Monthly Archives: November 2016

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Live Help live customer service free program

Live Help – Live Customer Service On Your Website Free

When I first started building websites, I found very few websites with Live Help / Customer Service online. The ones that did have it seemed light years ahead of the others. Now, online stores or companies that provide any type of service need a live customer service.

Just think of the sites you visit, it is that one extra opportunity to turn visitors into a customers.

Evey website that has Live Help, and puts their customer service online, puts the customers at ease and encourages sales by having an instant solution for any issues. No wait time after sending out an email. If the site’s staff is busy helping another customer, there’s always a convenient form to fill out for any questions or issues.

Based on data of global research study from Ovum, the report tells consumers’ growing dissatisfaction with their digital experiences and reveals contact center investments to help achieve your business goals and win the hearts and minds of today’s connected customers.

Key findings including:

82% of consumers have stopped doing business with a brand following a bad experience

50% of customers are frustrated with automated response systems, and 43% are dissatisfied with the amount of time it takes to reach a representative

62% of consumers believe it takes 5+ interactions before they resolve their issue, whereas 54% of contact center managers think it only takes 1-2 interactions

If customers knew they could get a resolution on the first attempt, 78% would choose a channel other than a phone call

Today, the Live Help industry is booming.

Some Live Help platforms cost upwards of thousands of dollars a year depending on the features and how many operators you want to add. This used to leave all the smaller business behind – that is no longer the case.

After trying many of the “paid” live customer service programs, I found one that not only has over 95% of the features of the Live Help Big Guys but… it is FREE. tawk.to is a free messaging app that lets you monitor and chat with visitors on your website or from a free customizable page. We use and LOVE it on our pages, and it is the only live customer service program that we recommend to our clients!

Yes, I said free, and here are some great details about what you can do with it:

Rich in Professional Live Help Live Customer Service Features and still 100% FREE  forever!

All the premium features you would expect, just without the price tag! There is no ‘premium’ version, just one version for everyone, with nothing to pay. Ever.

Custom Live Help Widget

Modify the Size, Colors, Position and Content of the visitor widget to suit your website.

You can even customize the widget to suit your language!

Chat History

View a complete history of every chat you and your team have had. Your transcripts are stored indefinitely and you can delete them at any time. If your visitor returns, the last visit or chat can also be reviewed.

Automated Triggers

Automated Triggers allow you to set automated messages based on multiple conditions, like time, visiting a specific page, or performing a certain action, etc.  We recently set a trigger on a client’s website to show when a visitor went to the FAQ or HELP pages.

Shortcuts

Save time by answering frequently asked visitor questions with shortcuts. Shortcuts are a major time saver, and they allow you to share recommended messages or answers with new members of your team.

E.G. – Instead of typing “Hello, welcome to our website, how can we help?” you could create a shortcut that is simply /hello

Multiple Agents

live help free full featured plugin for wordpresstawk.to is an agent-centric application, as opposed to company-centric. What this means, is that every agent is an administrator of their own account and can be invited to share multiple different ‘sites’ or ‘pages’.

You can add an unlimited number of agents!

Aliases

You can have multiple aliases, so you can answer each chat with whichever name you like. Each alias can also have its own profile picture, work title, etc.

Manage Multiple Sites

Add multiple different widgets to as many websites as you like, so you can track where all your chats are coming from. Log into one dashboard, and answer on behalf of many different sites.

tawk.to is an Agent-Centric application, so every agent has their own account and can share ‘sites’ with one another. Sites have their own customization settings and can have an unlimited number of customizable widgets.

Visitor Monitoring

Track and monitor the visitors on your website in real time, watch as they navigate from page to page within your site. Gain key insights into visitor behavior, and track their geographic location, return visits, and much, much more.

The Best Products Are Free

The web’s biggest companies, and arguably the best products, are almost always free.

From Facebook to Google, Twitter and Instagram – free does not mean cheap.

tawk.to is jam-packed with all the features you need to provide winning customer support – it is lightning fast, reliable and scalable. If you already use live chat on your site, there really is no reason to keep paying per agent!

tawk.to is FREE, they do have add-ons that you could pay for, but the free program has more features than most paid programs costing hundreds of dollars a year.  You can get the plugin that fits your page today at http://tawk.to

If you need help installing it, setting it up, chat icon graphics, training, we would be glad to help. Check out our installation, setup services for this great program! 


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Facebook Likes: Quality, Not Quantity

Facebook Likes: Quality, Not Quantity

Likes created by fake accounts or people without real intent are bad for business.

While there are countless services that offer up Facebook likes, as a business owner and page manager, it’s important to understand that anything that doesn’t bring your page an authentic “fan”, won’t help you. In fact, it can hurt your business, and not just alter your statistics.

First, let’s be clear; What are “fake likes”?
Fake likes on Facebook (as well as followers on other social media pages,) are third party services offering likes from fake accounts, or people without real interest, by selling you a certain number of likes for a flat fee. Most of these services offer anywhere from 500 to tens of thousands of likes for a fairly low rate.

Where do these likes or followers come from?
There are four basic ways that fake likes are generated:

  • “Click Farms” in which users with real accounts on Facebook are paid to manually like specific Pages
  • Fake accounts that are created for the primary purpose of liking Pages
  • Self-compromised accounts in which a person voluntarily installs malware or gives up control of their personal account in order get more likes for their Page
  • Compromised accounts that have been unknowingly infected with malware, causing the accounts to like Pages without consent of the account owners

These services make their money by promising, and delivering, Facebook likes to Page owners and admins around the world who may not understand the negative results of purchasing these likes.

Focus on real business objectives, not just page likes.
Page likes are valuable, as they make your ads more visible. They give your business credibility on Facebook. However, having likes is not the end goal. Taking advantage of genuine Facebook likes, as well as using the objectives available in the Ad Manager, will help to drive in-store purchases, app downloads, and assist in building your customer base.

Don’t buy fake likes that will hurt your business long term.
While many Page admins think that fraudulent likes are a useful tool to increase the perception of how popular their Page is, the likes end up being detrimental to the Pages, business owners, and admins that purchase them. Few of these fraudulent likers continue to engage with a Page after liking it. While others do, if you’re a local business or offering a local service, the traffic and engagements from accounts across the country, or across the world, won’t reflect your business plan or goals.

Facebook takes into account Page and post engagement rates when deciding when Facebook Likes: Quality, Not Quantityand where to deliver a Page’s ads and content. So Pages with lower organic like counts are harming themselves, making it much harder and even more expensive, to reach the people they care about most. In cases of bought likes, your posts and advertising could be shown to people far outside of your targeted reach. This means that genuine fans are unlikely to see any of the content you post.

In order to understand your audience, and your customer base, it’s important to use Facebook’s likes and reach count. Targeting the proper audience to meet your goals becomes almost impossible when the people, and accounts, liking your page aren’t in your target demographic.

There are a few steps that you can take in order to make your Facebook page work for you.

Invite Relevant People
You may be tempted to invite all of your friends to like your Page. Be cautious with this, as many friends will like your page to be nice, and never interact with your content. Invite friends and family who may have an interest in your business.

Promote Your Page
Both online, and offline. Use your website, as well as other social media accounts, to invite potential customers to like your Facebook page. Feature your online content in your offline advertising; whether it’s signs, business cards, or testimonial questionnaires for existing clients.

Be Interesting and Provide “Value”
This should be high priority for you: What does your Page offer to visitors? It shouldn’t only be about promoting yourself. Value can be found in exclusive deals, providing information or tips from your industry, or even giveaways.

Remember that “easy” is not always “best“. Drive customers to your Facebook page, and ultimately your website and business, organically to see the best results and highest return of your time and advertising budget.


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Facebook's%TextRule

Facebook’s 20% Text Rule

If you’re in any way familiar with social media marketing, you’re aware of some specific rules regarding advertising on your Facebook business or fan page.

For a long time, Facebook’s 20% text rule was one that few people were aware of. The rule stated that text couldn’t make up more than 20% of the image of your Facebook Ad. Facebook was very strict with this, and many advertisers saw their ads rejected because of it. They even had a (now discontinued) grid tool where you could upload your planned ad to see exactly how much of the image your text took up in order to save you time waiting for a response from Facebook. The old rule even rejected ads from businesses containing text on products, including t-shirts or coffee mugs.

The grid tool that Facebook had available was great, in that you could see exactly where your text landed on the image. If your text touched more than 5 out of 20 boxes, you knew you were missing the mark. It allowed you to rethink size and placement of your text, though it forced you to put watermarks or logos in strange places on your ad.

Facebook's 20% Text RuleIn the first quarter of 2016, Facebook changed their 20% rule, or at least they changed how your image passed or failed the original rule. Instead of a handy grid tool, now Facebook gives a rating: Ok (your ad will run normally,) Low (your ad’s reach may be slightly lower,) Medium (your ad’s reach may be much lower,) and High (your ad may not run.) The text rule includes more than just words on your image, as well; Numbers, text based logos (regardless of size), as well as required watermarks are all taken in to account.

There are a few exceptions to the rule, mostly regarding posters, products with text on them, as well as comics and infographics.

As with all changes, there are some advantages, and disadvantages, to the new system.

The good? Advertisers and businesses are technically not (as) limited to the text on their images on Facebook anymore. You could always have less text, but now you can add more if your promotion really needs it. There’s just a bit of wiggle room, which gives a little more freedom and control to the images used in Facebook advertising.

The bad? While the 20% rules’ update offers seemingly more wiggle room, the rule itself is still pretty vague. Having the ability to add more text than before seems like a reason to rejoice… but, it may not do you much good, as your reach could be limited (and in some cases where your ad is rated “High”, may not even be displayed at all). Facebook also still seems to prioritize images without text above those with text.

While the strict rule may have changed enough to give advertisers just a bit more freedom, it’s wise to err on the side of caution, and only use text that is absolutely necessary.

Test your own images with Facebook’s Text Overlay Tool.