Small business owners tend to think that branding is something only large companies need. However with small businesses accounting for as much as 95-99% of private sector entities in most countries, branding is crucial for small businesses to be able to stand out and capture potential clients. No matter how amazing your product is, no-one... Read More

CSRs need a direction, and the passion to follow it. Directions are the easy part – most companies probably already have something in mind. Take a look at our recent post on the subject if you need help there. But how about that higher calling? That inner flame that must burn in all employees that... Read More

Have you checked out the latest video released by PSY of Gangnam Style fame? It’s a great song with catchy lyrics that go “mother father gentleman”. PSY also does a whole load of amusing things in the video (read: all the things that I never dared to do as a child). Anyway, it got me... Read More

* This tutorial assumes that you are already using Google Analytics and are familiar with the basics of how it works. If you’re new, Google Analytics is a powerful tool that helps you understand and analyze your web traffic. You can easily find good tutorials online explaining how Google Analytics works. It’s been awhile since we talked... Read More

Customer wow is a term we use quite a lot of on this blog, but we never really got around to explaining it. The premise of the term is pretty simple, it basically refers to customer service that will wow your customers. But if we can’t really put a finger how can we know if... Read More

Regardless of the size of any business, communication is integral to its success. With the advancement of communication technology in recent times, businesses are spoilt for choice – different businesses have their own preferred communication methods of choice. With the myriad of communication technologies to choose from, it is sometimes difficult to determine which medium... Read More

We’re glad to announce that Google Talk is finally working with Zopim again! There were issues that caused non-gmail.com users to experience problems when adding gmail.com users to their Google Talk. This meant our chat bots were not able to send the Contact Requests to gmail.com users. Needless to say, this was inconvenient for both... Read More

Companies spend millions of dollars on big-data market research in a bid to unravel the mysteries of marketing. At the same time, negative customer experiences persist, with devastating results – as of 2012, 86% of consumers quit doing business with a company due to a bad customer experience, while 60% said they would pay more... Read More

 As a customer service representative, you need to be able to think on your feet and make clients feel happy in all kinds of situations –especially if there is a problem. Being able to strategize quickly and realize what you can actually do for the customer as opposed to what the customer wants from you... Read More

This article is contributed by Prateek, CEO of SupportBee. A company which helps teams collaborate and deliver friendly customer support. If you want to hear more from Prateek you can follow Prateek on Twtiter @prateekdayal