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. Last month we showed you how to grow your email list with live chat. Now, in true ClickDesk fashion, we’ve put our own spin on the classic email marketing checklist by turning it around the way we help turn businesses around with live chat, by focusing on the customer first.

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

GetResponse Integration for Email Marketing

Want more leads? Want to nurture them automatically? Who doesn’t! But how do you ensure that your live support and your lead gen efforts are totally aligned? Say “hello” to ClickDesk’s new GetResponse integration. The seamless live chat integration with GetResponse’s  email marketing software and autoresponders is almost too easy. It helps you make a human connection with your current and future email subscribers, pre-qualify leads, and reach a level of customer engagement with customer happiness as a top priority. 

Live Chat GetResponse Integration for Email Marketing

Maximum Wait Time for Queued Chats

Once you add live support widget to your website, there are busy times, there are calm times, and then there are really busy times. Our chat queuing feature makes it easy to handle even the busiest times on your site or app. To make the process even more streamlined, we’ve enhanced the feature to let you set a maximum wait time for queued web visitors. When the maximum wait time is reached, the customer’s queued chat is automatically disconnected. They can always start another chat.

Set Maximum Chat Wait Time in Queue

4 Ways to Grow Your Email Marketing List with Live Chat

Email marketing has seen up trends and down trends over the years, but now it’s back to an all-time high. Everyone wants to generate leads and keep them engaged, but too many SMBs get caught up in the idea of growth hacking and forget that for your marketing to work, those leads need to be hot. Otherwise you’re just wasting energy and resources. What’s the secret to growing a high-value email marketing list? Here at ClickDesk HQ, we get as many questions about email marketing as we do about live chat software. Luckily the two smart business practices go hand-in-hand. Understanding how live chat software can improve both the size and the quality of your email lists can save you time and make you money in the long run.

Live Chat Email Marketing with ClickDesk

Chat Transcripts from Last 24 Hours

How do you improve live chat productivity every day? Sometimes the simplest answer is also the most effective: review your own performance. Our live chat analytics are a powerful way to help your customer engagement team improve everything from agent performance and helpdesk response rates to live chat messaging and chat shortcuts. But we know that sometimes smaller is better, so we’ve also added a feature that lets individual agents quickly review all of their chat transcripts from the last 24 hours, right from the agent panel.

Live Chat Transcripts from Last 24 Hours

Knowledge Base Integration with Zendesk & WordPress

A number of leading helpdesk platforms, and even some CMS, are now offering a knowledge base feature. Knowledge bases help your agents find answers to common (and uncommon) questions about your company, product or services. To make it easy for your agents to access this information quickly and efficiently, we’ve built a new integration that connects ClickDesk with your current WordPress or Zendesk knowledge base. Once enabled, your agents will have access to your existing help center directly from the ClickDesk agent panel, making it easy to search the knowledge base while chatting with web visitors or answering tickets.

Knowledge Base Integration with ClickDesk Live Chat Software

How to Convert Customers into Brand Advocates

Whether you’re establishing the online side of your business for the first time or in the process of setting bigger and bigger goals, there’s no one-size-fits-all formula for turning customers into brand advocates, yet research shows that every brand advocate leads to three new leads. As a combined live chat and helpdesk app, ClickDesk offers countless different combinations of live support, offline helpdesk ticketing, email exchange, video chat, calls and screen sharing to increase sales and conversions and solve customer issues.

Happy Customers

Goto URL Shortcut for Link Sharing

Sharing links in live chats just got even easier. We’ve said a thousand times here at ClickDesk that a picture is worth more than a thousand words when it comes to online support, but sometimes a link is worth a thousand pictures. When customers and web visitors are looking for a particular page or wondering how to access something on your site or app, our new Goto URL option makes it easy to share a clickable link in the chat window.

Goto URL Shortcut for Link Sharing

How to Create Your Own Shortcuts

Shortcuts are a popular feature in ClickDesk and we know that your live chat & helpdesk agents have come to rely on them to send pre-written answers and perform actions such as lead capture and screen sharing. This is especially useful as your business scales and agents might sometimes have a ton of chat traffic at once. To make your job easier, we recently added the ability to use keyboard shortcuts in forced chats in ClickDesk, and now we’re excited to announce that agents can create their own shortcuts!

Agent Shortcuts for Live Chat and Helpdesk Automation

The Secret History of Helpdesk Software

What is helpdesk software? As the customer support industry has continued to grow with global businesses and develop alongside cloud computing, helpdesk apps are more widely available, more user-friendly, and — as data has proven — more effective than ever before. We’ve come a long way from the manual entry of handwritten forms in order to log them as tickets. SaaS desks are the wave of the future, and many of the changes in helpdesk apps over the years have been purely technical. But there’s a secret history of helpdesk software, too, and we’d like to share it with you. Because if it weren’t for this secret history, then the ClickDesk live chat and helpdesk app wouldn’t be here today.

Secret History of Helpdesk Software

New iContact Integration for Email Marketing

If you build it, they will click. Our new iContact integration is designed to help you get way more newsletter subscribers and develop a happy, engaged customer base. iContact is a streamlined email marketing tool with everything from autoresponders to social integration. The plugin seamlessly integrates live chat into those seamless email marketing campaigns so that you can converse directly with members of your email lists (while viewing their subscriber details), manage current subscribers, and subscribe web visitors to email newsletters and mailing lists directly from ClickDesk chat sessions.

iContact Live Chat Email Marketing Integration with ClickDesk

New Vtiger Live Chat Integration

We’re excited to announce a new integration with Vtiger CRM. The seamless integration with the ClickDesk app is designed to improve ROI in your live chat sessions and your CRM sales and marketing campaigns. Once you activate the plugin, you can see contact details from the CRM during ClickDesk live support sessions, push new contacts, notes and transcripts into Vtiger, and more. Know where current customers stand with your company, and turn new web visitors into devoted customers.

Vtiger Live Chat Integration with ClickDesk

5 Tricks Everyone Can Use to Increase Ecommerce Conversions

Running an online store isn’t easy. In many ways, it’s even more complicated than running a brick-and-mortar shop: your customer base is potentially huge and global, but how do you attract them? Will they stay on your website and make a purchase? And will they come back? A big portion of ClickDesk’s live chat and helpdesk customers are online stores or some sort of ecommerce sites, so we put together this list of 5 tricks to increase ecommerce conversions. Don’t worry, you can start with one tool and grow from there!

Increase Online Store Conversions Today with Smart Web Popups

New Chat Triggers and Proactive Rules

Smart automation is at the heart of effective marketing and customer service. When done right, automation provides a personalized experience for your customers and leads, helping them quickly find exactly what they’re looking for. Proactive chat rules have long been at the heart of chat automation in ClickDesk, letting customers set particular conditions for automatically popping up a chat window on a web visitor’s screen. We’re excited to announce that the rules have been developed to be even more extensive and customizable — so much more so, in fact, that we’ve given them a new name: Chat Triggers.

Triggers for Live Chat Widget Popups

New UI in Admin Panel

We’re excited to announce the beta release of a completely redesigned admin panel! Designed in response to customer feedback and extensive UX research, the slick new interface in the ClickDesk admin dashboard makes it easier to customize, analyze and improve your live chat support and help desk ticketing. In other words, it’s now even easier for you to do your job. Your system administrators are going to love the new layout. And when admins are happy, everybody’s happy.

New Admin Panel Dashboard