How can you create a better online support experience for your customers? Shep Hyken is joined by Jamie Edwards, Kayako’s co-founder and chief operating officer, all the way from London, to discuss the importance of live chat, and how it can improve the customer service experience. TOP TAKEAWAYS • Live chat can boost customer loyalty - customers are more likely to stay with or become a repeat customer if a company offers live chat support. • Chatbots are with computers and live chats are with people. When using a chatbot, customers can get a response instantly, yet chatbots are not good enough to replace actual people for anything complex. • With Kayako, the live chat conversation is always ongoing – you can start a conversation, step away from it, and you’ll be able to pick up the conversation right where you left off. • For some businesses, around-the-clock live chat staffing may not be practical – or even expected. For “off hours,” include a message providing business hours, frequently asked questions, and assuring a representative will get back to the customer soon. ABOUT Jamie Edwards is the co-founder and chief operating officer of Kayako, a service helping companies improve their customer service. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

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