Adam Rogers
Kayako
Boston, MA, United States
Contact Adam
Discover and connect with journalists and influencers around the world, save time on email research, monitor the news, and more.
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Past articles by Adam:
3 Reasons You Need Kayako Messenger Live Chat for WordPress
By now, you’re already aware of the benefits of live chat. We talk about them all the time: increase in customer satisfaction, higher likelihood to close sales, larger transaction sizes; the … → Read More
How to Use Your Product Roadmap as a Customer Communication Tool
Product and support teams are interlinked when it comes to customers. Support is the conduit for communication between customers and the product team, passing back and forth customer feedback and product updates and information. But imagine how much easier it would be if your product team could just talk directly to customers? Transparency is key to communication This is exactly what could… → Read More
How Small Teams Are Relishing the Benefits of Live Chat
Have you ever decided to step up from capturing photos on your smartphone to a dedicated DSLR camera? I bet the model you want comes with all the features you need, but also a bunch more that you d… → Read More
Handle Multiple Chats Without Pulling Your Hair Out
The thought of introducing live chat is daunting. You’re opening up the floodgates to a new channel, and it’s another thing added to your already growing list of apps to manage. Why bother with liv… → Read More
Why Your Shopify Store Needs the Best Live Chat App
When you’re thinking about adding a new channel to your Shopify ecommerce store it should be stress free. Especially when you’re thinking of adding a channel that has a bad reputation like live cha… → Read More
How to Extract Practical Data from Your Support Conversations
Looking for data mining techniques in marketing, sales, and customer support? Watch the webinar and see how to learn from your customer conversations and share user insights with the whole company. Ex-Googler and founder of UserChamp Morten Lundsby joined Kayako for a webinar in which he took a look at ways to get more value out of your customer conversations. Morten is an expert in user… → Read More
What Is the Perfect Amount of Transparency for Customer Support?
Wouldn’t it be so much easier to just be completely honest with your customers? Finding the right level of what you can actually tell customers is tough. In this webinar, Kaegan Donnelly, Chief Happiness Officer at Baremetrics and Gary McGrath, Customer Success Consultant at Kayako, discuss the key ways you can act now and be more transparent and honest with your customers. If you’ve not heard… → Read More
Integrated Live Chat Boosts Ecommerce Sales
Last year, I worked with a salesman who repeated the same motto on a daily basis: ‘people buy from people’. At first, I thought he was talking nonsense. I thought it was just an obvious fact, rathe… → Read More
RUFing It out with Customer Feedback: Knowing The “Why”
Do you collect customer feedback? Are you using it to address the problems your customers actually experience? You may have found that Net Promoter Scores are great for learning what customers feel, but don’t provide specific insights. Unstructured comments are rich with detail, but with over 80,000 comments per month coming into Atlassian, it’s Voice of the Customer team couldn’t effectively… → Read More
Customer Service Trends 2018: Creating Effortless Customer-Centric Experiences
At Kayako, we do our best to understand not just our customers’ needs, but their customers’ needs, as well. Armed with that empathy and over ten years in the business, there’s been one consistent s… → Read More
How to Stop Your Customers From Leaving You
No business wants to lose customers. But before throwing more money at the marketing and sales departments, have you ever looked at why some customers churn? Even with excellent onboarding techniques and being there to help the customer settle in, it can be a little baffling why customers still leave you. Generally, businesses are more interested in what’s coming in at the top of the funnel. You… → Read More
3 Ways to Politely Reject Customer Requests
We all know that emotionally, people don’t respond well to “no.” As customers we hate it, so why would you straight up say “no” to a customer request? A by-product of saying “no” is that it often r… → Read More
How to Update Your Email Newsletter Design to Increase Clicks
Boost the click-through rates of your email campaigns. See how to design marketing emails and A/B test your email newsletter to engage your subscribers. → Read More
3 Offline Tactics to Recruit Top Talent
Finding top talent is tough. First you have to think about structuring job descriptions and then it’s onto distributing your advert online. And that doesn’t account for the time it takes to find the r → Read More
Reducing Live Chat Handle Time Doesn’t Mean More Support Agents
Live chat seems like a win-win. Support agents can answer questions rapidly, keep their chat handle time low, and swiftly move on to help the next customer. Unfortunately, customers are rarely gett… → Read More
3 Pain-Free Ways to Cut Live Chat First Response Times
You’ve been here. We all have. You’re browsing online searching for the perfect item at the perfect price. And you find it quicker than you thought! But there’s an item that seems exactly the same,… → Read More
What Your Customers Love and Hate About Live Chat Support
Are you looking to add live chat to your customer support arsenal? If you are evaluating this, you can’t help but pull out a notepad, draw a line down the middle, and write “pros” and “cons” on eit… → Read More
All Hands Support Will Never Work for Your Business
All hands support has been a buzzword in the tech world for a few years now. Its premise—that everyone in the company from the CEO down to developers—spends time working as customer support agents,… → Read More
4 Mistakes You Must Avoid with Customer Feedback Surveys
This is a guest post by our friends over at Nicereply. Viktor Magic will teach why it’s important to ace your next customer feedback survey and which mistakes to avoid. Read on for a great po… → Read More
How An Automated Customer Service Email Saved Us 8 Unnecessary Replies
Even if you’re the best writer or can provide detailed and helpful screenshots, emailing customers can go only go so far. This is why remote sessions are a vital ally in our support strategy. Somet… → Read More