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RapportBoost Podcast – Featuring Mike Aoki

Hear from this foremost expert on the trends in customer service, call centers and the use of live chat. Learn why transferring phone agents over to live chat without training can actually hurt the experience for visitors. David:    Welcome to the RapportBoost videocast series, where we talk to industry leaders within the customer service…

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Live Chat: To script or not to script

Chat scripts are a handy tool, especially for chat agents who find themselves often responding to related customer inquiries. Saving pre-formulated responses allow live chat agents to shorten response times, cut down on repetitive typing, and prevent sneaky typos that arise in tandem with chat volume. Chat scripts, or canned responses, help companies ensure quality…

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In online chat, one size does not fit all

Many of our clients describe a conundrum they face with their live chat team. While they want agents to represent the brand consistently and professionally, they recognize that these people must possess the latitude to show authenticity and go “off script” to build genuine connections. That means employing a “one-size-fits-all” approach for nearly any organization…

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Chat Conversations Vs. Email Conversations – What’s the Difference?

A 2018 Forrester report states that email is still the most common channel for customer support. More than 50 percent of customers surveyed expressed a preference for email over telephone and social media. If you’re thinking email beats out live chat – think again. In another recent survey by Kayako, 41 percent of customers preferred…

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Changing Conversations In the Chat Window and Chat Team

When it comes to chat for customer support and sales, conversations often begin with an inquiry or a grievance. A customer may reach out for product information or requesting recommendations. A customer might need assistance making a decision or may voice a problem with an order. No matter the query, live chat agents must make…

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Dani Apgar named among 50 leaders to follow on Twitter by ICMI

– Leading industry organization for contact center technology companies selects top 50 social media influencers for the fifth consecutive year – Los Angeles – January 9, 2019 – Dani Apgar, EVP of Customer Success and Co-Founder of RapportBoost.AI, a technology company that boosts sales with augmented intelligence, was named to ICMI’s “50 Thought Leaders to…

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RapportBoosting Tip – Fear & Worry

Hi everyone! Dani Apgar here with your RapportBoosting tip which are bits of wisdom gleaned from our platform analyzing millions of chat & SMS conversations for brands. My tip for you today is on Fear and worry – these are strong emotions and can generate instinctive, possibly irrational or illogical reactions. Chat agents need to…

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