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Live chat allows customers to communicate with customer service representatives in real time. Rather than having to speak with a representative on the phone, visitors on a website can have a live interaction with agents in a chat box within a browser. Why Live Chat is Useful Customer support live chat provides another option for…

A push message is a notification that pops up on the home screen of a mobile device without the user having to be logged into an app or using the device at the time. In customer service, push messages can be responses to a visitor’s inquiries, updates on new features, reminders, announcements about services or…

A ticketing system is a management tool that processes and catalogs customer service requests. Tickets, also known as cases or issues, need to be properly stored alongside relevant user information. The ticketing system should be user-friendly for customer service representatives, managers, and administrators. How Helpshift Modernizes Ticketing Systems Helpshift provides customer service teams with a…

Customer service representatives connect with customers to handle complaints, assist in processing orders, and provide information about the company’s products and services. These agents provide a line of communication between a company and its customers, making them representatives of not only customer service, but also the overall brand. Why Customer Service Representatives are Important Customer…

Deep linking can be utilized by businesses to keep users engaged in a mobile app rather than sending them to a browser window outside of the app. Deep linking is the use of a hyperlink within a page that links to a specific, generally searchable or indexed piece of web content on a website (e.g., “http://example.com/path/page”),…

First Call Resolution, abbreviated as FCR, refers to resolving a customer’s issue during the first call to eliminate the need for the customer to follow up. Traditionally, FCR was determined after agents ended their phone call with customers, however this procedure has changed since customers have various methods of reaching customer service today. Because businesses…