Amazing Business Radio
About This Show
Amazing Business Radio features customer service expert and New York Times bestselling author Shep Hyken who interviews leading business professionals and other customer experience experts. Each guest shares tips and insights on how to succeed in business.
The bright business minds featured on Amazing Business Radio come from all over the world and include viral video stars, corporate CEOs, bestselling authors, thought leaders, and many other inspiring personalities. The show covers a variety of topics related to customer service and customer experience and will provide answers that listeners need to know in order to take their success to the next level.
Amazing Business Radio airs every week on, itunes, Soundcloud, and other platforms and channels.
Most Recent Episode
Grow Sales, Revenue, And Customer Loyalty While Improving The Customer Experience
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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.
• 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.
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.