jan
10
Personalize canned messages & transfer chats with a whisper
Sending pre-written messages while you chat is a great way to save time and allow yourself the freedom to multitask, but using too many can create a disconnect between you and the customer. We’ve re...
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Dec
28
Track customer conversations with chat & ticket tagging
Every day your staff talks to customers on a wide range of topics. While much of this is routine, wouldn’t it be nice to quickly pick the golden nuggets out of each conversation? Rather than wad...
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Dec
26
Season’s Greetings from LiveHelpNow
Courtesy of FreeDigitalPhotos.net The LiveHelpNow blog is taking a temporary break for the holiday season and we will resume regularly posting customer service strategies, best practices and more in t...
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Dec
11
9 Helpful Resources for Small Business Owners
Courtesy of FreeDigitalPhotos.net Starting and running a small business can be a risky game, subject to small changes in the local economy or the appearance of a big competitor. Small business entrepr...
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Dec
04
Topics in Small Business: Stay Alive Admist Shopping Trends
Courtesy of FreeDigitalPhotos.net We’ve written a lot about how online and mobile shopping have spiked in recent years, with this holiday season shaping up to be the busiest e-commerce has seen yet....
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Nov
30
Personalize visitors display
LiveHelpNow now offers the ability for you to pick and choose what attributes of website visitors you want to see in your operator panel. You’ll have the option to immediately view each browser’s...
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Nov
28
Industry Focus: Live Chat for Toy Stores
Courtesy of FreeDigitalPhotos.net Toy stores probably experience most of their business right now, between Thanksgiving and Christmas. With more parents shopping around online before making a purchase...
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Nov
26
Why Cyber Monday Matters All Year
Courtesy of FreeDigitalPhotos.net Over the past few years, Cyber Monday has overtaken Black Friday as the biggest shopping day of the year, befitting the upward trend in online buying. In one of many ...
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Nov
20
How to Win Over Holiday Shoppers
Courtesy of FreeDigitalPhotos.net During the holiday season, shops put out their best sales and competitive prices to pull in savvy shoppers, but locating the best sale and bopping from store to store...
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Nov
14
9 ways small businesses can compete with the big guys during holidays
Image courtesy Muffet Most small business owners during this time have a severe case of butterflies in the stomach syndrome. They know that while holidays can be a very good time for them, they are ...
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Nov
12
7 ways small businesses can promote themselves during Thanksgiving
Thanksgiving is only 10 days away. Whew! This is the time of the year to be thankful and show appreciation to your clients and customers who have made your small business successful. People are going ...
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Nov
09
How seasonal businesses can thrive year round
This past Halloween, you might’ve purchased your costume from a spooky superstore like Spirit or Halloween Adventure. Come Thanksgiving, it’ll be time to stock up on turkey, stuffing, and cranberr...
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Nov
07
Google report shows boost in online shopping
Courtesy of FreeDigitalPhoto.net A new study released by Google classifies the upcoming holiday season as the first “non line” shopping season, meaning that the line between online and off...
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Nov
05
6 tips to prepare your website for the holiday rush
Photo courtesy of FreeDigitalPhotos.net The holiday season is upon us, and hundreds of millions of consumers this month and the next will spend billions of dollars buying stuff. This month has Thanksg...
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Nov
02
Topics in Small Business: Presidential Election Preview
Courtesy of FreeDigitalPhotos.net With the presidential election less than a week away, undecided voters are in a bind to choose which candidate will best serve their interests as the next President. ...
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Nov
01
6 ways small businesses can get back on their feet after Sandy
If you are in an area where Hurricane Sandy tore through, you are in our thoughts and prayers. We hope you and your loved ones are safe and secure. However, if you are a small business owner, and espe...
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Oct
30
7 ways small businesses can take advantage of Halloween
According to the National Retail Federation 71.5 % Americans will spend almost $8 billion during Halloween in 2012. For any kind of business, big or small, online or brick and mortar, Halloween repres...
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Oct
25
Mastering the Sales Funnel: How to Regain Disgruntled Customers
Maybe you’ve succeeded in walking customers through your funnel step by step. Vetting them, making them happy, and keeping them around. But chances are some of your interactions didn’t go so smoot...
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Oct
23
Mastering the Sales Funnel: How to Build Long-Term Loyalty
You’ve generated new leads, qualified them, pursued them, and gotten the sale. Now how can you keep those shoppers coming back? Loyal customers keep companies alive, not only through repeated busine...
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Oct
18
Mastering the Sales Funnel: Turning Leads into Sales
Courtesy of FreeDigitalPhotos.net Once you’ve got leads coming in, take the next steps to walk them toward the register. The process may not always be speedy, but taking the time to parse through po...
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Oct
16
Mastering the Sales Funnel: How to Generate Leads
Courtesy of FreeDigitalPhotos.net Sometimes, small business owners can get so caught up in their end product or the bottom line that they forget about the process it takes to get there. While its true...
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Oct
09
Topics in Small Business: Going Green
Courtesy of FreeDigitalPhotos.net Making your office and operations environmentally friendly is a positive change for all parties involved – the Earth, your budget, and your customers. It doesn’t ...
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Oct
04
Topics in Small Business: Writing a Business Plan
If you’re just getting your small business off the ground, chances are you’ll need funding. To win over investors, you need a stalwart business plan, with as many details and supporting evidence a...
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Oct
02
10 Customer Service Facts You May Not Know
Courtesy of FreeDigitalPhotos.net Did you know that every year, the first full week of October is recognized as Customer Service Week? An international celebration, the festivities honor not only the ...
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Sep
27
How Solopreneurs Can Be Customer Service Whizzes
Customer service is a kind of job that takes up a lot of time and energy. And because of the nature of the job, it involves plenty of human interaction. Now that’s all well and good for a big co...
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Sep
25
Web Design for Small Business Owners
Websites are 100% essential for even the smallest businesses, but building one is a daunting task for many owners with little experience in design. Luckily, platforms like WordPress, GoDaddy, and Squa...
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Sep
21
How call back systems can improve call center effectiveness
What do you do when you are short on trained agents to man your helpdesk, but neglecting calls can lead to customers and prospects jumping ship and giving you a bad rep? What do you do when you don...
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Sep
18
How to turn idle help desk agents into productivity powerhouses
Courtesy of FreeDigitalPhotos.net If you oversee a help center, you’ve likely noticed that unpredictable call volumes can leave you with the difficult task of managing periods of idle time. Inactive...
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Sep
13
Why a good knowledge base can be a game changer for software vendors
FreeDigitalPhotos.net A knowledge base is not merely something that’s nice to have if you offer software products and services. It’s as crucial as pushing regular updates, incorporating ne...
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Sep
11
Metrics That Matter: Assessing Your Helpdesk Solution
Analytics are a manager’s best friend. By collecting massive amounts of customer data into neat reports, they allow management to identify problem areas and set concrete, quantifiable goals. But wit...
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Sep
10
Update: GoDaddy outage brings LiveHelpNow down
Update: GoDaddy services were brought back up at around 5:20 PM ET Today at around 11:00 AM GoDaddy services were brought down supposedly by a hacker attack. LiveHelpNow, unfortunately, hosts their DN...
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Sep
06
Don’t let shopping cart abandonment kill your ecommerce store
Courtesy of FreeDigitalPhotos.net Wanna know the biggest problem e-commerce sites are dueling with? It’s not inventory, shipping or logistics. It’s shopping cart abandonment (65.23% rate!)...
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Sep
04
Improve Job Satisfaction for Superior Customer Service
Courtesy of FreeDigitalPhotos.net To many business owners, the number that matters most is the bottom line. But while profit is vital to driving a business forward, that singular focus too often blurs...
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Aug
30
Topics in Small Business: Disaster Preparedness
Just yesterday, Hurricane Isaac struck a slow but treacherous path across Louisiana, prompting evacuations and rescues, and robbing about a third of the state’s households of power. The storm could ...
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Aug
28
Why Small Businesses Are Good at Customer Service
Courtesy of FreeDigitalPhotos.net As a company grows, its executives may lose sight of the most important aspect of any money-making enterprise: pleasing the customer. Mainly, this is because big comp...
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Aug
23
Four tagging tips to make the most of every chat
courtesy of freedigitalphotos.net You may already have read about the usefulness of chat tags. With LiveHelpNow’s analytical features, tagging chats let operators track what their customers’ n...
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Aug
21
5 tips for organizing your knowledge base
Courtesy of FreeDigitalPhotos.net So you have decided to start a knowledge base. Smart choice! But a knowledge base can’t be established simply by installing a knowledge base software and slapp...
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Aug
16
Should Small Businesses Support Paul Ryan?
Now that Republican presidential candidate Mitt Romney has selected his VP pick, voters can make a better assessment of what the U.S.’s economic future could look like if the pair is elected. Most o...
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Aug
14
5 reasons you should invest in your knowledge base
Savvy companies know that customer service is a key way to differentiate themselves from the competition. As has been mentioned here before, a knowledge base is one useful tool for improving your webs...
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Aug
13
Find us on YouTube
Are you a visual learner? We have a YouTube channel chock full of helpful tutorials just for you! In this clip, one of our reps reviews LiveHelpNow‘s best features and practical uses: Visit o...
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Aug
09
How to Adapt Call Center Tactics to Chatting
Courtesy of FreeDigitalPhotos.net “Time is money.” Ben Franklin coined this saying in the 1700s, and it’s especially true today for businesses looking to expand. So if you’re c...
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Aug
07
6 Reasons Non-Profits Need Chat
Live chat software has often been touted as a complete helpdesk solution for businesses, but it’s not just for customer service reps sitting at desks with headsets on all day, trying to make sales. ...
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Aug
02
How Pre-Chat Customer Info Can Lead to More Sales
You’ve heard how collecting customer feedback can help you uncover and fix mistakes, improve service, and better understand your shoppers. In the long run, that helps to forge stronger customer loya...
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Jul
31
How Colleges Can Benefit from Live Chat
Courtesy of freedigitalphotos.net When it comes to college, the competition is stiffer than ever. Applicants take on multiple high-level courses and extracurriculars in hopes of beating out millions o...
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Jul
26
How to be an Olympic Brand-Builder
Courtesy of FreeDigitalPhotos.net With the 2012 Olympics opening tomorrow, pressure is stacked on London to make the experience successful and memorable for all involved. Among the many responsibiliti...
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Jul
24
Google Adwords put live chat front and center, so should you do the same?
You may already know that AdWords allows you to add extensions to your Google ad, whether it’s your business location, phone number, additional product info, or social media links. Now, Google is te...
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Jul
19
5 ways to direct users to self help options on your site
Courtesy of FreeDigitalPhotos.net Previously on this blog we have covered why it’s smarter to invest in self help options instead of making users call or email every time they have a problem. Be...
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Jul
17
Mobile Technology: Find the balance between work and life
Want to find the best local happy hours? There’s an app for that. Want to see if you can get those shoes on sale? There’s an app for that. Want to track finances, manage employees, and access CRM ...
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Jul
12
Can you be the world’s most Pinteresting business?
I don’t always use social media, but when I do I prefer…Pinterest? Lots of media has circulated around Pinterest as a great social media marketing tool, but for some industries the picture-sharing...
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Jul
10
7 ways to speed up customer service and reduce churn
Your customers are all busy people. When something breaks — a payment not received, a shipment delayed, faulty merchandise shipped — you will have to fix it as soon as you can. The faster ...
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Jul
05
Companies who invest in customer experience reap rich rewards
If you have been reading this blog for any amount of time, you may have noticed a recurring theme. We passionately believe that only those companies providing a brilliant customer experience will be a...
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Jun
28
What Obamacare means for your business
This morning, the Supreme Court made a landmark decision to uphold Obama’s Affordable Care Act, requiring every U.S. citizen to have health insurance or pay a penalty. While most of the politica...
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Jun
25
7 reasons excellent customer experience can be your ace in the hole
Can I make an informed guess? The economy is terrible and you are staring across at the competition, sitting pretty on a pile of cash. On the surface, things don’t look good. But what if I told ...
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Jun
07
Automatically send customers their chat transcript and invite them to take a survey
Looking for an easy way to connect with your customers? Remind them of their positive experience with your brand by sending them a copy of their latest chat transcript. You can even link a survey to t...
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May
22
7 strategies for getting word of mouth advertising from customers
A good word from customers to their friends and family is worth its weight in gold for you, the marketer. It’s the most effective form of marketing in terms of ROI and also the most sustainable....
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May
15
7 reasons why phones should not be your primary customer service channel
If you are like most small businesses, you will have a phone support option that is either operated in-house or outsourced to a third party call center. In many cases, that’s the only support op...
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May
08
Provide excellent customer service without wasting time
With the LiveHelpNow HelpOut Tab® you can point customers with routine support questions to online help before they can pick up the phone to call you. With over 8,000 customer accounts, LiveHelpNow ...
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Mar
26
7 ways you can stop customers from getting buyer’s remorse
“I think you should have looked around. You would have gotten a better deal” If you are a salesperson nothing is scarier than these words spoken to your customer by their spouse, colleague...
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Mar
21
iPhone App for the Live Chat System
Our new iPhone App is now available to LiveHelpNow Live Chat System subscribers in the iPhone App Store free of charge! For the first time, you can have the LiveHelpNow experience in the palm of you...
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Feb
07
6 smart and cost effective strategies for getting loyal customers
A new customer always comes with the baggage of acquisition costs. It’s only when that customer returns for a second purchase that you can make 100% on your profit margin.In some sectors, compan...
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Feb
06
Live Chat Tagging – How to get detailed information about the content of your chat traffic
Your staff took 100 chats this week; how many were for sales, how many for support, how many were for something else? Unless you’ve set up a multitude of separate departments, it’s difficult to kn...
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Feb
06
Tired of seeing ‘You’ or ‘Visitor’ instead of your customer’s name in chat?
Make chat personal again by interacting with prospective customers on a first name basis. Our latest update to the live chat system allows the name a visitor enters in pre-chat requirements to be thei...
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Feb
06
The LiveHelpNow live chat window – Designed with your brand in mind
The live chat window is often a visitor’s first point of contact with your company, and it should be designed to reflect your brand. The latest release of the LiveHelpNow chat window is easier to cu...
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Jan
31
5 principles that make multitasking with live chat easier
Offering a live chat option on your website is a great start at being more responsive to your market’s needs. But if you have decent traffic and your agents process one chat request at a time...
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Jan
09
Are talkative customers clogging up the phone lines?
One of our previous posts talked about strategies you can use to talk with angry customers and turn the situation around. Another unenviable situation you might face is when the caller just loves the ...
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Jan
04
5 strategies to transform your live chat service into a sales channel
Live chat is becoming a part of the online shopping experience as research point indicates that interacting with a visitor on a site real time can boost conversions. But merely installing a chat sof...
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Dec
14
6 things service reps should do when an angry customer calls
When you are running a business you won’t be able to please all customers no matter how hard you try. In some cases that translates into an angry customer dialing the contact number and swearing...
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Dec
08
6 tips on turning customer feedback into business intelligence
So you have got the memo and have started collecting customer feedback. Congratulations. But that is only the first step of a long process. An ideal customer feedback scenario would be when the entire...
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Dec
04
Is the FAQ on your site really helping customers?
You might have been hearing a lot of talk about how a well written FAQ can be a powerful customer service asset. And it is true- customers and prospects really do appreciate a well written FAQ section...
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Nov
30
5 tips on motivating your help desk employees – Part 2
This is part 2 of a two part series about motivating your help desk department. Part 1 is here. In the last blog post I talked about why a company needs to keep the morale of the customer service dep...
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Nov
25
5 tips on motivating your help desk employees – Part 1
Some of the most important employees of your organization work at the helpdesk. They are the first to deal with prospects and customers and your brand image depends a lot on how they do their job. Con...
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Nov
20
5 customer service communication mistakes that can kill your business
If you are running a business, you will never be able to compete on prices or range of services and products offered. There will always be someone else who can sell more stuff at cheaper rates than yo...
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Sep
12
LiveHelpNow speaks Greek and now so can you!
The world’s just gotten a little smaller and your sales opportunities have just gotten a lot bigger. We’re writing to let you know about an exciting new feature now available in our live c...
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Aug
21
Sell baby sell – customer service and lead generation, redefined
The day before yesterday I was shopping online. More specifically, I was looking for some rock climbing shoes as some vacation time was coming up and the great outdoors beckoned. As I clicked on the s...
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Jul
15
Are you missing your 3 am phone call?
By this time you are looking pretty good in the customer service department if you have implemented Live Chat, a Ticketing System, and a Knowledge Base. You have a live chat system on your site which ...
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Jun
11
How to slash thousands of dollars from customer service budgets..
and deliver the same levels of service as before? This post is meant for you if you have a website and Sell products or services that generate a lot of customers’ questions Need to deliver post...
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Jun
10
LiveHelpNow sponsors The Dreyfuss Initiative
Friday, June 10, 2011 Lovely Alena & Richard Dreyfuss Richard & us. Awesome! Finally setup for the event, smiles ...
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May
25
Customer email management giving you nightmares? Here’s your shining knight
The case of the missing shoes Robert is window shopping for shoes online. He lands on a store and likes what he sees in the selection. He picks out a pair and orders it- the store advertises a three d...
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May
18
Chatting your way to customers and profits
This post will be about live chat. After reading this we hope that you will have enough information to make an informed decision regarding Live Chat systems and get the complete lowdown on costs and b...
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May
12
Are you losing customers and bleeding profits?
If a number of your customers are saying something along the lines of “I am not buying from you again” it does not mean that your products or service offerings are bad. You can be perfect ...
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Mar
17
How to increase live chat volume
Make Sure Your Staff is Ready Staff can be easily prepared and trained to know how to use the operator panel and handle multiple incoming chats simultaneously. Don’t Hide the Chat Button Placeme...
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Jan
19
Live Chat Software and SEO
Live chat software not only improves your customer conversion and retention rate- it can also trim about 20% from your advertising costs. Are you interested in refining your PPC campaign search terms ...
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Jan
13
How cloud computing and live chat software foster better customer relationships
Although there are many differences between startups and long established growing businesses, they still have one thing in common: they rely on client satisfaction in order to remain profitable. A key...
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Jun
17
Tracking and Improving the Effectiveness of the Help Desk
The help desk staff is an essential link between the customer and the company. It is through efficient and helpful customer service provided by this staff that the company gains and retains loyal cust...
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Jun
11
The Pros and Cons of Outsourcing Customer Service
Although the trend to outsource customer service predates the current recession, it has become increasingly appealing to businesses trying to hold down costs in a time of economic difficulties. The de...
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Jun
09
The Art of Excellent Customer Service
Because the customer is the lifeblood of any business, excellent customer service should be the primary method used to retain a loyal client base. Anyone dealing directly with clients has the responsi...
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Mar
16
Live chat implementation- 6 steps for success
Live chat is a great sales tool and a tremendous tactic to offer fantastic customer service. It’s more scalable than a call center because live chat systems typically permit the customer service...
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Mar
13
Increase Online Sales
Timing is everything Regardless of industry, the timing of the right sales pitch at the right time will move a customer towards the desired action. Of course this is over simplified, but it is true. M...
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Mar
02
How to increase website traffic and how to convert it with SEO
There are many ways to increase visitor traffic to your website and there are many ways to convert it. In Part I we will talk about probably most popular (because it is usually free), yet time consumi...
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Feb
06
Live chat software: enhancing customer relationships with web-based chat
When it comes to e-commerce, technical aid or product sales, no matter how amazing your web site is, you still need to have that human touch. LiveHelpNow provides a cutting edge solution for ensuring ...
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Jan
22
How can live chat help auto dealers?
The latest tactic that car dealerships are using to increase sales and pull in repeat customers is an up close and personal method of communication via the dealership’s web site called “live c...
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