Simon Townsend

UK businesses will now be scrambling fast to get back to some sort of normal, now there is roadmap out of Covid lockdown, and with the prospect of customers returning in droves, businesses are looking towards 24/7 Live Chat to help them maximise service levels and convert opportunity.

We all like to use the 'best' business in town, but there's a real trap if we mistake the busiest for the best. A business that starts out with a fabulous reputation, and wins customers fast off the back of it, can fall equally fast if they fail to manage their customer experience, and their customers' expectations.

A good customer experience is exactly as it says. It's good. Always, When you are quiet or bursting at the seams, under-staffed or over-subscribed, day or night, evenings and weekends.

One of the greatest challenges with any CRM system is the time and cost involved in managing the data. Do you ever feel like it's a waste your time manually entering new prospects into the system? When you really need to be converting prospects and selling more.

Finding the right balance between managing your work commitments while the kids are at home is tough.

As the coronavirus crisis grips us ever tighter, globally we’re facing a time of unprecedented change, where schools are closed and more people than at any time in history are having to work from home.

How can I optimise live chat to increase conversions? A question often asked by business owners who realise live chat is something their customers will benefit from, but don't really understand how it works. Or, just as often, by businesses that have implemented a version of live chat, but aren't seeing any clear results.

How important is process to a business? From the smallest business to the most established brands in the world, having a well-defined business process means the difference between success and failure. Without it, things get lost, things don’t get done, things are forgotten.