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Grow Sales, Revenue, and Customer Loyalty While Improving the Customer Experience

How can you create a better online support experience for your customers?

Shep Hyken is joined by Jamie Edwards, Kayako’s co-founder and chief operating officer, all the way from London, to discuss the importance of live chat and how it can improve the customer service experience.

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Top Takeaways:

  • Live chat can boost customer loyalty – customers are more likely to stay with or become a repeat customer if a company offers live chat support.
  • Chatbots are with computers and live chats are with people. When using a chatbot, customers can get a response instantly, yet chatbots are not good enough to replace actual people for anything complex.
  • With Kayako, the live chat conversation is always ongoing – you can start a conversation, step away from it, and you’ll be able to pick up the conversation right where you left off.
  • For some businesses, around-the-clock live chat staffing may not be practical – or even expected. For “off hours,” include a message providing business hours, frequently asked questions, and assuring a representative will get back to the customer soon.


“You can’t get more personal than having a one-on-one conversation in real time with a customer service agent or support rep.” – Jamie Edwards

“It drives people completely insane when a chatbot gets things wrong – it’s the worst form of customer service.” – Jamie Edwards

“Customer service engineering needs to be the top priority.” – Jamie Edwards


Jamie Edwards is the co-founder and chief operating officer of Kayako, a service helping companies improve their customer service.

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.

This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:

  1. What is the best way to get into contact with a company?
  2. Where does live chat fit into customer service?
  3. Are chat bots helpful in communicating with customers?
  4. What’s the difference between chatbots and live chat?
  5. How do live chats benefit both companies and customers?
  6. How can companies staff for live chats?

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