Knowledge & insights
Practical articles on live chat, outsourcing, conversion and customer service. Written by the people who handle thousands of conversations every day.
Knowledge & insights
Outsourcing
An in-house chat team is expensive, hard to schedule, and rarely online in the evening. Outsourcing solves that — if you approach it the right way.
10 August 2026 · 6 min read
Read articleOutsourcing
There's a world of difference between 'hiring an agent' and 'paying per conversation'. We put the real costs side by side.
28 July 2026 · 7 min read
Read articleConversion & sales
Most chats are run like a help desk. A shame — because the best sales opportunities actually arise in conversation.
14 July 2026 · 6 min read
Read articleChannels
Your customer doesn't think in channels. They message, email and chat interchangeably — and expect you to never lose the thread.
30 June 2026 · 6 min read
Read articleAI & humans
AI promises 24/7 service for next to nothing. Yet real people sell better and resolve more. The truth lies in the combination.
16 June 2026 · 7 min read
Read articleCustomer service
Chat is the one channel where 'later' doesn't exist. If you don't reply within half a minute, you've already lost the customer.
2 June 2026 · 5 min read
Read articleChannels
Your customers message friends and family on WhatsApp every day. Why would they suddenly have to call your business instead?
26 May 2026 · 6 min read
Read articleConversion & sales
In a physical shop, you walk up to a member of staff. Online, live chat is that staff member — and it often decides whether the basket gets checked out.
19 May 2026 · 6 min read
Read articleConversion & sales
The best chat conversations don't start with the visitor — they start with a well-timed question from you.
12 May 2026 · 6 min read
Read articleCustomer service
The same message can land cold or warm. In chat, your tone shapes how the customer experiences your brand.
5 May 2026 · 5 min read
Read articleOutsourcing
Your website doesn't close at 5pm. So why would your customer service?
28 April 2026 · 5 min read
Read articleChannels
Not every conversation belongs on the same channel. The trick is to use each channel where it's strongest.
21 April 2026 · 6 min read
Read articleOutsourcing
Outsourcing succeeds or fails in the preparation. This checklist prevents the mistakes we see most often.
14 April 2026 · 7 min read
Read articleCustomer service
Response time doesn't improve through harder work — it improves through better setup. Eight fixes that make an immediate difference.
7 April 2026 · 6 min read
Read articleCustomer service
A thumbs-up means little if you never act on it. Here's how to turn satisfaction measurement into an improvement engine.
31 March 2026 · 6 min read
Read articleConversion & sales
A form gets you an email address. A conversation gets you context, urgency and an appointment.
24 March 2026 · 6 min read
Read articleOutsourcing
Peak weeks make or break your year. And that's exactly when customer service tends to buckle.
17 March 2026 · 6 min read
Read articleChannels
Customers prefer to buy in their own language — and drop off the moment service isn't.
10 March 2026 · 6 min read
Read articleCustomer service
Many dashboards measure activity instead of results. These ten numbers actually show what's happening.
3 March 2026 · 6 min read
Read articleIndustries
The showroom has moved to the sofa: buyers decide in the evening which cars they'll go and see.
24 February 2026 · 6 min read
Read articleIndustries
In an overheated market, the fastest agent wins. Chat makes you reachable at the exact moment someone is browsing.
17 February 2026 · 5 min read
Read articleIndustries
The holiday decision happens on the sofa on Sunday evening — not at ten o'clock on Monday morning.
10 February 2026 · 5 min read
Read articleIndustries
Every support question an engineer answers costs you twice: the question itself, and the development time.
3 February 2026 · 5 min read
Read articleIndustries
'Is this in stock at the Manchester store?' — answer that instantly and you send a customer straight out the door to your branch.
27 January 2026 · 5 min read
Read articleConversion & sales
By 2026, an online store's customer service isn't a cost centre anymore — it's a sales channel. These are the six shifts driving that change.
20 January 2026 · 6 min read
Read articleCustomer service
Adding a chat button takes an afternoon. Building a chat channel that delivers results takes thirty days — here's the plan.
13 January 2026 · 7 min read
Read articleCustomer service
A chat with a queue is a contradiction. Yet most teams get stuck every afternoon. Here's how to prevent it.
6 January 2026 · 5 min read
Read articleCustomer service
The most expensive customer is the one you lose after their first purchase. Service conversations decide whether there's a second one.
16 December 2025 · 5 min read
Read articleCustomer service
Someone can write perfectly and still run poor chats. Onboarding is a craft of its own.
9 December 2025 · 6 min read
Read articleCustomer service
Every chat contains names, email addresses and sometimes order numbers. That makes your chat platform a data processor under GDPR.
2 December 2025 · 5 min read
Read articleOutsourcing
No one outsources customer service on day one. These seven signs tell you when the moment has arrived.
25 November 2025 · 6 min read
Read articleCustomer service
The difference between ten minutes of searching and a ten-second answer lies in your knowledge base.
18 November 2025 · 5 min read
Read articleAI & humans
The question isn't whether to use AI, but in which conversations. A simple framework for choosing by question type.
24 August 2026 · 6 min read
Read articleAI & humans
The biggest gain from AI in customer service isn't the bot out front — it's the support it gives the person behind it.
22 August 2026 · 5 min read
Read articleAI & humans
Fully automated is cheap but cold. Fully human is warm but expensive. Reality sits in between.
20 August 2026 · 6 min read
Read articleChannels
Questions that land in a marketing intern's Instagram inbox matter just as much as questions in your service desk. They're rarely treated that way.
18 August 2026 · 5 min read
Read articleChannels
Every question that comes in by email takes, on average, more time to resolve than the same question in chat. Yet you're still sending customers there.
16 August 2026 · 5 min read
Read articleConversion & sales
A customer's hesitation rarely lasts long. On the product page, an answer within a minute decides whether the order happens at all.
14 August 2026 · 5 min read
Read articleConversion & sales
An abandoned cart is almost never a change of heart. Usually, it's an unanswered question.
12 August 2026 · 6 min read
Read articleIndustries
A jammed phone line and a reception desk helping patients at the same time: chat takes over exactly the predictable share of that volume.
10 August 2026 · 5 min read
Read articleIndustries
In this sector, volume isn't a flat line — it's a series of peaks. Fixed staffing is, by definition, either too much or too little.
8 August 2026 · 5 min read
Read articleCustomer service
Complaints in chat escalate faster than on the phone — and can also be resolved faster. The difference lies in the first two sentences.
6 August 2026 · 6 min read
Read articleCustomer service
Canned responses are the fastest way to halve your response time — and the fastest way to sound impersonal.
4 August 2026 · 5 min read
Read articleOutsourcing
Outsourcing isn't always the answer. These are the four factors that decide the choice in practice.
2 August 2026 · 6 min read
Read articleReal people. Real conversations.