Industry Focus

HelpSquad Partnership with LiveHelpNow

By Lauren Schneck

HelpSquad Partnership with LiveHelpNow
  It’s been a busy month for us, after recently being named to the Inc. 5000 list, we are excited to share more

What Does the LiveHelpNow Challenge Mean for YOU?

By Jacklin Altman

These days, customer service is king. Companies like Amazon are constantly heralded for their exceptional customer service, and their constant

The Buying Process and The Impact of Technology

By livehelpnow_contributor

You’re not imagining it: Consumers are more impatient than ever before. According to the National Center for Biotechnology Information, attention

LiveHelpNow and Telinta Work Together to Provide B2C Solutions for VoIP Service Providers

By Lauren Schneck

Telinta, a global leader in cloud-based switching and billing solutions for VoIP service providers, is working with LiveHelpNow to offer

Softwareadvice.com surveys customer service software buyers

By Michael Kansky

Software Advice’s customer service investigator blog recently published the results of an in-depth survey targeting hundreds of customer support managers, IT

Season’s Greetings from LiveHelpNow

By Michael Kansky

The LiveHelpNow blog is taking a temporary break for the holiday season and we will resume regularly posting customer service

Industry Focus: Live Chat for Toy Stores

By Kathryn

Toy stores probably experience most of their business right now, between Thanksgiving and Christmas. With more parents shopping around online

How Solopreneurs Can Be Customer Service Whizzes

By Katie

Customer service is a kind of job that takes up a lot of time and energy. And because of the nature of the job, it involves plenty of human interaction.

Now that’s all well and good for a big company, or even for a small business. But what if you are a single person business, or a solopreneur? You can’t afford to spend the entire day on customer service, can you? You have to wear a number of hats: manage sales, marketing, operations, invoicing and training.

Where’s the time?

Thankfully, there are a number of ways for a solopreneur to provide a level of customer service that matches, or even beats that provided by the big boys. Thanks to social media and cloud services there are a number of services (both free and paid) that can take a lot of load off your shoulders and make you lot more productive and efficient.

Let’s dive in. (more…)

How call back systems can improve call center effectiveness

By Katie

What do you do when you are short on trained agents to man your helpdesk, but neglecting calls can lead to customers and prospects jumping ship and giving you a bad rep?

What do you do when you don’t want to give the appearance that there is no one behind the counter?

Who needs a call back system

Think of a typical customer service scenario. A customer calls your helpdesk to ask about something. The waiting times are long because it’s peak hour and your helpdesk is swamped, with agents overwhelmed by the volume of calls they are handling.

On the other end of the line, the caller is slowly getting more and more annoyed as she hears the same “Your call is important for us” message played back over and over again to the tune of elevator music.

Eventually, something will snap and it will get ugly. How do you solve a situation like this?

Enter the call back system. (more…)

Why a good knowledge base can be a game changer for software vendors

By Katie

FreeDigitalPhotos.net

A knowledge base is not merely something that’s nice to have if you offer software products and services.

It’s as crucial as pushing regular updates, incorporating newer features and ensuring that you have solid uptime if you are operating in a cloud based environment.

Knowledge base is not the same as a help document or a manual. A good knowledge base functions more like a wiki in that it can be regularly updated by multiple contributors and its contents accurately reflect the needs and concerns of users.

A good knowledge base is a living, breathing thing.

So how do you, a software company with hundreds or thousands of users go about building one that is actually useful?

(more…)

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