Customer Success Matters

The Battle Between Website Self-Service and Live Chat Customer Service

Posted by Matt Blythe on Sep 17, 2014 10:15:00 AM

You know that feeling when you solve your own problem without having to ask for help? That feeling of complete self-reliance and control…? No need to turn to a friend, a peer, a call center or even a live chat operator, because you have found the answer you were looking for?

Website self-service is a dynamic tool that will leave your customers feeling empowered and satisfied.

Read More

Topics: Website Self-Service, Website Live Chat

How to Make your Live Chat Solution 80% Better in 20 Minutes

Posted by Matt Blythe on Sep 15, 2014 10:30:00 AM

Does 80% seem like an impossible claim? Give me a few minutes and I will show you exactly how. At AnswerDash, we have been hard at work studying how live chat works for the companies that use it as well as their website visitors. We have talked to many companies that use live chat today and we have implemented it for ourselves on our own AnswerDash site. In fact, you can try it for yourself right now by clicking the tab on the right of the screen. Wait... That doesn’t look like a live chat tab, does it? (If you want to know more, skip straight to getting started.) We have also talked to many live chat end-users and asked them what they really want from the chat experience. After talking to both companies and users, here is what we discovered about live chat.

Read More

Topics: Website Self-Service, Website Live Chat

Get More From Your Live Chat Support: Put Contextual Website Self-Service in Front of It

Posted by Jake Wobbrock on Jul 21, 2014 1:30:00 PM

At this point in the evolution of website customer service, there can be little doubt that live chat has been a success. Thousands of businesses use live chat. Live Person is publicly traded. Zendesk, which recently had its IPO, now offers Zopim Chat. Businesses can choose from numerous inexpensive alternatives like Olark and SnapEngage. While phone support is in decline, live chat is the heir apparent in the world of website customer service.

Read More

Topics: Website Conversion Optimization, Website Self-Service, Website Live Chat