WhosOn News Feed https://www.whoson.com/blog en-us Sat, 15 Dec 2018 04:53:34 +0000 Sat, 15 Dec 2018 04:53:34 +0000 Business chat: what’s the difference between live chat and messaging? business chat Roxanne Abercrombie <roxanne.abercrombie@parkersoftware.com> https://www.whoson.com/customer-service/business-chat-whats-the-difference-between-live-chat-and-messaging/ Chat has been around — in one form or another — since the creation of the internet. From chatrooms to messaging and live chat software, chat has become a core aspect of our digital lives. So much so, in fact, that businesses have had to embrace messaging and live chat communication as a necessity. But wait, messaging and live chat software aren’t the same thing? You’d be forgiven for thinking that they are — the two business chat options do overlap in many respects. Nonetheless, the... Tue, 11 Dec 2018 10:18:35 +0000 https://www.whoson.com/customer-service/business-chat-whats-the-difference-between-live-chat-and-messaging/ post Which metrics should you use in your post-chat survey? post-chat survey Niamh Reed <niamh.reed@parkersoftware.com> https://www.whoson.com/live-chat-best-practice/which-metrics-should-you-use-in-your-post-chat-survey/ The post-chat survey is a key part of the post-chat process. It’s an opportunity for you to collect customer feedback about your service and the chat experience. It’s also fully customisable, allowing you to ask the questions you want, in the way you want. But that means you need to put some thought into the metrics behind it. There are many different metrics you can use to collect feedback in a post-chat survey. Deciding which one is right for you comes down to the kind of feedback and i... Thu, 06 Dec 2018 09:14:03 +0000 https://www.whoson.com/live-chat-best-practice/which-metrics-should-you-use-in-your-post-chat-survey/ post Chatbots vs IVR chatbots vs IVR Niamh Reed <niamh.reed@parkersoftware.com> https://www.whoson.com/customer-service/chatbots-vs-ivr/ Chatbots vs IVR: the titans of automated customer routing. For decades, IVR has been unchallenged in its customer service dominion. More recently, however, the disruptive chatbot has entered the fray to fight IVR for the top spot. Many people claim that chatbots will replace IVR entirely in the coming years. Meanwhile, others stand by IVR as an indispensable tool (and a necessary evil for a lot of people.) One thing is certain – both tools have their merits when it comes to automated custom... Fri, 30 Nov 2018 11:34:58 +0000 https://www.whoson.com/customer-service/chatbots-vs-ivr/ post Customer contact: cat got your website’s tongue? customer contact Niamh Reed <niamh.reed@parkersoftware.com> https://www.whoson.com/customer-service/customer-contact-cat-got-your-websites-tongue/ Cat got your website’s tongue? If your website doesn’t establish a dialogue with visitors; if it doesn’t kickstart customer exchanges, then its reticence is costing you revenue. Customer contact is a key goal of any business site. You want your website to open the door to communication and provide a central activity hub for commerce and conversation. But in order to do so, your site needs to actively encourage the exchange. It’s not enough to simply have a website and expect custom... Thu, 22 Nov 2018 15:30:51 +0000 https://www.whoson.com/customer-service/customer-contact-cat-got-your-websites-tongue/ post Beyond the [X]: exploring the post-chat process post-chat process Niamh Reed <niamh.reed@parkersoftware.com> https://www.whoson.com/customer-service/beyond-the-x-exploring-the-post-chat-process/ It was a successful chat session, but now it’s over. You’ve solved all the problems, answered all the questions, and said goodbye. The customer clicks the [X], ends the session, and that’s that, right? Well, while your job might be done, there are a few (often forgotten) processes that happen once your customer clicks that [X] and ends the chat. From the post-chat survey to sentiment analysis, there’s a lot more to the post-chat process than meets the eye. It might be the end of the c... Fri, 16 Nov 2018 09:44:11 +0000 https://www.whoson.com/customer-service/beyond-the-x-exploring-the-post-chat-process/ post Multilingual support: the headline stats Roxanne Abercrombie <roxanne.abercrombie@parkersoftware.com> https://www.whoson.com/infographics/multilingual-support-the-headline-stats/ The ability to compete in a multilingual and culturally diverse marketplace is essential for today’s businesses. Here are the the statistics that highlight the demand for – and value of – multilingual customer support. Tue, 06 Nov 2018 07:30:30 +0000 https://www.whoson.com/infographics/multilingual-support-the-headline-stats/ infographics Are you speaking the customer’s language? Roxanne Abercrombie <roxanne.abercrombie@parkersoftware.com> https://www.whoson.com/white-papers/are-you-speaking-the-customers-language/ This white paper explores the impact of support bottlenecks, the need to speak the customer’s language, and the real value of real-time live chat translation. Fri, 02 Nov 2018 10:31:31 +0000 https://www.whoson.com/white-papers/are-you-speaking-the-customers-language/ white-papers What does live chat translation look like? Roxanne Abercrombie <roxanne.abercrombie@parkersoftware.com> https://www.whoson.com/infographics/what-does-live-chat-translation-look-like/ Did you know WhosOn translates live chat messages back and forth in real-time, in over 100 languages? Here's what those translated sessions look like. Fri, 02 Nov 2018 09:13:54 +0000 https://www.whoson.com/infographics/what-does-live-chat-translation-look-like/ infographics The most common live chat lies (and how to be more honest) live chat lies Roxanne Abercrombie <roxanne.abercrombie@parkersoftware.com> https://www.whoson.com/customer-service/the-most-common-live-chat-lies-and-how-to-be-more-honest/ Have you ever been a victim of live chat lies? You’re in a live chat conversation online, and the customer service agent at the other end of the session is feeding you fibs. Scripted half-truths, cliché phrases and fake enthusiasm all find their way into your chat session. You recognise the live chat lies for what they are right away: platitudes at best; plain untruths at worst. Knowing you’re being lied to scarcely makes for a great customer experience. So, what are the most common l... Tue, 23 Oct 2018 13:33:09 +0000 https://www.whoson.com/customer-service/the-most-common-live-chat-lies-and-how-to-be-more-honest/ post Announcement: Exciting changes to WhosOn SmallTalk changes to WhosOn SmallTalk Roxanne Abercrombie <roxanne.abercrombie@parkersoftware.com> https://www.whoson.com/inside-whoson/announcement-exciting-changes-to-whoson-smalltalk/ Our free live chat app, WhosOn SmallTalk, is scheduled for a key structural update. In a nutshell, the product is switching from a desktop-based client (a chat app you download to your machine) to a web-based client (an app you simply use from your browser). We can’t wait to deliver the new experience. In the meantime, here’s a handy snapshot of the update that answers all your ‘when’, ‘what’, ‘why’ and ‘how’ questions.   Important note Firstly, it’s important to c... Wed, 17 Oct 2018 14:23:37 +0000 https://www.whoson.com/inside-whoson/announcement-exciting-changes-to-whoson-smalltalk/ post The bilingual agent vs live chat translation bilingual agent Roxanne Abercrombie <roxanne.abercrombie@parkersoftware.com> https://www.whoson.com/translation/the-bilingual-agent-vs-live-chat-translation/ You want to provide your customers with multilingual support – great. But how can you go about doing that efficiently and cost-effectively? Traditionally, you'd hire a bilingual agent or two. That’s a time-tested solution to an age-old communication problem, and has many advantages. (If somewhat costly.) New technology, however, is displacing the status quo. With digital translation services on the rise, many businesses are turning to real-time live chat translation to achieve their mu... Wed, 10 Oct 2018 13:12:42 +0000 https://www.whoson.com/translation/the-bilingual-agent-vs-live-chat-translation/ post Inclusiveness: the forgotten element of customer service excellence customer service excellence Roxanne Abercrombie <roxanne.abercrombie@parkersoftware.com> https://www.whoson.com/translation/inclusiveness-the-forgotten-element-of-customer-service-excellence/ One or two great support interactions does not a brand make. True customer service excellence can only come with inclusiveness. That is to say, the same quality of care must be extended to everyone, equally. Which is easier said than done. In customer service, an inclusive culture encompasses a diverse audience and ensures equitable access to help. It removes barriers and helps serve any customers, anywhere. But that’s not possible when support only comes in one language. Now, it’s not... Wed, 10 Oct 2018 09:35:26 +0000 https://www.whoson.com/translation/inclusiveness-the-forgotten-element-of-customer-service-excellence/ post You need to offer multilingual customer support. Here’s why. multilingual customer support Roxanne Abercrombie <roxanne.abercrombie@parkersoftware.com> https://www.whoson.com/translation/you-need-to-offer-multilingual-customer-support-heres-why/ Your product might be brilliant. Your team might be the best. But without multilingual customer support, your success can only ever be played out on a confined stage. In a globalised market, only supporting English-speaking customers is limiting. Plus, it’s plain bad business. Here’s why you need to look beyond English alone and start reaping the benefits of multilingual customer support.   • Customer service accessibility Accessibility in customer service is all about being... Mon, 08 Oct 2018 14:25:26 +0000 https://www.whoson.com/translation/you-need-to-offer-multilingual-customer-support-heres-why/ post The babel fish and your live chat solution babel fish Roxanne Abercrombie <roxanne.abercrombie@parkersoftware.com> https://www.whoson.com/translation/the-babel-fish-and-your-live-chat-solution/ If you’re a sci-fi fan, you may already be familiar with the babel fish. This fictitious little animal found fame in The Hitchhiker’s Guide to the Galaxy as “the oddest thing in the universe”. What made the babel fish so unique was its ability to perform instant translations in any form of language. You’d simply pop it inside your ear – and whoosh. Just like that, you would instantly hear any language translated into your first language, courtesy of the small yellow fish living in... Mon, 08 Oct 2018 10:41:39 +0000 https://www.whoson.com/translation/the-babel-fish-and-your-live-chat-solution/ post How to explain chatbots to your gran how to explain chatbots Niamh Reed <niamh.reed@parkersoftware.com> https://www.whoson.com/chatbots-ai/how-to-explain-chatbots-to-your-gran/ A robot that chats. Sounds simple enough to understand, right? In reality, confusion still circles around chatbots and how they work. From your gran to your colleague in HR, not everyone “gets” chatbots yet. But it’s more and more useful to brush up. After all, chatbots are everywhere nowadays. From our social media activity to our pizza orders, chatbots are versatile, helpful, and getting better with each passing day. That still doesn’t mean we know what they are. It doesn’t mean w... Wed, 03 Oct 2018 11:04:49 +0000 https://www.whoson.com/chatbots-ai/how-to-explain-chatbots-to-your-gran/ post Top customer service myths debunked customer service myths Niamh Reed <niamh.reed@parkersoftware.com> https://www.whoson.com/customer-service/top-customer-service-myths-debunked/ They might not involve dragons, dark magic or fabled weapons, but customer service myths still present their fair share of danger. And, just like the dragons of legend, customer service myths are difficult to displace. You’ll find false customer service rubrics commonly spouted both on and offline. This would-be wisdom only perpetuates bad practices. And, while there is some truth seeded in each myth, their overall impact is debilitating. So, here’s a list of the top customer service m... Wed, 26 Sep 2018 13:21:05 +0000 https://www.whoson.com/customer-service/top-customer-service-myths-debunked/ post The internal benefits of chat translation benefits of chat translation Roxanne Abercrombie <roxanne.abercrombie@parkersoftware.com> https://www.whoson.com/translation/the-internal-benefits-of-chat-translation/ We tend to think from a customer perspective when considering the benefits of chat translation. And that’s understandable. Customers are, after all, set to enjoy a smoother experience when they can receive live support in their own language. But what about the people on the other side of those multilingual live chat sessions? You might have forgotten about the employee impact in all the buzz over an international care offering. Rest assured, however, that your team is also set to gain from ... Tue, 25 Sep 2018 08:55:41 +0000 https://www.whoson.com/translation/the-internal-benefits-of-chat-translation/ post A customer service Bill of Rights customer service Bill of Rights Niamh Reed <niamh.reed@parkersoftware.com> https://www.whoson.com/customer-service/a-customer-service-bill-of-rights/ After a bad customer experience, have you ever wished for a customer service Bill of Rights? That is, that there was a clear set of rules for companies to follow when it comes to customer service? We’re proposing one. This customer service Bill of Rights isn’t a legally binding document, or a promise of extended legislative rights for customers. Rather, it’s a list of rights that businesses should afford their customers in the pursuit of a great experience. Whether you treat it as a ... Wed, 19 Sep 2018 08:14:54 +0000 https://www.whoson.com/customer-service/a-customer-service-bill-of-rights/ post When chatters attack: dealing with abusive customers dealing with abusive customers Niamh Reed <niamh.reed@parkersoftware.com> https://www.whoson.com/customer-service/when-chatters-attack-dealing-with-abusive-customers/ Not all customers are pleasant when asking for support. Sometimes, anger and frustration can taint communications, and escalate from reasonable distress to downright abuse. For customer service teams, these abusive customers render the workplace uncomfortable and demoralising. Worse, there’s no support channel free from abusive customers. They’ll shout down the phone, swear in live chat sessions, or even be inappropriate over email. So, support teams need to know how to handle hostile int... Wed, 12 Sep 2018 08:16:11 +0000 https://www.whoson.com/customer-service/when-chatters-attack-dealing-with-abusive-customers/ post Beware the robotic response robotic response Niamh Reed <niamh.reed@parkersoftware.com> https://www.whoson.com/customer-service/beware-the-robotic-response/ Your live chat channel is busy. The chat queues are building up, the chat alerts pinging, and you’re not quite living up to that ‘live’ promise. In times like this, chat scripts, canned responses, and pre-set messages are a boon. They allow you to efficiently respond to customers and keep the conversation flowing – without repetitive typing and constantly searching for the right words. But tread carefully. Overreliance on scripts and canned responses leads to the robotic response. ... Wed, 05 Sep 2018 06:00:56 +0000 https://www.whoson.com/customer-service/beware-the-robotic-response/ post