Category: Product & Tutorials

So Many Chats, So Little Time

Are chats coming in like a wrecking ball? It’s a great problem to have, but how do you manage them all? I’m here to share some tips we use on the Pure Chat support team that helps us manage a high volume of chats efficiently, while still providing excellent customer service to everyone. Organize the madness. Do you have five chats at one time? 10? 15?! You can’t respond to all of them at once. At the same time you don’t want to get caught up on one conversation. Respond to a user, then move onto the next customer...

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How to Get More Chats

“Hey Pure Chat! How can we get more chats?” As you might imagine, we get asked about getting more chats all the time. That’s our goal! We want to help our customers connect more with their website visitors, leads and customers. We’ve been asked this question so many times that we thought we’d compile the list. For a quick summary, I thought I’d share my top four tips to get more chats here. To review the complete list, check out the top 20 ways to get more chat conversations. Want more leads? Here are 20 ways to get more live...

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Pure Chat Keeps Getting Better!

You guys are the best, so we make sure to keep adding new features as a thank you for being so awesome. We’ve been hard at work over the last couple of weeks and wanted to share what we’ve been doing. And I know you think we’re perfect (don’t laugh), but we did find some bugs. Here’s what we updated. November Updates Did a random nerf gun fight just break out in your office just as a chat came in? Not to worry! If no one on your team responds to a chat quick enough, you can set a time...

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Quickly Integrate Pure Chat with Your Favorite Tools

It’s even even easier to integrate Pure Chat with your favorite apps thanks to some pre-made “Zaps” that will help connect Pure Chat with awesome products in a snap! Check out the list below and learn how to link Pure Chat data with Zendesk, Emma, MailChimp and HubSpot. Turn a Pure Chat conversation into a ticket in Zendesk If customers initial a support request using live chat, you may want to create a ticket in Zendesk while you troubleshoot the issue. This Zapier automation will create a new ticket in Zendesk from a live chat conversation in Pure Chat. See...

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10 Tips for Live Chat Support Etiquette Excellence

The rules of engagement for phone and email conversations are pretty well known at this point. But what are the rules for live chat conversations? It’s a new-ish channel for communication and it blends the familiarity of texting with the more formal nature of business conversations. As a small business owner, sales rep or live chat support operator how do you deliver the best experience? Our fine team of online web chat experts have sourced the definitive list of top ten tips for live chat etiquette excellence. And we promise there won’t be a quiz at the end! #1....

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