Support tips
8 posts in this category.
How to cut your first response time without hiring
Seven practical changes that shorten the wait before a customer hears back, from routing and saved replies to letting AI take the repeat questions.
Live chat for online stores: answering order questions fast
How online stores can handle "where is my order?" and other common questions in chat, with real store data, AI help and clear rules for returns and refunds.
Live chat vs email support: which one should you offer?
An honest comparison of live chat and email for customer support, with a simple way to decide which questions belong where, and how to run both without doubling the work.
WhatsApp, Instagram and website chat in one inbox
Why customers message you on many channels, what goes wrong when each one lives in its own app, and how to run them all from a single shared inbox.
Measuring support quality: CSAT, response time and resolution
Which customer support metrics are worth tracking, how to collect CSAT without annoying customers, and how to turn the numbers into weekly improvements.
Open queue or auto-assign: how to route your support chats
The trade-offs between letting agents pick chats from a shared queue and assigning them automatically, plus round robin vs least busy and when to use teams.
How to write saved replies that don't sound canned
A practical guide to building a library of saved replies your team will actually use, with structure, tone, naming and maintenance tips.
Live chat best practices for small teams
How a team of two to ten people can offer live chat without burning out, from realistic hours and a clear queue to saved replies, AI help and a weekly review.