Customer service
Why response time is the most important metric in live chat
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 article← All articles
Customer service
Customer service people remember
Response times, tone of voice, complaints, knowledge bases and KPIs: practical articles about the daily work of a strong service team.
13 articles
Customer service
Customer service people remember
Customer service
Writing in chat: 9 tone-of-voice rules for better conversations
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 articleCustomer service
Improving first response time: 8 concrete fixes
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
Measuring customer satisfaction in chat: CSAT, NPS and what they're actually good for
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 articleCustomer service
The 10 chat KPIs you actually need to track
Many dashboards measure activity instead of results. These ten numbers actually show what's happening.
3 March 2026 · 6 min read
Read articleCustomer service
Getting started with live chat: the 30-day plan
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
Preventing chat queues: organising capacity smartly
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
After the sale: how service conversations create repeat customers
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
Onboarding chat agents: from new hire to brand expert
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
Privacy and GDPR in live chat: what to watch out for
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 articleCustomer service
Building a knowledge base that makes your customer service twice as fast
The difference between ten minutes of searching and a ten-second answer lies in your knowledge base.
18 November 2025 · 5 min read
Read articleCustomer service
Handling complaints in chat: de-escalating in four steps
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 that don't feel canned
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 articleYour customers are already talking. Let Chathands answer.
Real people. Real conversations.
Book a demo7 days a week · 09:00 – 22:00