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Live chat benefit: collect data

Live chat has many benefits, such as offering a faster service or generating higher sales numbers. But, something that not many companies immediately think of is that live chat provides the option of collecting a lot of different types of data, and this data can be used to structurally improve your website and service.  So, which data can be collected? Glad you asked. Although there are differences between the types of data you can collect depending on the live chat software you are using, general speaking, you can count on the following information:
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Successfully train new chat operators in 4 steps

If your company is just getting started with live chat, you can choose to create your own team of operators. But, if your company is growing, and, with that, the number of calls, you can choose to stop outsourcing live chat and manage it yourself instead. It might be a clever choice to tackle chat yourself, but you will need well-trained personnel. Chat operators aren’t ordinary customer-service employees. Chatting with customers demands skills that call-centre employees don’t need and that differ from those required for email-based customer contact. Generating these skills also requires a different form of training. Educating new chat operators is not difficult; you can make sure that your new employees develop into the best chat operators in just four steps.
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Webcare: the new call centre

Oct 24, 2017 by Anthony Carter Tags: webcare

Social media has changed how customers find companies in recent years, but the phenomenon of customer-service organisations also using “social” for their helpdesk is still relatively new. Offering customer service via social media has the potential to open many doors, but it is important that it is tackled properly. An increasing number of companies have become aware of the opportunities of recent developments; in today’s world more than 35% of all customer interactions are handled digitally. IT company Dimension Data states that, should this growth continue, there will be more digital interactions than via telephone in two years. This trend forces companies to look at social media differently. There are many benefits to offering customer service via social media, and the developments are following each other at a rapid pace.
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Launch of Webcare Pro

Oct 17, 2017 by Anthony Carter Tags: webcare

A theme in my conversations with potential and new customers in the last year has been the topic “webcare”. Sometimes people would ask me: “In addition to live chat, can we also outsource webcare to you?”. Webcare is providing an online customer helpdesk. In theory, this includes live chat, but in practice, webcare consists of offering an online customer helpdesk via social media, and since recently, also WhatsApp. Inspired by this customer question, I launched a new company activity under the name Webcare Pro. From now on, customers can also outsource their webcare to us. Amongst other channels, Webcare Pro provides webcare through Facebook, Twitter, WhatsApp and Facebook Messenger. You will find all the information you need and the prices for this service type at www.webcarepro.nl.
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How do you choose a live chat outsourcing company?

So you have decided to outsource live chat and have started your search for a live chat outsourcing partner to support your business. I am writing this article to help you understand the differences between the various outsourcing partners and how to choose the best one for your company. But Anthony, don’t you work for a company that provides this type of live chat services? Why should I listen to your biased opinion? Good question, dear reader. Yes, we offer managed live chat. Are we the right party for every company? No. We want to work with companies that are suitable for us, so if reading this article helps you decide what partner you need and we turn out not to be that partner, that is fine! Live chat is truly great and I would like to see every site use it and have it operated by the right people – whether that is us, a competitor, or an in-house team. Promise. Now, let’s continue! Outsourcing can be a scary decision. At this moment, you are trying your best to ensure you find the right partner for your company. If you have never used live chat before or even outsourced […]
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5 ways to create value for your customers

Added value is an important tactic that small businesses can use to acquire and retain customers, increase brand awareness, and differentiate their position in the market. Not sure where to begin? Here are five ways to create added value that can easily be implemented into your business plan: 1. Always take the perspective of your customers into account The art of creating added value starts with the ability to see your business through the eyes of your customers. Think about what is important to your target audience and how your product or service will benefit them. What problem does it solve, how will it help them overcome obstacles or improve their work? Many companies miss the mark by focusing on product features rather than the benefits. By shifting your attention to delivering content that focuses on the needs of your customers, you can start helping and stop selling. Creating customer personas is helpful in giving you insight into your current and future customers, what is useful to them, and gives you a step-by-step plan of the kind of content you can create and share to provide added value.
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New client: OTYS recruitment software

Earlier this month, we started working for OTYS, an international recruitment software developer with over 1,000 customers. LiveChat Pro has implemented live chat on OTYS’ website and is now chatting with website visitors with its chat team between 7 AM and 11 PM, 7 days a week. The team answers questions from visitors and generates demo requests for the sellers. This way, OTYS hopes to get more out of its website and traffic and make things easier for its sellers by generating high-quality leads through chat.
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2015 study: 37% of studied websites are not available via live chat during the day

In June and early July, we studied the availability of live chat among 163 Dutch websites. These websites, ranging from webshops and online travel agencies to company websites from various industries, all offered live chat to their visitors in that period. Research shows that on 37% of the websites, the live chat was offline during the day. In many cases, the website indicated that no employee was available online. Last year, this percentage was 42%. I see a slight improvement in the availability of live chat, but it still surprises me that companies are so poorly accessible through chat, while they are generally easily accessible by phone. Especially young people contact companies via chat more often than by phone. The studied companies should start thinking about how they can better organise their contact centres in terms of live chat. Of the studied sites, nearly three quarters are not available through live chat in the evening, while 70% are not available during weekends.
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New client: HAN University of Applied Sciences

This university of applied sciences wanted to make its website more personal and add a low-threshold channel to the existing channels (phone, e-mail) on the site. They did not have the people to provide the site with live chat, so they decided to outsource live chat to us. Currently, only a part of the site has live chat, but this will be further expanded in the future. Most visitors are upcoming students who are considering studying at the HAN. The employees of LiveChat Pro use the chat to show visitors around the site and make appointments for an advisory talk with a coordinator if the visitor desires it.
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How do you generate more sales and improve the customer experience with cross-selling and upselling?

Upselling and cross-selling is the art and science of introducing better or additional products to customers they are interested in at that moment. Offline retailers have been doing this for decades (such as “Want fries with that?” at McDonalds). And there are a lot of benefits for both the customer and the retailer. In fact, according to a study by a Forrester analyst, product recommendations such as upsells and cross-sells are responsible for 10-30% of e-commerce sales. In this article, you will learn why product upsells and cross-sells are so important, what you should offer, and how to do it. Let’s begin.
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