Posts Tagged ‘live chat’

Chat agent training, onboarding taking priority for many organizations

By Tony Medrano and Scott Moberly At Customer Contact Week in Austin last month, we noticed how the discussions surrounding chat training and onboarding stood out far more than in previous conferences. Good reasons exist for this.  Research tells us that 92 percent of customers have a positive experience using Live Chat compared to other…

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RapportBoosting Tip #9 – Happiness Language

Hi everyone! Dani Apgar here with your RapportBoosting tip #9 on Happiness Language J Remember, RapportBoosting tips are bits of wisdom gleaned from our platform analyzing millions of chat & SMS conversations for brands. Happiness is infectious and agents who project happiness in chat are able to create a positive environment for the conversation. Similarly,…

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RapportBoosting Tip#8 – Formal Language

Hi everyone! Dani Apgar here from RapportBoost. I’m in New York visiting prospects yet wanted to share your RapportBoosting Tip #8 on Formal Language.   Informality often builds rapport. However, it is important for agents to communicate formally until the visitor breaks the ice. Mirror their level of formality and reading/writing levels. Remember, RapportBoosting tips…

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Interview with Dan Miller of Opus Research

We had the privilege of speaking with this renowned researcher on the trends in Conversational Selling and evolving role Live Chat is playing in this field. Read on and listen in to excerpts of the interview below: RB: You coined the term “Conversation Commerce” back in 2011, but the name Chat Analytics is new. What…

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RapportBoosting Tip #6 – Emotionally Charged Words

Hi everyone! Dani Apgar here from RapportBoost with your RapportBoosting tip on Emotionally Charged words.  RapportBoosting tips are bits of wisdom gleaned from our platform analyzing millions of SMS & chat conversations for brands. Tip #6  is short & sweet.  Emotionally charged words can produce a strong reaction in a visitor.  Use of emotionally charged words…

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Heidi Rote of Jenny Craig, RapportBoost.AI’s Valued Client, Named Among This Year’s ICMI’s Movers and Shakers

Heidi Rote of Jenny Craig, RapportBoost.AI’s Valued Client, Named Among This Year’s ICMI’s Movers and Shakers – Award by the International Customer Management Institute recognizes trailblazers in the contact center and customer experience industries; Rote recognized for implementing Conversational Selling Analysis Platform by RapportBoost that helped her team double its live chat sales conversion rate…

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RapportBoosting Tip #5 — Empathy.

Hi again everyone. Dani Apgar here from RapportBoost with your RapportBoosting Tip #5 on Empathy. RapportBoosting tips are bits of wisdom gleaned from our platform analyzing millions of chat & SMS conversations for brands. Showing empathy can help build rapport quickly, relax the visitor, and is best used when closing an emotional sales process. Overuse…

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Podcast Interview with HubSpot’s Brian Bagdasarian

Hear our discussions about the evolution of live chat. RB: Brian, thanks so much for your time. Why don’t we get a little background on you and your role at HubSpot? Brian: Sure. So since joining HubSpot I started on the product side when they first acquired motion AI and have transitioned now over to…

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RapportBoosting Tip #4 – Encouragement

Hi everyone! Dani Apgar here from RapportBoost w/your RapportBoosting Tip on encouragement. RapportBoosting tips are bits of wisdom gleaned from our platform analyzing millions of chat & SMS conversations for brands. OK  – Tip #4 Encouragement Encouragement can be powerful in helping visitors emotionally validate their choices and is especially powerful when visitors are trying…

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