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How Customer Service and Marketing Should Collaborate in eCommerce

by Jon Tucker | May 5, 2022 | Blog, Customer Service

An e-commerce marketing team always wants to know what’s working to drive sales to understand customers better and drive more. In contrast, the customer service team typically gets bombarded with ticket volume – especially when marketing succeeds at...
Managing Quality in Customer Service (At Scale)

Managing Quality in Customer Service (At Scale)

by Jon Tucker | Apr 20, 2022 | Blog, Customer Service, Live Chat

When you start your brand, you put care and attention into every customer interaction. As you go through the Customer Service Team, you learn to train agents to do a good job. But as the team grows, especially when you start to hire managers, it could be tough to...
3 Ways to Streamline Your Customer Service Workflow in Gorgias

3 Ways to Streamline Your Customer Service Workflow in Gorgias

by Jon Tucker | Mar 17, 2022 | Blog, Customer Service

Customer service is hard to manage due to the sheer volume of tickets and the never-ending slot of new tickets coming in. Well, you probably have plenty of ways you can improve your customer service infrastructure to be more efficient, it can be difficult to make...
Using Live Chat to Drive SEO Google Rankings

Using Live Chat to Drive SEO Google Rankings

by Jon Tucker | Jan 20, 2022 | Blog, Customer Service, Live Chat

Driving traffic is a critical part of building a successful e-commerce business. While many stores drive the majority of their traffic with advertising, this can become quite expensive over time. While it’s unlikely you will move away completely from paid...
Make Scaling Easier with a Customer Service Playbook

Make Scaling Easier with a Customer Service Playbook

by Jon Tucker | Jan 13, 2022 | Blog, Customer Service, Live Chat

Managing customer service as you grow is difficult. Not only is training new customer service agents tough, but as you scale, you’re going to be constantly bringing on additional agents. So training alone can become a full-time role if you are not strategic about it....
3 Advanced Chat Greetings That Drive Conversions

3 Advanced Chat Greetings That Drive Conversions

by Jon Tucker | Dec 9, 2021 | Blog, Customer Service, Live Chat

Live chat can be a great customer service tool to help visitors directly to your website. But if you use live chat strategically, you can drive a lot of conversions directly because of chat also. The major factor in driving conversions with chat is using live chat...
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