What is Customer Churn and Ways to Reduce it?
Customer Churn is one of the most essential parameters of a growing business. It’s a number that can show you the real picture of your company’s customer retention. Also known as customer attrition. If you are looking to measure companies’ growth, you have to consider inevitable failures too. Every business deal with churn, it is […]
How to Deliver 24/7, 365 Days Chat Support
As you bring on global customers your support coverage hours continue to expand causing a strain on the daytime support staff. To provide high-quality support to all customers you begin to stretch the hours that your agents work. This can lead to high-stress levels, long working hours, lower quality, lower job satisfaction, and ultimately high […]
How to get customer support that is aligned with your company values.
Creating consistently a wow experience for your customer requires one alignment with company values. consistent experiences for clients by ordinary agents who deliver extraordinary results – and doing this by aligning the agents to the company’s core values and driving quality through streamlined processes. However, all these processes and systems begin to generate a large […]
14 Best practices for all chat support agents.
Live chat has grown in popularity as a means of contacting customer support, and it’s now the most popular online communications option for online customers. 1. Keep track of your customer’s chat session. This will help you better understand the customer inquiries and support requests. Chat is an effective way to interact with customers. Although, […]
10 Skills Every Live Chat Support Agent should know.
You may be thinking about getting chat support for your website, but you need to be sure that you know what you are doing. The following article will give your Live Chat Support Agents some good pointers to deliver better Customer Experiences. Online chat is a great way to get answers quickly and keep your […]
7 Tips for Chat Support That Will Bring You More Customers.
In today’s fast-paced world, the way in which we communicate has changed. More people are using technology, and there are fewer opportunities for communication face-to-face. In order to make a successful business, you need to have a great strategy for communication. This guide will help you learn how to become a tech support company that […]
8 Best Practices to Handle Chat Support on Social Media
There is no one-size-fits-all answer to this question. However, some common practices include: 1. Responding to customer questions as quickly as possible via chat, email, and messages. When you respond to requests timely, you build a relationship with your clients and make them feel valued and important. The best way to build rapport with your […]
How to scale support while reducing costs (video)
After working with large SaaS support teams we have found the formula to scale support while reducing costs. We recorded a 7-minute video that provides a 5-step process to scale support as your SaaS business grows.
You Have Your Customer’s Health Score. Now What?
One of our SaaS clients was seeing a measurable improvement in their CSAT Score but continued to experience poor social reputation. The company simply focused on the internal quality measure but this was not having a significant impact. Equinox Live Agents introduced the idea of using leading indicators to identify future potential issues before they […]
Five Customer Experience (CX) Metrics That Nobody Tracks
Most support teams track metrics that they learn in Contact Centre Management 101. These include CSAT (customer satisfaction), ASA (average speed of answer), AHT (average handle time), Abandonment Rate and some form of an Internal Quality Score. These are great indicators of CX but may not tell you the whole story. While these metrics are […]