Azure Bot vs IBM Watson: comparing the two bot framework titans

Amongst their vast suite of technology offerings, Microsoft and IBM are two of the best and biggest bot service providers […]

Chat benchmarks insights from the insurance industry

The insurance industry is transforming, with more and more consumers accessing and engaging with their insurance providers online

The disruptive force of finchat

How chatbots and conversational AI (‘finchat’) are transforming financial institutions.

Bridging the gap between expectation and experience

Price comparison websites and the case for live chat.

Are you speaking the customer’s language?

This white paper explores the impact of support bottlenecks, the need to speak the customer’s language, and the real value […]

Five steps to GDPR compliance: key considerations for customer service teams

Get your customer service team ready for GDPR compliance.

Archive: Archives


Three customer service lessons plucked straight from fairy tales

Once upon a time, in an office far, far away… When searching for tips to improve your customer service offering, […]


The ultimate compendium of live chat software statistics

Live chat software is no longer negotiable. It’s not a luxury, it’s not a nice-to-have, and it’s not an optional […]


The 3 simple steps of saying goodbye via live chat

First impressions are important. But saying goodbye is the final impression you make in a conversation, and it matters just […]


5 ways to spot a shady live chat provider

Live chat is a growing market. And that means, unfortunately, that there is a huge upsurge in the shady live […]


A working life: the live chat software developer

In Paul Johnson’s job, only two things are certain: his code either works or it doesn’t. An ex-military man, Paul’s […]


50 live chat tips to delight your digital customers

Live chat is fast becoming the holy grail in customer service. We live in a digital landscape, where people prefer […]


An A-Z of live chat software essentials

Live chat software is flooding the market. There are hundreds of options to choose from, each claiming to be better […]


The 3 fundamental reasons your customers love live chat software

Unless you’ve been living in a cave, you will have noticed the rise of live chat software in recent years. […]


Expert interview: coding in the classroom

In a skills-short IT industry, coding in the classroom has become a pressing topic. Nurturing the next generation of technological […]


The dos and don’ts of canned responses

Canned responses are a staple feature of live chat software. In a nutshell: a canned response is a pre-set reply […]