Why People Abandon Carts and Checkout

Why People Abandon Carts and Checkout

It can be challenging to identify why visitors abandon your website. You can split test and even have screen recordings of visitors. But at the end of the day, it would be nice if they would just tell you on their way out why they are bailing. If you already use live...
Customer Service Management Metrics

Customer Service Management Metrics

As a growing e-commerce store, it’s tough to know if your customer service process is working well.  Maybe your agents are complaining that they’re too busy and can’t handle more workload. Or perhaps you wonder if you’re overstaffed and can run a bit leaner to boost...
Balancing Phone and Live Chat For CS

Balancing Phone and Live Chat For CS

Phone is a great channel for customer service because it gives you the ability to deliver an awesome customer experience. But it’s also by far the most challenging customer service channel to scale. While so many brands hide behind email tickets and make it hard to...