Top 5 Advantages of Live Chat Software (Infographic)

Today we’re excited to share a new infographic on the top 5 advantages of live chat software. We highlighted the hidden benefits of live chat for SMBs, end of last year. But we realize that if you’ve never used live chat on your website before, or if you’re just starting to do some research about the benefits of providing real-time support to your customers, then you might want to see the less-hidden benefits as well!

Top 4 Reasons to Integrate Live Chat with Your CRM

Top 4 Reasons to Integrate Live Chat with Your CRM

It might seem like the main goal of integrating your live support software with your CRM is just to track tickets. While that’s an obvious value, the top benefits of live chat CRM integration are much bigger and more comprehensive.

Using Live Chat to Sell Throughout the Customer Lifecycle

Using Live Chat to Sell Throughout the Customer Lifecycle

Live chat software has the potential to turn any small business into a thriving enterprise, whether you’re selling hats with pictures of your dog on them, or advanced B2B SaaS tools (or SaaS tools for puppies, if that’s your thing). But customers are increasingly bombarded by information and advertisements from all directions, including the smartphones in their pockets and the retargeting ads in their browser. How do you rise above the din and provide a personalized buying experience throughout the customer lifecycle?

3 Steps to Better Customer Service (Infographic)

3 Steps to Better Customer Service (Infographic)

Let’s face the facts. The thought of improving their customer service can be a headache for SMBs. Many small businesses know that they should enhance their customer support efforts, but they don’t know where to start. They’re either aware of too many options (information overload) or not enough.

Some of Our Favorite Posts About Growth Hacking

Favorite Blog Posts About Growth Hacking

We’re feeling sentimental. 2015 was the best year yet here at ClickDesk and it was only possible because of you, our customers. It’s been great to hear all of your stories about how engaging with customers in real time has taken your business to the next level, and our dev team is thankful for the suggestions you’ve made about ways to improve the product even more. 

Retrieve by Time Stamp with Enhanced REST API

Live Chat API in REST

ClickDesk doesn’t just help you make customers happy, we also aim to increase developer happiness with an open API. Our API for developers makes it easy to integrate our live chat functionality with your existing apps, control panel, database or website. We’re excited to announce that we’ve updated our RESTful API to let you get chats or tickets by time stamp.

Optimize Customer Service for Holiday E-Commerce Sales (Infographic)

Holiday-sales

This is the peak season for e-commerce businesses. Did you know that December 18th is now known as Free Shipping Day? Black Friday and Cyber Monday just passed us by. Christmas, Boxing Day and New Year’s Eve are all about to happen.

I am sure that if you’re running your own e-commerce business, you’re well aware of the fact that one good campaign this month can add thousands of dollars to your revenue and one right shot can make you a winner! But there’s a common misconception that e-commerce success during the holiday shopping season is based solely around flashy discounts and advertisements.

Holiday Live Chat Tips for Small Businesses

Holiday Live Chat Tips

The holidays are already here. And before you know it, they’ll be gone. Black Friday. Cyber Monday. Christmas, Boxing Day, New Year’s Eve and more (did you know that December 18th is now known as Free Shipping Day?). It’s the ultimate time to reach new customers and increase your profits. Are you doing everything you can to optimize customer communications during this critical period?

Custom Email Templates for HelpDesk Responses

Like the old joke says about voting, helpdesk messaging is best done early and often. But seriously, automated responses via email are one of the simplest and most effective ways to increase customer satisfaction. We’re happy to announce that you can now customize the content for automated email responses.

Email Template Customization

How to Keep Visitors on Your Website and Turn Them into Customers

How to Keep Visitors on Your Website Longer

So you’ve developed a great new business website and it’s finally live. You spent a lot of time and energy working on organic SEO and your new site is optimized for search engines. In fact, Google Analytics is already showing you that visitors are landing on your pages at an astounding rate. Now it’s time to rest on your laurels and wait for the revenue to roll in, right?

5 Hidden Benefits of Multi-channel Live Chat (Infographic)

Live Chat Benefits

Live chat increase sales, conversions and customer happiness. But when your live chat software is multi-channel, including voice and video chat, email integrations, social media toolbars and even billing integrations, it reaches beyond traditional sales and support to help your business expand in surprising ways.

Check out our new infographic explaining 5 hidden benefits of multi-channel live chat!

3 Ways to Share Visual Content During Live Chats

On Halloween, kids learn that sharing is caring, but here at ClickDesk our live chat customers use visual content sharing to increase ROI every day. The secret is to have at least 3 content sharing tools ready to go when you start your chat sessions. Here are the top 3 this holiday season!

3 Ways to Share Visual Content

We’re Moving!

One of the most popular ClickDesk live chat features is Click-to-Translate, which uses Google Translate to let you instantly translate messages in real time from web visitors all over the planet. And that makes sense. With over 100,000 customers in over 100 countries around the world, ClickDesk has grown into a truly global business. This week, our Hyderabad, India office is moving across town to bigger, better digs to help support our growing staff and customer base. We wanted to take a moment to thank you–our valued customers–for your business and support. We’ll be back next week with more customer service tips and product updates. See you then!

ClickDesk Moving to New Office

 

Customize Our New Live Chat UI for Agents

It’s no secret. ClickDesk users choose our live chat app because they love their customers. When you love your customers, you want them to have a seamless user experience at every step of the customer journey. With a live chat UI that includes multiple widget styles, white label branding and in-app voice and video chat, we make it easy for you to offer seamless UX for sales and support. But don’t forget about the live chat UI on the other end of the line. Customer support agents: we’ve got your back.

New Live Chat UI for Customer Support Agents

Why Your Logo Design Must Be Adaptable

Since the dawn of marketing, logos were defined as being a stable and fixed brand mark that was the representation of a brand. To alter your logo in any way, shape or form was to change the way customers viewed your business. The old-fashioned way of looking at a company’s brand identity was that change was heresy and would almost certainly spell doom for your organisation. Fast forward to 2015 and things are very different. Most brands (the successful ones that is) have accepted the fact that change is constant and that they must adapt in order to succeed. The need for adaptability has spread to the field of logo design. No longer can you design a logo, sit back and admire your work safe in the knowledge that your job is done for the next couple of generations.

Adaptable Logo Design from the MIT Media Lab

Links in Emails of Chat Transcripts

Chat transcripts help admins keep tabs on agent performance and let agents keep track of what’s been discussed with customers and leads, all with the goal of improving customer happiness. A favorite customer feature of our live chat app is chat transcript automation — not only are chat transcripts created automatically from chat sessions and stored in the ClickDesk app, but they’re also automatically emailed to ClickDesk admins as soon as chats end. Now those emails include direct links to the transcripts in the admin dashboard.

Chat Transcript Automation Link from Emails

How to View All Live Chat Activity

Live chat interactions happen in real time, so your live chat reporting should happen in real time too. At ClickDesk, we’re committed to providing our customers with instant access to actionable live chat data. With that in mind, we’re especially excited to announce a new Chats Overview feature in the ClickDesk dashboard. Get a quick view of every type of interaction with your customers, including live chat activity, missed chats and offline chats (through the chat widget and our email helpdesk).

Live Chat Activity Reports with Chats Overview

The Live Chat Email Marketing Checklist

Email marketing isn’t just an option for SMBs these days–it’s a must. Any growth-oriented business with an online presence knows that email marketing is the most affordable and effective way to scale. And live chat software helps get pre-qualified leads for your email lists. But if you’re spending more time adjusting templates and sitting in marketing meetings than you are creating responsive campaigns and improving them in real time, then you’re missing out on a big opportunity.

ClickDesk's Live Chat Email Marketing Checklist

 

Notes for Offline Messages and Helpdesk Tickets

Customer service is a team effort. This is especially true when your live chat software supports offline messaging. Handling offline messages and helpdesk tickets efficiently is a top priority for customer support teams, and we’re here to make the process as easy as possible. In order to keep your offline workflow as streamlined as your online chat sessions, we’ve added a useful new tool in the agent panel. It’s called, simply, Notes.

Add Notes to HelpDesk Tickets and Offline Messages

4 eCommerce Benefits of Video Chat Software

We’ve written often here on the ClickDesk blog about the benefits of video chat for customer service, but how does live video chat affect your business? Can it really help with online sales? In short: yes. The effects are remarkable. As our ecommerce customers in over 100 countries have implemented the video chat option on their websites, we’ve discovered hidden ecommerce benefits of video chat software. Thanks to WebRTC, the open project for Real-Time Communications that powers our in-app voice and video chat feature, these benefits are now easily achievable by any size business. Video chat works directly in the browser, no extra installation required.

Video Chat Makes Everybody Happier