Your Source for Providing a Better Customer Service and Customer Support Experience

What can chat do for an organization?

Today’s tech-savvy, IM generation of consumers requires multi-channel support offerings and increasingly their preferred support channel is live chat. But other than ensuring that customers receive an immediate response to their inquiry what can chat do for an organization?

Organizations can leverage chat in both sales and support to increase customer satisfaction and generate revenue. Chat can enable support teams to deliver service and support where and when customers need it – whether it be in-game, in-application, a Web form, a shopping cart, or as an escalation channel for self-service – as well as providing an opportunity to generate sales leads, increase Web sales conversion rates and increase revenue by proactively inviting prospects or customers to chat with available sales or support representatives. Read more »

Parature Chat - CSR view

Parature Chat™ is empowering organizations across diverse industries to proactively initiate conversations with customers and prospects. Parature customers can leverage chat in both sales and support environments to increase customer satisfaction and generate revenue. Chat enables support teams to deliver service and support where and when customers need it – whether it be in-game, in-application, a Web form, a shopping cart, or as an escalation channel for self-service – as well as providing an opportunity to generate sales leads, increase Web sales conversion rates and increase revenue by proactively inviting prospects or customers to chat with available sales or support representatives. Read more »

Watch the recorded version here

iWin, leading online developer, publisher and distributor of casual games for the mass market, enabled on-demand customer service software to empower their players with self-service support, 24/7 from anywhere in the world; providing efficient and effective support through targeted knowledgebase articles and the use of video.

In the webinar David Schroeder, Director of Customer Care discussed:

• How to persuade users to try self-help options before contacting your support staff
• How to use video to increase support portal adoption rates and reduce operating costs
• How to make your support portal easy to understand through the use of video Read more »

There’s little doubt that video technology helps engage customers and is one of the most powerful communication tools today. Particularly with the growing popularity of YouTube, more and more users gravitate to online videos for customer support. Naturally some companies are more sophisticated than others at implementing videos into their customer support operation.

David Schroeder from iWin offers a few tips, starting with the customer service portal. iWin is an award-winning developer, publisher and distributor of casual games for the mass market, (including the popular series Jewel Quest®) with more than 5.6M unique visitors every month. Read more »

Customer Support

Ask James Watson, Director of Customer Relations for Webs.com about support tickets and he’ll tell you they’re the absolute best form of two-way communication between you and your customers.

Webs.com is a social publishing platform and is one of the top 80 most trafficked sites on the Web today. His nine-member support team gets on average 13,000 service requests a month.

James and his team went about changing their customer support mindset from a “numbers” game focused solely on deflecting inquiries to reduce costs … to using the tickets to really listen to users. So rather than judging success just on how many tickets were resolved and how fast, James challenges his team to do more than simply resolve the issue and move on to the next ticket. Read more »