Best practices
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Best Practices for Deleting Agents
You may need to delete agents when they leave your team. In such cases, what should you do before deleting the agent? What impact will the deletion have on the reporting statistics? Can the agent’s history chats and tickets be tracked? This article expl...
Best Practices for Making Live Chat Accessible
IntroductionCompliant with Web Content Accessibility Guidelines (WCAG) 2.0 Level AA, Comm100 Live Chat provides accessibility features and customizations such as video and audio chat, auto-translation, and CSS customization to ensure your service is acc...
Best Practices for NPS
NPS (Net Promoter Score) is an industry standard for measuring customer loyalty and tells how likely your customers would recommend your product or services to other people. It helps you understand your customers' referral behavior and is a predictor of...
8 Canned Message Best Practices for Live Chat Excellence
Every day, your agents type out hundreds of messages to customers in need. What if you could introduce a tool to help save the customer’s day just a little easier?If used effectively, canned messages can help revolutionize your support team’s live chat...
Best Practices for Businesses in Multi-Brand Scenario
Your business has diverse product lines spread across multiple brands and websites. Therefore, it becomes challenging for them to manage each brand's support functions and ensure quality-oriented service to their customers.Comm100 allows you to handle a...
How to Manage a Difficult Customer
Anyone who has ever worked in the customer service industry to any capacity may have dealt with an angry or upset customer yelling or being rude at some point during the conversation.Follow these easy steps below to ensure your Agents can tactfully deal...
8 Best Practices for Live Chat Queue Management
IntroductionYour customers want quality resolutions fast. When they enter your live chat queues, they have expectations about the length and quality of their wait that can make or break their customer experience. But according to the 2014 Global Custom...
Best Practices for Improving Chat Quality
Live chat plays a crucial role for businesses as it provides a fast channel for online communications. With the growing adoption of digital platforms worldwide and customers' exposure to online options, it becomes necessary to maintain chat quality to k...