Using your live chat data to drive insights

Live chat is rapidly becoming the most common channel for resolving customer service issues. Just within the U.S., usage of live chat has increased from 43% in 2012 to 65% in 2015.  It’s not surprising – customers don’t enjoy navigating complicated phone menus only to be placed on hold, and companies are realizing that live … Read more

7 steps for taking action on your customer insights

Note: This article was first published by Quirk’s Media on September 22, 2016.  We’ve all heard the customer experience motto: customer-centric companies that listen to their customers and act on that feedback are more successful and competitive than those that don’t. Makes sense… and sounds easy enough. What could be more straightforward than simply listening to your … Read more