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Live Chat ARCHIVE

Olark Launches Hummingbird Mobile-Friendly Live Chat Experience  Jul 12, 2016 10:59 AM By MCM Staff

Olark Live Chat introduced Hummingbird, a mobile-friendly version of its live chat experience. Ideal for chat on smaller screens, Hummingbird helps small- to mid-sized businesses talk to customers who are making a purchasing decision on a handheld device.

Newegg Teams with Facebook Messenger to Enhance Ecommerce Customer Support  Apr 06, 2016 5:10 PM By MCM Staff

Newegg announced it will team with Facebook messenger to enhance customer support. See what Newegg’s plans are and what this will mean for their customer support.

It’s Beginning to Look A Lot Like Live Chat for the Holidays  Jul 20, 2015 10:28 AM By David Lowy

One area of holiday planning that often gets overlooked until the last minute is online chat. Here are some tips about how to properly leverage your live chat.

The Ineffectiveness of Live Chat Greetings  May 05, 2014 8:32 AM By Tim Parry

On average, only every 12th greeting leads to a chat. However, there is a lot of room for improvement, as exemplified by some of the business using well-customized greetings.

5 Tips on Creating Holiday Ready Customer Service  Dec 06, 2013 9:42 AM By Dennis Casey

With the holiday shopping season in full swing, merchants are looking to boost holiday sales this year. However, business could ultimately suffer if customer service is not up to par. Here are five tips that will lead to not only exceptional customer service across all channels but also a happy customer.

Bad Connection: Limited Live Call Agents Easily Accessible Over Cyber Weekend  Dec 05, 2013 12:55 PM By Erin Lynch

The Cyber Weekend holiday was one for the record books for online merchants. The influx of holiday shoppers also meant and increase in holiday contact center calls. However, according to a recent survey conducted by StellaService, a majority of consumers spent most of their holiday weekend on hold.

The Great Expectation of Customer Service  Sep 10, 2013 11:37 AM By Erin Lynch

A recent survey of 6,000 online shoppers has found that the number one most important factor when it comes to defining and offering a positive ecommerce shopping experience all comes down to customer service. So what can you do to improve your online shopping experience? It’s all about contact options such as live chat, click-to-call, and video chat in the contact center.

Amazon Opens First Contact Center in Kentucky  Aug 19, 2013 2:02 PM By Erin Lynch

Amazon has opened an 80,000 square-foot contact center in Kentucky this month and while the customer service center is the first of its kind there, it joins four other fulfillment centers across the Bluegrass State.

Live Chat and Order Updates a Major Focus for Retailers  Jun 17, 2013 3:39 PM By Erin Lynch

When it comes to revamping their ecommerce sites in 2013, retailers are focusing on keeping the consumer in the loop from the moment an order is placed right until the packaged is delivered to the doorstep.

Training for the New Contact Center  Jun 11, 2013 3:27 PM By Erin Lynch

Gone are the days when the contact center meant having a customer call a 1-800 number or send an email if they have a product question or concern. Nowadays, the shape of the contact center is one that meets the needs of the 24-7 consumer and in order to do that successfully it all comes down to training.






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