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Academy

LiveAgent Academy

The only resource about customer service you will ever need.

LiveAgent Academy

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Introduction

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Soft Skills

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Customer Service Reporting

Introduction to a customer service academy

Having happy customers starts with having high quality customer service, and having high quality service starts… Read More
Bad customer service and how to avoid it

With the abundance and availability of similar products in the market, customer service has emerged as…
Customer service quotes, sayings, and slogans

What is customer service in today’s realm? Business leaders believe that it has gone far beyond…
The role of customer service in customer experience

As today's consumers increasingly demand more from the brands they do business with, customer service has…
What makes customer service great?

As consumers are more knowledgeable, tech-savvy and demanding than ever, providing quality customer service has become…
Customer service theory

Customer service has evolved a lot since using only emails to communicate. Nowadays, businesses have to cover… Read More
Customer centric culture

In the competitive world of business, creating a business that puts customers first is crucial. Consumer…
Customer psychology

Consumer behavior is the study of individuals and businesses and how they select products or services.…
Customer segmentation

Customer segmentation - grouping customers together according to certain identifiable characteristics -has been a tried and…
Customer service vs customer support

While at first glance customer service and customer support seem quite similar, understanding the nuances between…
How to build a steady and loyal customer base

Every business has to focus on growing their customer base, but the quality of those customers…
The goal of customer satisfaction with best practices

In this article, I want to dive deep into the nitty-gritty of customer satisfaction. Why it…
Customer service soft skills

Before we dive deep into the definition, we need to acknowledge two different categories of customer… Read More
Customer service skills

Today’s customer service involves much more than face-to-face conversations or answering phone calls. With the proliferation…
Empathy in customer service

Learn about ways to improve your customer service empathy.
How to turn unhappy customers into brand advocates

In today’s digital, hyper-connected world, advocacy represents a huge opportunity for businesses. Cultivating brand advocates or…
How to use customer incentives

When it comes to business, one can say that any method of stimulating purchases is fair…
What is Customer Interaction?

The matter of every business lies in the hands of the customers. The market is competitive,…
Introduction to customer appreciation

In a world of fierce competition in the marketplace, it has never been more critical for… Read More
Customer appreciation gifts

In today’s increasingly competitive global economy business gift giving has become almost critical as any company’s…
Customer thank you cards and notes

Though sending thank you cards and handwritten thank you notes to customers seems to be the…
How to create a customer loyalty program

Customer loyalty programs have become an integral part of almost any business’s marketing strategy. When implemented…
Thank you emails

While it has been reported that up to 60% of customers will stop dealing with a…
Thank you letters

Today’s consumers routinely receive dozens of automated thank you emails from the brands they have relationships…
What is Customer Communication?

Your chat lines are open, and notifications are flooding it. You need to respond to them… Read More
How to apologize to a customer

To apologize or not to apologize? It shouldn’t really be a question. So many people think…
How to handle customer complaints

Dealing with an angry customer is no fun. They sit across from you with very hostile…
How to politely decline

Deep down, it’s in human nature to be liked and seek affirmation from others. Unfortunately, as…
How to respond to a customer request

Communication with customers can make or break a business. On the one hand, the ability to…
Customer feedback

What is customer feedback? Customer feedback is the customer’s input, insights, and thoughts about a company’s… Read More
How to collect reviews

For any and every business out there, collecting feedback from their customers is very important towards…
How to collect testimonials

Are you collecting customer feedback in your LiveAgent help desk? That's great! Now, what do you…
How to conduct a customer survey

We all know that customer satisfaction is essential to the survival of your business. But how…
How to conduct customer interview

Before you can head into the interview stage, you must first think about what makes good…
Set your customer service department up for success

The holiday season can be one of the best and most profitable times of year for… Read More
Computer vs. phone customer service

Many managers think that if a person is on their phone, they must be procrastinating. In…
Customer service conferences and their impact on education

Customer service and CX conferences are perfect for all customer service professionals who want to network…
Customer service duties

In a broad sense, customer service employees are supposed to interact with customers on behalf of…
Customer service education

Customer service education is a set of activities and procedures that every contact center should have…
Customer service interview

Outstanding customer service naturally starts with exceptional customer service employees. Even with the best tools, systems,…
Customer service resume

With the rise of the digital age, more and more people are choosing to work in…
Customer Service Roles

Customer service representatives can be found in just about any business in nearly every industry. Their…
On-site vs Remote customer service

The Internet made working remotely really easy. 70% of the global workforce works remotely at least…
Help desk description

The use of help desk software is becoming increasingly popular in many industries these days. No… Read More
Features of help desk software

While there are dozens of help desk software solutions available on the market today – ranging…
In-house vs outsourced customer service

Every business needs a proper customer support team. It is by far one of the most…
Free helpdesk ticketing system

Even a help desk or support center needs help from time to time
Help desk best practices

Every day a huge number of businesses, both large and small, in nearly any industry rely…
Help desk vs Service desk

Is there a clear distinction between help desks and service desks? As the information technology field…
What is customer service?

Gone are the days when customer service was just about being nice and courteous to customers.… Read More
Customer service – User onboarding

The success of customer activation and retention depends on how well your user onboarding creates successful…
Customer service queue

Most of customer support teams will eventually come to a point where the volume of incoming…
Customer service templates

High-quality customer service is an essential component of a successful business. It ensures brand loyalty and…
Customer service processes

If you work with customers at any point during the sales cycle, you already know customer…
Free customer management software

Strong customer management and support software are essential to the success of any business.
Social media customer service

In this day and age, consumers seem to be on the lookout for new brands and…
What is a ticketing system?

A ticketing system is a software tool designed to organize and distribute incoming customer support requests.… Read More
Free support ticketing software

A tool that facilitates communication between companies and customers.
Ticketing system best practices

Here are 12 ticket management tips and best practices you can adopt today to enhance your…
Why do you need a ticketing system?

A huge number of organizations are still ignoring a ticketing system. This is mainly due to…
What is live chat software?

Live chat software is a service that enables immediate customer support. Read More
Free live chat software for your website

Choosing a live chat tool is necessary for most businesses today
How to add a live chat button to your website

Since live chat has become an increasingly preferred customer service channel for a growing number of…
Live chat etiquette for customer support

Live chat etiquette is a manual of how to be polite in an online conversation
What is a customer portal?

The recent proliferation of self-service technologies has enabled today’s tech-savvy consumers to handle many product/ service… Read More
Customer portal features

A well-designed customer self-service portal brings all the company’s self-service options to a single place and…
How to Create a Forum

Customer forum is a prominent feature offered by many help desk software providers within their self-service…
How to Create Feedback and Suggestions Board

No one knows what works and what doesn’t work regarding your product or service better than…
How to design FAQ page

FAQ's are the most frequently used self-service options available today. When used strategically, a FAQ page…
What is a Call Center?

Despite the increasingly growing popularity of self-service, live chat, and social media support channels; the phone… Read More
Call center audit checklist

Wanna know how to do a call center audit? Below is a basic call center audit…
Call Center Compliance

A call center software is a product that is meant to take care of the business…
Call center duties

Call center agents are primarily involved in receiving inbound calls and making outbound calls to customers…
Call center equipment

What equipment is needed to run a call center? You can only achieve a high service…
Call Center Management

Successful call center management requires much more than scheduling agents to answer customer calls-
Call Center Setup – Design & Structure

Set up your call center with these design and functional ideas.
Free Call Center Software

Implementing the call center software does not have to cost hundreds of bucks
What is a Contact Center?

Today’s digitally savvy consumers typically use an array of communication channels.
How a Call Center Works

Phone still tops the charts as the most used and preferred method for consumers to reach…
Customer Service Reports

Customer service reports provide businesses with a full overview of all customer service requests. Read More
Inbound vs Outbound Call Center

When it comes to call centers, there are basically two types – inbound and outbound call…
Top 20 Customer Metrics To Measure

Measuring the efficiency of your customer service with these metrics
Top Call Center Industry Standard Metrics

Measuring and analyzing call center key performance indicators is critical when accessing the effectiveness and efficiency…
What is Customer Value?

A study by Gartner found that most solution providers focus too much on product features and…
Automated customer service

What is automated customer service? Automated customer service is a process that allows you to assist… Read More
Call center automation

Do you struggle with providing quality call center customer service due to an overload of customer…
Email automation

Do you lack time and resources for consistent email marketing engagement? Delivering inconsistent or insufficient email…
Sales automation

What is sales automation? Sales automation uses a system, which allows you to reduce repetitive sales…
Support automation

Are you tired of losing time on redundant daily support tasks? These repetitive processes can drain…

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