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What is holding back chat in customer service?

Published on: June 01, 2016
Author: Neil Cox - Account Manager

Amongst consumers, chat is fast becoming a mainstream channel for customer service. Thanks to the rise of messaging applications, people have grown used to having text based, real-time conversations, meaning they feel increasingly familiar with chat in a customer service scenario.Research indicates that millennials in particular are very comfortable using chat for customer service from...

The importance of empathy in customer service interactions

Published on: June 11, 2015
Author: Pauline Ashenden - Marketing Manager

One of the biggest complaints consumers have when they raise an issue with a company is that customer service agents don’t show sufficient understanding or sympathy for their plight. In contrast, when agents apologize and demonstrate that they realize that there is a problem that is causing inconvenience, customer satisfaction rises. This is even the case if the issue can’t be solved...