Giosg Blog

Black Friday, Cyber Monday and other major "holidays" can make any customer service agent sweat. Who can blame them though, as the service lines and chat windows pop up one after another. 

The popularity of Live Chat has been growing amongst all ages but it’s quickly becoming the most desired method of contact especially (and unsurprisingly) for millennials. They are more likely to prefer chat over other generations, with two top reasons being limited wait time and convenience. And as the popularity of Black Friday and it's online equivalent Cyber Monday grows all over the world, customer service agents manning live chat services have had to up their game!

Live chat offers customers a great alternative, allowing them to interact with an actual person in real-time without having to make a phone call or wait for a reply. From a commercial standpoint, live chat certainly increases business potential, an infographic by Website Builder showed that chatting customers were 3 times more likely to become returning shoppers and bring in a 48% increase in revenue per chat hour. 

Implementing live chat into your online store isn’t hard (in fact it's as easy as copy pasting a line of code into your website script), but you have to make sure to have the right online sales strategy, which will lay the foundation for effective live chat sales. Here are a few simple principles to follow to an ensure efficient live chat service during peak shopping seasons:

AI has not yet reached the point of being a mainstream phenomenon and still needs a fair bit of elaboration, but it's certainly getting there. When that time comes, companies will need to be ready to compete in a digital environment where adaptation to AI is a prerequisite for all. For that exact reason, we compiled a list of the upcoming AI trends to give you a head-start, provide you with insight into the AI industry and prepare you for what's to come in the world of AI not only for 2019 but beyond.

[Derived and updated from our previous blog by Petri Vilpponen]

With Halloween coming up, we have started thinking about the horror stories we face as businesses - Disappointed customers, high returns, low sales, cart abandonment...

And as we learnt from Game of Thrones, the night is dark and full of terrors, we wake up in the morning thinking things at work are as we left them, but that may not always be the case. With so much going on outside working hours, the experiences you deliver then can really make or break your brand in the eyes of your customer. Why? Because if something goes wrong, you need to be able to come to the rescue and deliver in the same way as you would during the day. 

So how can you maintain your service quality and capture leads after hours, even with Michael Myers creeping on you?

In an initial implementation meeting with a customer, clear goals and KPIs for a chat service are always planned. The most common early stage goals often include characteristics like:

• Sales orientation
• Involvement to a multichannel customer service solution
• Supporting role in other functions like helpdesk, recruiting, online store, booking etc.

We have been doing a lot of research around customer experience recently, really delving into into all things CX, not only defining concepts such as customer journey and touchpoints, but also figuring out ways for companies to deliver real and tangible experience improvements to their customers. We have also taken a long, hard look at how and why customers and their needs have evolved, and dared to make some predictions of where we think customer experience is heading.