Guides for teams that talk to customers
Live chat, WhatsApp and SMS support, AI chatbots and faster answers, explained plainly.
Proactive Live Chat: 7 Triggers That Start the Right Conversations
Proactive chat starts the conversation before the visitor asks. Here are seven triggers that help instead of annoy, with example messages for each.
Read the guide →Live Chat Best Practices: 12 Tips for Faster, Friendlier Support
Twelve live chat best practices for small support teams: reply speed, tone, handovers, saved replies, closing chats well, and what to measure.
Oct 7, 2026How to Build a Knowledge Base Customers Actually Use
A step-by-step guide to building a knowledge base: which articles to write first, how to structure them, how to write them, and how to keep them current.
Oct 7, 2026Instagram DMs for Customer Service: How to Manage Them as a Team
Instagram DMs are a busy support channel. Here's how to answer them as a team: the tools you need, the messaging window rules, and habits that keep replies fast
Oct 7, 2026How to Read a Website Heatmap: Clicks, Attention and Scroll Maps
A practical guide to reading website heatmaps: what click, attention and scroll maps show, the patterns to look for, and how to turn them into fixes.
Oct 6, 2026Customer Support SLAs for Small Teams: How to Set Targets You Can Hit
What a customer service SLA is, which targets to set, example targets by channel and priority, and how to make sure your team actually meets them.
Oct 6, 2026WhatsApp Shared Inbox: How Your Whole Team Can Answer One Number
A WhatsApp shared inbox lets every agent answer customers from one business number. Here's how it works, what you need, and how to set it up.
Oct 5, 2026Free Live Chat Software: 9 Features That Actually Matter
Choosing free live chat software for your website? These are the nine features that make a real difference to customers and your team, and what to skip.
Oct 5, 2026How to Add an AI Chatbot to Your Website That Doesn't Make Things Up
An AI chatbot for your website can answer customers 24/7, if it uses your own content and hands over to people. Here's how to set it up safely.
Oct 5, 2026What Are Rage Clicks? How to Find and Fix Them
Rage clicks are repeated clicks on something that doesn't respond. Learn what causes rage clicks, how to find them on your site, and how to fix them.
Oct 5, 2026How to Reduce First Response Time: 8 Practical Fixes
First response time is how long customers wait for a first reply. These eight practical fixes help small support teams cut it, without hiring more people.
Oct 5, 202612 Canned Responses Every Support Team Should Have (Templates)
Canned responses save your team time on questions you answer daily. Here are 12 customer support templates to copy, plus tips to keep them sounding human.
Oct 5, 2026SMS Customer Support: When Texting Beats Email and Chat
SMS customer support reaches people who don't check email or browse your site. Learn when texting works best, how to do it well, and how to set it up.
Oct 5, 2026