HeyBubble | Blog | Live Chat Software

HeyBubble.com Live Chat Software blog, pertaining to marketing, social media, customer service, and related software releases.

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HeyBubble Wins 2014 TechDay Techie Award - Best in B2B!

Wow!  What an event.  We met so many fantastic people doing some really fantastic things.  It's so exciting to see all of the amazing companies sprouting and growing in the, now thriving, New York tech scene. Now to toot our own horn (well other people did it first - we are just reporting it):

HeyBubble won the 2014 TechDay Techie Award

Best in B2B!

We are quite humbled to have won this award with all of the fantastic companies with which we were in competition - there are truly some great companies out there doing some really inspiring things.  A special thanks to all the judges and the TechDay Staff for awarding us with such an honor.  

We see this as just the beginning of our journey, only inspiring us to work harder, improve our product, and provide the best customer support we possibly can.  2014 has already been great for us and we are only looking forward to bigger and better things.

What's next for HeyBubble?

Here is just a sneak peak at what to expect to see in our next product update:

Partner Program - we are putting the finishing touches on our partner program, which will allow you to get paid for spreading the word about HeyBubble.  Learn More Here.

Preferred Customer Identification - all of your customers are important, but some are REALLY important.  We are going to let your customer service and support reps identify which is which when chatting with them on your site.

... And something to expect to see in the very near future:

Improved Chat Logic - we have had a lot of companies asking about complex logic and we are steps away from giving you all the options you need as an improvement on what we have

Lastly, the super secret stuff:

Well, obviously we can't share all of this stuff, but just know that we are going to start blowing you away with features that will make your reps truly empowered with meaningful data and information to serve your customers better.

Thank again to everyone at NY TechDay 2014!

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Dear users,  For those using Heybubble on imo.im, they just announced today, that they might stop supporting Jabber (http://blog.imo.im/post/78065991703/discontinuing-support-for-all-third-party-messaging). Too bad for them... Note that there is tons of other Jabber compatible IMs you can use to chat with your visitors on mobile devices, full list here http://xmpp.org/xmpp-software/clients/ We recommend to Check out ou Skype feature (also working on Skype mobile app), a very unique integration that made us popular! <3 Love you customers!

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Why having a live chat support software for your website will boost your sales and increase your conversions!

1) Your customers are not doing you any favors, they are on your website to find what they need and don't have time to waste (like you).

This is the key of online conversions: we are getting lazy while browsing the Internet, and when we're not finding what we are looking for... well, we just leave! Even worse, we go to competition :s So there is a lot of great tools to increase conversions: A/B testing, visitors behavior analysis, CRMs, email and phone support, etc... But none of them are real-time. That means only very motivated visitors will use those channels. 

The key is to find before getting tired of searching. Here's where the live chat act as a friendly, non intrusive guide for your visitors.

2) Companies are moving to a mutli-channel customer service model.

Consumers are becoming more sophisticated and demanding. 90% of customers who already engaged in live chat find it helpful and 63% are more likely to return to a website that offers live chat. That mean they now expect to be helped in real-time and they know a lot of companies out there (some might steal that visitor from you) are doing it this way. 

3) We all know that leads are hard to generate and need trust, human trust, not robot trust (neither wait in line trust!) Live chat is also the ability to make forgettable (and forgivable) some of the very small issues, but critical that let a bad first impression.

Plus, there is some industries where human interaction is even more important: Business services, Development Agencies, Real estate, Law, Medical, etc... because they're based on trust. What you need here is bring your expensive service directly to your customers instead of waiting for them to come get it.

4) Proactive chat invitations can help to show your visitors that you're here to help, and finding the perfect moment to engage them in a conversation will make them feel comfortable.

Our live tracking tool is like reading your visitors minds, and lets you engage them at just the right time when they're asking themselves where to go, or better.. when they're about to leave to a competitor :p

With proactive invitations you can setup the chat to automatically engage your visitors at critical steps you can define. Not possible on any other customer service channel right?

5) Live chat boosts productivity, and customer satisfaction.

The fact that the chat allows to help multiple visitors at the same time has two main advantages:       - Your operators will be more productive and will be able to deal with several tasks simultaneously. Plus HeyBubble is integrated with the most usual tools around like Skype, iMessage, iChat, etc... as well as available on mobile devices to let you guys create leads while on the go.

- The waiting time for your visitors will drop significantly. You'll make them happy... if you love them enough.

Try out HeyBubble for free and start converting more customers today.

<3<3<3<3 Love Your Customers <3<3<3<3

Article by David Amsallem CEO & Founder www.HeyBubble.com

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HeyBubble Premium plans are finally live, a great fit for all size businesses. Spread the word around you! Discover our pricing plans here: https://www.heybubble.com/live-chat-pricing

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Have you ever used HeyBubble through Skype or Jabber on your smartphone? And why you should do it.

1) It gives you the ability answer to your visitors directly from your phone.

You'll receive incoming chats on your smartphone with push notifications and you'll be able to help your visitors and turn them into customers while on the go. 

2) It's a no brainer

This feature gives you the ability to answer to the chat while outside the office, using the most usual tools around (Skype, iChat/iMessage, IMO.im, Adium, Pidgin, etc...) and guess what?

This feature is included in ALL our plans! 

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Live chat infographic by HeyBubble

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Our Statistics and Analytics are LIVE!

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Archives are live!

You can now retrieve any chat or conversation from the past as well as names and email addresses of people you've chatted with! Don't worry about loosing info anymore.

Visit the Archives page of your web dashboard to check that awesome new feature. Don't hesitate to tell us what you think in the chat.

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Hey! We reached over 1,000 registered operators and we want to grow to a lot more. Tell your friends and colleagues to like our Facebook page, follow us on Twitter and follow us on Angel List. The more we grow, the better we will be for you!

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Have you seen our new black chat theme? It has just been released and is in very high demand with our customers. The new black chat theme will fit onto any website design and will definitely stand out with your visitors. Also, in the next few days we will be releasing a full pricing page, so feel free to tell all your friends how much you love HeyBubble!

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The long awaited newsletter has finally released, explaining our new features. We did a complete remodel on the layout, explaining the great features of our software, we hope you enjoy it. HeyBubble live chat. 

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Communication is King ♛

Building Bridges

By building bridges we mean creating a means to communicate with your visitors, creating instant feed back. It will bring much delight to your website users to see a live chat window that will allow them the ability to have instant communication with a member of management, CEO, or technical support, fixing any problem you may have right on the spot. The bridge metaphor is great your users are trying to cross a gap may it be either a body of water or a canyon how are they going to cross that gap that separates them from yourself? Use a structure to bring you and them together in this case a live chat software will bring you together. 

Tearing Down Walls

Tearing down walls will let your visitors be able to speak with you directly allowing for greater communication, in turn leading to potential better growth and sales. We can take a look back into history to learn from mistakes that past generations have made, sure you can argue those decisions were for political reasons and aren't relevant in sales, but if you really stop to break it down, it actually does apply. For example the image above is the tearing down of the Berlin Wall, which allowed a nation to be connected again. Before the wall was torn down it was hard for people to communicate with each other. The wall in the case of sales and your website is E-mail, and telephone, sure they are great but your visitors/customers will feel left out as if there is a wall blocking the communication between yourself and them. So take the time to lift the Iron Curtain and "Tear Down That Wall." Your visitors will thank you for it.

https://www.heybubble.com live chat software

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HeyBubble en une minute.

Version française d'ici peu.

Best, 

Heybubble Team

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10 things you need to know for a good customer service!

1. Do not forget that your customer is the one paying your salary and making your job possible. Truly listen to them, and they will feel comfortable letting you know what they want and the best way to provide them great service.

2. Take time to ask questions and concentrate on what the customer is really saying. Pay attention to their words, feelings, tone, etc...

3. Anticipate and identify needs. People will buy solutions to problems before buying goods or services. The more you know them, the better, you will be able to anticipate their needs. The best way to know your customers is to communicate regularly with your community (social networks, blogs, emails, forums, etc...)

4. Make people feel important and appreciated. Adapt to each of your customers and treat them as individuals, they will value your sincerity and this will create trust.  Don't forget to thank them every time you have the oportunity.

5. Always look for ways to help your customers. Tell them "yes" when they have a request, even if you figure out how afterwards. Show customers it's easy to do business with you!

6. Do not be afraid to apologize, when something goes wrong, value your customers' complaints, it's an oportunity for you to improve your business.

7. Always give more than expected. The future of your company lies in keeping customers happy. What can you do that the competitors might not do?

8. Pay attention to feedback. You will never be done with improvements. Encourage suggestions, find methods that make people tell you what they like and what they don't.

9. Your employees are your internal customers, treat them well. Thank them and let them know they're important, they will do the same with your customers.

10. Use a great customer service tool, like the one we offer  HeyBubble live chat software.

Happy Chatting

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How To Best Optimize The Chat Window

                               There are plenty of great features that you can use to optimize your customizable chat window, from adding your company logo to your live chat widget, to connecting socially with buttons linked to your social media pages. Enabling and setting up different options will give your visitors a different experience rather than just having the chat plain.

Pop Up Welcome Button

The popup bubble is a great way to gain the attention of your visitors and let them notice that there is a chat window on your website. It is also a great way to display a brief one sentence message just like the one that we have, "This is HeyBubble, check it out!"

Customization of chat header

The header of the chat window is customizable with the option to allow your visitors to print or email the chat transcript to themselves for future reference. It is important to let the user print or download the transcript of the chat because it doesn't only allow them to access the chat but it also allows you the opportunity to display your companies logo at the top of the transcript, which will also help to promote your website.

Another great feature is the rating feature, which allows your visitors to rate an operator based on their performance, a thumbs up if the operator provided excellent service, thumbs down if the service was below expectations. This allows account manager to see the performance of an operator based on visitor rating.

The Logo in the top right corner is where your visitors see the companies website that they are on.

Inside the Chat Box

Inside the chat box the visitor will see the image of the operator that they have uploaded this gives your live chat a more personal feeling, rather than a static non human interaction type of feeling. There is also another great option of displaying the operators name, this helps to add to the feeling of person to person interactions, which will create trust in your visitor, and add personality to your operator.

Chat Window Footer

The footer is a great place to add your social media page links, allowing your vistors to click the buttons while chatting instead of having to search your website for them. By connecting your social media pages to the chat window you are creating an opportunity for the visitor to click  and follow or like your company pages.

The HeyBubble link is on the chat to remind yourself and your visitors of the company who has provided the awesome live chat experience between yourself and your visitor.

Timothy Cocores

https://www.heybubble.com

Live chat software

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Friday

It's Friday, Most people feel like (see image below)

But not the HeyBubble Live Chat Software team, sure we implement things to break up the day like HeyBubble Inc Star Wars Fridays, but we are hard at work, implementing new features, creating, and polishing what is soon to be one of the greatest live chat software, if not already the greatest. We love all of your feed back, comments and concerns. We are working hard, but don't hesitate to stop by and say hi in the live chat.  - Team HeyBubble https://www.heybubble.com Live Chat Software