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17 Must-Have Live Chat Features in 2026 (What Modern Support Teams Actually Need)
I was ordering a jacket on a shopping app. The payment went through, but the confirmation screen froze. There was no order ID. I couldn’t
I was ordering a jacket on a shopping app. The payment went through, but the confirmation screen froze. There was no order ID. I couldn’t
CX Spotlight is a series where we speak to customer experience leaders from across industries who are rethinking support, building customer-first cultures, and finding clarity
Live chat is now the most preferred support channel for 41% of consumers*, which raises the bar on how reliably teams need to run it.
The first sign an enterprise helpdesk is breaking at scale is a missed SLA. I’ve seen it happen when tickets move across teams and no
CX Spotlight is a series where we speak to customer experience leaders from across industries who are rethinking support, building customer-first cultures, and finding clarity
When I started in customer service, I heard all the standard rules. The customer is always right. Put them first. Always smile. Never argue. I
Support leaders are under constant pressure to justify spend and improve ROI, especially when per-agent costs climb, and leadership expects clear efficiency gains. When evaluating
CX Spotlight is a series where we speak to customer experience leaders from across industries who are rethinking support, building customer-first cultures, and finding clarity
CX Spotlight is a series where we speak to customer experience leaders from across industries who are rethinking support, building customer-first cultures, and finding clarity
When customers reach out to you on chat, they expect an instant reply. They don’t want to wait in a queue or repeat information across
CX Spotlight is a series where we speak to customer experience leaders from across industries who are rethinking support, building customer-first cultures, and finding clarity
CX Spotlight is a series where we speak to customer experience leaders from across industries who are rethinking support, building customer-first cultures, and finding clarity
CX Spotlight is a series where we speak to customer experience leaders from across industries who are rethinking support, building customer-first cultures, and finding clarity
Vision Helpdesk looks feature-rich at first, but cracks appear in daily use. The interface is cluttered and hard to navigate, so new agents struggle to
If you’ve used TeamSupport, you’ve probably felt the frustration. The interface feels outdated and clunky, making even simple tasks take longer than they should. Routing
Customer service leaders today face a tough reality: support volumes are climbing, customers expect faster resolutions, and agents are burning out. There’s no playbook handed
Searching for secure email alternatives? Discover the top 7 Proton Mail alternatives for businesses in 2025 with privacy-focused features and reliable performance.
If managing support on Kayako feels cumbersome, you’re not alone. Analytics don’t go deep enough, workflows are complicated, and integrations often fall short. These issues
Discover actionable tips to elevate your holiday-time customer service. Learn how to handle increased volume, boost team morale, and exceed customer expectations during the busiest season.
Let’s consider a scenario in which a new agent fumbles a refund call, and your customer leaves frustrated. Now, your team rushes to fix the
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