https://hodhod.chat/mag Practical guides on live chat, customer support, ticketing and SLAs, plus step-by-step setup guides for Hodhod — from the Hodhod team. en https://hodhod.chat/mag/widget-announcements https://hodhod.chat/mag/widget-announcements Wed, 07 Oct 2026 00:00:00 +0000 Setup guides Payment gateway down or support closed? See how to tell customers before they ask with an announcement or warning at the top of the chat widget: writing the text, links and images, scheduling, three examples and common mistakes. https://hodhod.chat/mag/android-sdk-tutorial https://hodhod.chat/mag/android-sdk-tutorial Tue, 06 Oct 2026 00:00:00 +0000 Setup guides Add support chat and tickets to your Kotlin and Compose app with the Hodhod Android SDK: add the dependency, configure it, open the chat, identify users with HMAC, set theme and language, show unread counts, and fix common errors. https://hodhod.chat/mag/ticketing-vs-live-chat https://hodhod.chat/mag/ticketing-vs-live-chat Mon, 05 Oct 2026 00:00:00 +0000 Customer support Live chat or tickets? How to choose, the situations where each works best, how to combine them by converting a chat into a ticket, and how to pick the widget contact mode in Hodhod. https://hodhod.chat/mag/support-qa-review-scorecard https://hodhod.chat/mag/support-qa-review-scorecard Mon, 05 Oct 2026 00:00:00 +0000 Customer support What support QA is, how to design a scorecard with weighted criteria, which conversations to sample, and how to give feedback that agents will actually accept. https://hodhod.chat/mag/support-chatbot-flow-handoff-ticket https://hodhod.chat/mag/support-chatbot-flow-handoff-ticket Mon, 05 Oct 2026 00:00:00 +0000 Setup guides How to design a support chatbot flow: choosing the first questions, collecting information, a working-hours condition, handoff to an agent or a ticket, the simulator, and improving with drop-off analytics. https://hodhod.chat/mag/measure-csat-dsat-sla https://hodhod.chat/mag/measure-csat-dsat-sla Mon, 05 Oct 2026 00:00:00 +0000 Customer support How to calculate CSAT and DSAT, how to define an SLA, and how to read the three together to see where support is strong and where it isn't, with examples and a checklist. https://hodhod.chat/mag/jira-support-integration https://hodhod.chat/mag/jira-support-integration Mon, 05 Oct 2026 00:00:00 +0000 Customer support Why copying conversations into Jira by hand fails, what a support issue should tell engineering, and how to keep the status of both systems in sync. https://hodhod.chat/mag/issue-tracking-support-teams https://hodhod.chat/mag/issue-tracking-support-teams Mon, 05 Oct 2026 00:00:00 +0000 Customer support What is an issue, how does it differ from a tag and a ticket, and how support teams track problems that keep coming back using occurrences, customer satisfaction, and resolution time. https://hodhod.chat/mag/incident-spike-alerts-support https://hodhod.chat/mag/incident-spike-alerts-support Mon, 05 Oct 2026 00:00:00 +0000 Customer support How to tell when a problem is blowing up in support, how to set the alert threshold and window so it's neither late nor noisy, and what to do after the alert fires. https://hodhod.chat/mag/telegram-customer-support https://hodhod.chat/mag/telegram-customer-support Sat, 03 Oct 2026 00:00:00 +0000 Customer support How to run customer support on Telegram well: account or bot, response rules, security, templates, teamwork and reports, all from one shared inbox. https://hodhod.chat/mag/sla-customer-support https://hodhod.chat/mag/sla-customer-support Sat, 03 Oct 2026 00:00:00 +0000 Customer support What an SLA is in customer support, the three targets to set, a ready-to-use example by priority and how to apply and track SLAs in Hodhod. https://hodhod.chat/mag/pre-chat-form https://hodhod.chat/mag/pre-chat-form Sat, 03 Oct 2026 00:00:00 +0000 Setup guides Should you ask for a name, email or phone before a chat? How to choose pre-chat form fields, validate them and set the form up in Hodhod. https://hodhod.chat/mag/peak-season-support-checklist https://hodhod.chat/mag/peak-season-support-checklist Sat, 03 Oct 2026 00:00:00 +0000 Customer support A four-week checklist to prepare your support team for Black Friday and big sales: staffing, canned replies, chatbot, queue settings and live monitoring. https://hodhod.chat/mag/install-live-chat-site-builders https://hodhod.chat/mag/install-live-chat-site-builders Sat, 03 Oct 2026 00:00:00 +0000 Setup guides Add the Hodhod live chat widget to Shopify, Wix, Squarespace, Webflow or any site with Google Tag Manager: where to paste the code and what to check. https://hodhod.chat/mag/first-contact-resolution https://hodhod.chat/mag/first-contact-resolution Sat, 03 Oct 2026 00:00:00 +0000 Customer support What FCR means, how to calculate it with an example, what a good rate looks like and 8 ways to solve more customer issues on the first contact. https://hodhod.chat/mag/what-is-ticketing-system https://hodhod.chat/mag/what-is-ticketing-system Mon, 28 Sep 2026 00:00:00 +0000 Customer support What is a ticketing system and how does it differ from live chat? The ticket lifecycle, prioritization, SLAs, and how a conversation becomes a ticket in Hodhod. https://hodhod.chat/mag/what-is-csat https://hodhod.chat/mag/what-is-csat Mon, 28 Sep 2026 00:00:00 +0000 Customer support What is CSAT (customer satisfaction score)? The formula with an example, CSAT vs. NPS and CES, when to survey, how to ask, and 7 ways to raise your score. https://hodhod.chat/mag/support-agent-onboarding https://hodhod.chat/mag/support-agent-onboarding Mon, 28 Sep 2026 00:00:00 +0000 Customer support An onboarding checklist for new support agents: accounts and security, product and tool training, tone of voice, practice scenarios, shadowing and key metrics. https://hodhod.chat/mag/out-of-office-messages https://hodhod.chat/mag/out-of-office-messages Mon, 28 Sep 2026 00:00:00 +0000 Customer support 15 ready-to-copy after-hours messages for live chat — evenings, weekends, holidays, busy periods — plus what a good away message includes and how to set it up. https://hodhod.chat/mag/live-chat-response-time https://hodhod.chat/mag/live-chat-response-time Mon, 28 Sep 2026 00:00:00 +0000 Customer support What's a good live chat response time? The metrics that matter — first response, reply and resolution time — realistic targets, and 8 ways to answer faster. https://hodhod.chat/mag/live-chat-increase-sales https://hodhod.chat/mag/live-chat-increase-sales Mon, 28 Sep 2026 00:00:00 +0000 Sales & growth Many lost sales come down to one unanswered question. 8 practical tactics turn your website's live chat into a sales tool — from greetings to measuring results. https://hodhod.chat/mag/install-live-chat-wordpress https://hodhod.chat/mag/install-live-chat-wordpress Mon, 28 Sep 2026 00:00:00 +0000 Setup guides Add Hodhod live chat to WordPress or WooCommerce in minutes with the free Hodhod plugin, or with WPCode or your theme, plus fixes for common issues. https://hodhod.chat/mag/install-live-chat-on-website https://hodhod.chat/mag/install-live-chat-on-website Mon, 28 Sep 2026 00:00:00 +0000 Setup guides Add Hodhod live chat to any website in minutes: create a website inbox, copy the snippet, paste it into your site, and set the language, theme and waiting queue. https://hodhod.chat/mag/handle-angry-customers https://hodhod.chat/mag/handle-angry-customers Mon, 28 Sep 2026 00:00:00 +0000 Customer support A 6-step method to calm angry customers in live chat: phrases that help and phrases that hurt, ready-to-use replies for common situations, and when to escalate. https://hodhod.chat/mag/customer-support-kpis https://hodhod.chat/mag/customer-support-kpis Mon, 28 Sep 2026 00:00:00 +0000 Customer support The 10 customer support KPIs that matter — first response time, resolution time, CSAT, SLA compliance, workload and more — what each means and how to track it. https://hodhod.chat/mag/connect-telegram https://hodhod.chat/mag/connect-telegram Mon, 28 Sep 2026 00:00:00 +0000 Setup guides Answer Telegram messages from the same inbox as your website chat: connect a Telegram account or bot to Hodhod step by step, and see how the two options differ. https://hodhod.chat/mag/choose-live-chat-software https://hodhod.chat/mag/choose-live-chat-software Mon, 28 Sep 2026 00:00:00 +0000 Customer support 12 criteria for choosing website live chat software — widget speed, shared inbox, channels, chatbots, tickets and SLAs, reports, security — plus a checklist. https://hodhod.chat/mag/chatbot-without-coding https://hodhod.chat/mag/chatbot-without-coding Mon, 28 Sep 2026 00:00:00 +0000 Setup guides Build a website chatbot without code: plan the flow, add topics and answers, collect validated details, hand off to an agent and measure the results in Hodhod. https://hodhod.chat/mag/canned-responses-templates https://hodhod.chat/mag/canned-responses-templates Mon, 28 Sep 2026 00:00:00 +0000 Customer support 30 copy-and-paste canned responses for live chat and email: greetings, holds, orders, refunds, apologies, escalations and closings, plus personalization tips.