About Roy Hegger

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So far Roy Hegger has created 222 blog entries.

How To Choose The Right Digital Customer Service Channel For Your Business

While the increased demand for customer support has produced many business challenges, it also has presented an opportunity for brands to better connect with customers, provide better experiences, and foster stronger relationships through the channels that they prefer — messaging apps.

5 Ways Mobile Shopping Is Transforming Customer Service

These days, the vast majority of consumers have their mobile phones on-hand for every activity — particularly when it comes to online shopping. In fact, it has been projected that purchases on mobile devices will make up the majority of ecommerce sales by the end of 2021.  As a result, mobile shoppers are always looking for easy, convenient, and [...]

How To Encourage More Customers To Use your Live Chat Service

Offering more communication options means more customers can contact support using the channel they prefer. So, it's crucial to help customers see that chat is an option and encourage them to try it. Following some of our real-time chat best practices ensures a company's live messaging feature offers a delightful, engaging experience.

How Instant Messaging Is Changing the Way Companies Conduct Business

Instant messaging represents an evolution in communication methods between individuals and the businesses they shop with. Embracing SMS and third party messaging apps is crucial for businesses to remain competitive and provide the customer experiences that today’s shoppers prefer.

Business Messages from Google: What it Means for eCommerce and How to Get Started

Google’s Business Messages provides online retailers a significant opportunity to connect with their customers. Read the article to learn how to leverage its full capability and avoid common pitfalls and complications.

Proactive Web Actions – Engaging Customers with Contextual & Personalized Chat

Proactive Web Actions are personalized chat engagements that help customers based on where they are in their shopping journey and what they are trying to achieve…

5 Effective Strategies to Improve eCommerce Customer Service

Marketing and sales alone aren't enough for eCommerce businesses to remain competitive, maintain a substantial market share, and grow their brand reputation. They need to go above and beyond to implement outstanding customer service strategies, before and after closing the sale.

In 2020, Conversational Automation Will Transform eCommerce

Accelerated by the global pandemic and nationwide store closures, consumers have rapidly shifted from offline to online channels in a tidal wave of change. In the U.S., eCommerce volume has nearly doubled since January, 2020. As a result of this sudden increase, weaknesses in existing eCommerce systems have been exposed. Wait times to talk to agents have started to [...]