LiveAgent Academy

The only resource about customer service you will ever need.

  • How To Design FAQ Page

    With an increasing number of consumers preferring self-service options over traditional customer support channels, having a solid, smartly structured and well designed FAQ page has become a must-have element of almost any business website. According to Forrester’s research, FAQs are the most frequently used self-service options available today. When used strategically, a FAQ page can truly … Read More

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  • Call Center Setup – Design & Structure

    Setting up a call center for your business today involves much more than simply allocating a room full of phones and agents to answer them. An effective call center that contributes to your company’s bottom line will require a blend of many important components while building it needs research, thorough planning, technology, execution, and measurement. … Read More

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  • BONUS: Call Center Audit Checklist

    An effective call center has specific measurable performance criteria, certain established processes, workflows, procedures and guidelines for agents to follow. To ensure a call center consistently remains fully optimized for maximum efficiency and effectiveness, it’s essential to conduct a periodic call center audit. The goal of an audit is to get a full view of … Read More

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  • Inbound vs Outbound Call Center

    When it comes to call centers, there are basically two types – inbound and outbound call centers – both using advanced software to improve the efficiency of operations and maximize the effectiveness and productivity of the agents working in a call center.

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  • What is Call Center/Phone Center Software?

    Despite the increasingly growing popularity of self-service, live chat and social media support channels, phone still remains a preferred method of communication with businesses for a considerable number of consumers from all demographics. In fact, according to the Microsoft’s survey, 39% of consumers prefer support via phone or another voice channel. The eMarketer Ecommerce Insights Report conducted by Bizrate Insights also revealed that 31.9% of respondents prefer to talk to a customer representative over the phone. While the latest report from BrightLocal found that as many as 60% of customers prefer to call when contacting a local business.

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  • Call Center Compliance

    A call center software is a product that is meant to take care of the business phone conversations, and that is what we specialize in at LiveAgent. It is possible to use the software to perform outgoing calls, attend incoming calls, track various parameters about each call, and provide automated scripts for the team. Even with the presence of different communication channels like live chat and social media, the phone remains an integral part of business communication. Yet, there are a couple of challenges that are associated with the call center software and every user needs to be aware of the same.

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  • How To Create a Customer Forum

    Customer forum is a prominent feature offered by many help desk software providers within their self-service portals. It allows businesses to build communities with their audience, enhance their self-service offerings and increase user engagement by enabling customers to collaborate on topics of mutual interest. Since today’s consumers have become highly self-reliant and expect to be able to find information and resolve issues on their own terms and time frame, they may greatly appreciate the opportunity to participate in a forum, engage with other peers and learn from them.

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  • What is Contact Center

    ay’s digitally savvy consumers typically use an array of channels to connect with brands. That is why many businesses across the globe and throughout various industries have adopted contact center solutions to meet the growing need for dynamic customer requirements. In fact, the global contact center software market was valued at USD 16.28 billion in 2018, and is expected to reach USD 47.76 billion by 2025, according to a report by Grand View Research, Inc.

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  • How to Create Knowledge Base

    Did you know that 70% of people prefer to use the company’s website to find an answer rather than sending an email or call? While 51% of customers prefer technical support through a knowledge base. If you don’t have a knowledge base, you’re probably missing a lot of potential customers and opportunities to reduce your churn.

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  • Help Desk vs Service Desk

    Is there a clear distinction between help desks and service desks? As the information technology field rapidly expanded throughout the early 2000s, and most of IT professionals were new to the industry and failed to recognize the difference between ‘help desk’ and ‘service desk’ – the who terms were very often used interchangeably.

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  • Help Desk Description

    The use of help desk software is becoming increasingly popular in many industries these days. No wonder the market for global help desk automation is expected to reach USD 11 billion by 2023, according to Market Research Future. Both large and small businesses have come to realize the numerous benefits the tool can provide in terms of improved customer service experience, increased customer satisfaction and support agent productivity. The following article is a quick introduction to help desk software, including help desk definition, history and major advantages for businesses.

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  • Customer Portal Features

    A well-designed customer self-service portal brings all the company’s self-service options to a single place and allows consumers to easily find answers to most of their product or service questions on their own, at any time. Its functionality mostly depends on the industry and the type of company. The following article describes customer self-service portal features based on the example of LiveAgent’s customer portal software. Other customer portal software solutions available on the market today may include a different set of features and functionalities.

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  • What Is Customer Portal

    The recent proliferation of self-service technologies has enabled today’s tech-savvy consumers to handle many product/ service issues on their own. In fact, being available 24/7, customer self-service portals are fast becoming a preferred option for a growing number or consumers to interact with companies. The most forward-thinking businesses have already recognized the numerous benefits of offering dedicated self-service portals to their customers.

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  • How To Add/Integrate Live Chat (Button/Widget) To Website

    Since live chat has become an increasingly preferred customer service channel for a growing number of online consumers, having a live chat widget on a company website is almost a necessity for businesses of all sizes in nearly any industry. Not only does it allow you to offer quick and timely assistance to customers – when used strategically, it can greatly contribute to increasing engagement, boosting customer satisfaction and improving sales, while also reducing your customer support costs.

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  • What Is Live Chat Software/Support

    Despite the growing popularity of self-service support, there are times when customers need deeper insights than what self-service options can offer – this is where live chat support comes in. It allows consumers to avoid switching channels and be able to initiate a chat session with a customer support agent without the need to call or send an email and then wait for hours or days to get a response. Businesses offering live chat can provide their customers with a seamless service experience while also reducing support costs and increasing revenue.

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  • Social Media Customer Service

    In this day and age, consumers seem to be on the lookout for new brands and new ways to communicate with these brands. Ultimately, this creates new ways for potential customers to make all kinds of businesses realize their wants and needs.

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  • Customer Support Queue

    Most of customer support teams will eventually come to a point where the volume of incoming support requests becomes greater than their ability to process them quickly and effectively. Though the never-ending flow of support tickets is generally a good sign indicating that a growing number of people are using a company’s products or services, their satisfaction largely depends on how fast your support agents are able to answer customer inquiries.

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  • Customer Service Management

    Do you think your product or service is the best thing about your company? There is a limit to how far you can go with an excellent product. It is a necessity but not a sufficient condition for long-term success. Why? Because it is just one part of the consumer purchase experience. Nowadays, you need to excel at it all. Only then can you attract and retain customers.

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  • Customer Service Processes

    If you work with customers at any point during the sales cycle, you already know customer satisfaction is important to retaining the customer. How do you train your employees to ensure that they deliver a high standard of customer service and ultimately satisfaction for the customer?

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  • Help Desk Best Practices

    Every day a huge number of businesses, both large and small, in nearly any industry rely on help desk software to track and solve customer issues. The way help desk is implemented and managed ultimately determines whether an organization is able to effectively handle customer service operations, timely address customer queries and deliver a seamless support experience today’s consumers are looking for.

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  • Help Desk Software Requirements

    Since every business has its unique goals, customer service strategy, capabilities and budget resources, the requirements for help desk software may significantly vary. The choice of the help desk tool also greatly depends on the type and the size of a business, and the complexity of its customer support process. While some systems include a very basic feature set and may appeal only to a certain small market segment, others are packed with an impressive array of features and advanced functionality that can be suited to every market’s needs.

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  • Parts of Help Desk Software

    While there are dozens of help desk software solutions available on the market today – ranging from simple tools with basic set of features to advanced systems – the majority of them commonly share three fundamental parts: ticket management, automation suite and analytics. Furthermore, many help desk software vendors provide additional capabilities such as built-in self-service options, multiple contact channels, CRM integration, sophisticated reporting, collaboration tools and more. Choosing the right help desk software depends on your business needs, specific requirements and the budget.

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  • Customer Service Education

    Customer service education is a set of activities and procedures that every contact center should have to keep the quality of services and the satisfaction of customers at the highest level. Today, we have so many options for educational tools and platforms to select from, that it is a bad thing not to use them wisely. Let’s see why educational programs are so necessary.

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  • Customer Service Interview

    Outstanding customer service naturally starts with exceptional customer service employees. Even with the best tools, systems, finely tuned processes and training in place, a company won’t be able to provide excellent service experience without having the right people in their customer service teams.

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  • Customer Service Resume

    With the rise of the digital age, more and more people are choosing to work in customer service. It’s a simple but well-paying job that has many benefits for those who are only joining the workforce and career switchers alike. Here’s how to become one of the many customer service workers.

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  • Customer Service Duties

    In a broad sense, customer service employees are supposed to interact with customers on behalf of an organization through various support channels available to them and resolve their issues quickly and effectively. Depending on the position and company requirements, however, customer service duties, functions and responsibilities may greatly vary – from responding to customer inquiries, troubleshooting tech problems and handling complaints to building strategies for improving the overall customer experience and fostering loyalty.

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  • Customer Service Roles

    Customer service representatives can be found in just about any business in nearly every industry. Their job duties as well as role titles can greatly vary depending on where they work and which responsibilities they are assigned. Since some customer service roles include functions that overlap, and the role titles may range from straightforward to hardly comprehensible, it might be challenging for businesses to choose the names for their service team members. The following article breaks down the most common job roles and titles in customer service and some factors to consider when picking the right name for customer service employees.

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  • Setting Your Customer Support Team Up For Success

    The holiday season can be one of the best and most profitable times of year for your company. It can also be a very challenging time for your customer service team, as they aim to respond to an increased number of calls, emails, and live chats. As customers make purchases in time for gift-giving holidays, it can also be a time of increased customer requests and heightened customer emotions. To make sure your company delivers at peak performance, we’ve put together some important steps you can take to set your Customer Service team up for success. Read on to learn which steps you need to take so your brand creates more happy, loyal customers this year.

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  • How To Conduct Customer Interview

    Before you can head into the interview stage, you must first think about what makes good customer service. There’s a big miscommunication going on, because despite 80% of businesses believing they deliver outstanding customer service, only 8% of customers feel like they are receiving it. That’s a massive gap, and one that companies need to start bridging.

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  • How to Collect Reviews

    For any and every business out there, collecting feedback from their customers is very important towards their growth. Feedback can help you improve your products and services and the way you treat your customers altogether.

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  • How To Apologize

    To apologize or not to apologize? It shouldn’t really be a question. So many people think that when sales reps make a sincere apology to a customer it means that they are admitting their business was at fault. Well, maybe their business or staff really were at fault.

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  • How To Politely Decline

    Deep down, it’s in human nature to be liked and seek affirmation from others. Unfortunately, as hard as we try, sometimes we have to disagree or refuse to do something and say no to the person on the other side. This can be incredibly difficult for those people that fear backlash and want to be loved by all. Here are a few ways to politely say no, whether it’s for work such as customer service or any other everyday situation.

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  • How To Get Better Customer Service

    Getting customer service can often be a rather frustrating experience for consumers. While some companies are more customer-friendly and try to go out of their way to deliver outstanding service, others don’t seem to care much about pleasing their clients when it comes to customer support.

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  • How To Handle Angry Customers

    Dealing with an angry customer is no fun. They sit across from you with very hostile body language: the cross their arms, they give you short and curt replies, and they keep sighing as if the mere exercise of talking to you is exhausting. I remember being in such a situation back when I worked at Rush Essay. It’s easy to tell when a customer is getting angry or frustrated, and they typically get like that for a whole host of reasons. Some of those reasons make sense and are, quite frankly, justified. Some of them don’t make any sense at all. All the same, there’s one thing that will always remain true no matter how angry your customer is and for what reason they are angry. That is the fact that the customer is always right.

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  • Customer Communication

    Your chat lines are open, and notifications are flooding it. You need to respond to them and do so in the same way that a waitress does when serving her customers – timely and personal. Problem is your customer support agents are having difficulty doing the same.

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  • How to Create a Customer Loyalty Program

    Customer loyalty programs have become an integral part of almost any business’s marketing strategy. When implemented correctly, they are a great way to engage current customers, drive more band loyalty and improve customer retention. Not only do loyalty programs provide tangible benefits for businesses, they have also become an expected part of the consumer experience.

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  • Customer Appreciation Gifts

    In today’s increasingly competitive global economy business gift giving has become almost critical as any company’s financial stability greatly depends on customer satisfaction and how customers feel they are being treated. John Ruhlin, the author of ‘Giftology: The Art and Science of Using Gifts to Cut Through the Noise, Increase Referrals, and Strengthen Retention’, writes in his book: “Gifts are symbols of the value you place on the relationship. When you act generously, people take notice. They’ll begin to feel appreciated, and in turn, they’ll want to pay it forward. It’s a natural inclination for us to want givers to succeed because we can appreciate the generosity that was shown to us.”

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  • Thank You Letters

    Today’s consumers routinely receive dozens of automated thank you emails from the brands they have relationships with. Most of them either get little notice or appear in trash folders without ever being read. An old-fashioned letter however, has much higher chances to get a customer’s attention and leave a lasting impression. Though thank you letters have become a rare business practice these days, they still remain a powerful marketing and customer retention tactic.

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  • Thank You Emails

    While it has been reported that up to 60% of customers will stop dealing with a business that they feel is indifferent to them – taking customer appreciation seriously is of great importance. When it comes to customer appreciation strategies, however, many businesses are missing out on many ways to express gratitude to their loyal customers. Thank you emails, in particular, still remain a largely underestimated marketing tactic.

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  • Thank You Notes and Cards

    Though sending thank you cards and handwritten thank you notes to customers seems to be the lost art in today’s highly digital business world – the impact it can have on building long-term customer relationships should not be undervalued. Even the most basic quick thank you note following a purchase can go a long way in delighting customers, changing their perception of a brand and making a business stand out from its peers in the industry.

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  • Introduction to Customer Appreciation

    In a world of fierce competition in the marketplace, it has never been more critical for businesses to nurture relationships with current customers to ensure customer satisfaction and brand loyalty. As today’s empowered consumers have more choices, greater knowledge and higher demands – feeling unappreciated may easily prompt them to take their business elsewhere, in favor of those brands that truly value them and regularly show their appreciation.

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  • 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 brand ambassadors who are excited to share their positive experiences with their social circles can be a truly powerful low-cost, high-return marketing strategy. Though these are mostly a company’s most enthusiastic, happy and engaged customers, unhappy ones can also become brand advocates – however, turning them into loyal promoters might be challenging.

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  • How To Use Customer Incentives

    When it comes to business, one can say that any method of stimulating purchases is fair enough. One of the tools that can be used to stimulate purchase or improve customer retention is using customer incentives.

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  • Customer Service Skills

    Today’s customer service involves much more than face-to-face conversations or answering phone calls. With the proliferation of digital service channels and the growing demands of tech-savvy consumers, customer service roles have become more challenging.

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  • Customer Psychology

    Consumer behavior is the study of individuals and businesses and how they select products or services. The purpose of studying consumer behavior is to better understand consumer psychology and motivations that go into selling your business to prospective clients.

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  • Customer Segmentation

    Customer segmentation – grouping customers together according to certain identifiable characteristics -has been a tried and tested marketing tactic for decades in both B2C and B2B sectors. Without a deep understanding how a company’s best customers are segmented, a business would struggle to effectively allocate its financial and human resources, achieve its marketing goals and remain profitable over the long-term. Customer segmentation can be utilized by almost any business in any industry regardless of the size and whether it sells online or off.

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  • Customer Service vs Customer Support

    While at first glance customer service and customer support seem quite similar, understanding the nuances between them is fundamental to delivering outstanding customer experiences. They both focus on helping customers, use similar tools like email, phone or live chat for customer interactions and employ similar soft skills to increase customer satisfaction. Even Google makes no clear difference treating both terms as multiple variants of the same keyword string. However, though customer service and customer support are connected – they approach helping customers from different perspectives.

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  • Customer Centric / Customer Driven Culture

    In the competitive world of business, creating a business that puts customers first is crucial. Consumer power should not be underestimated, and customers will vote with their feet if they don’t feel valued by a brand. Consequently, it pays to create a customer-centric culture that is oriented towards the consumer.

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  • Introduction To Customer Service Academy

    Having happy customers starts with having high quality customer service, and having high quality service starts with effective training of customer service employees. The most forward-thinking employers are always looking for more customer service training ideas to bring their support teams to the next level and improve their customer service.

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  • What is Customer Service?

    Gone are the days when customer service was just about being nice and courteous to customers. In the age when customer experience is a differentiator between success and failure, ignoring the importance of fostering positive customer relationships through customer service has become a really bad idea for businesses.

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  • 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 become a critical component of customer experience. Consumers want immediate, efficient, omnichannel, proactive and personalized customer service anytime, anywhere across the channels of their choice. Brands that fail to deliver on these expectations risk destroying customer relations and falling behind the competition. In fact, providing quality customer service is an important part of creating a successful customer experience strategy.

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  • What Makes Quality/Outstanding Customer Service?

    As consumers are more knowledgeable, tech-savvy and demanding than ever, providing quality customer service has become essential to thriving in this consumer-driven economy. However, while 80% of businesses believe they provide excellent customer service, only 8% of customers believe they are actually receiving excellent service. So what stands for outstanding customer service in the eyes of consumers and why is it so vital?

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  • What Makes Poor/Bad Customer Service?

    With the abundance and availability of similar products in the market, customer service has emerged as the real brand differentiator for industries in both B2C and B2B sectors. A business that wants to thrive today must focus on delivering customer satisfaction, as the consequences of poor customer service can be truly detrimental.

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