Patrick Allen, CEO of Webgreek and a daily Zopim user, shares with us how he builds great relationships with his customers by listening to and remembering everything they say, literally, with the Zopim-Highrise integration.
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Pull your customers closer with every chat
The big secret to our success here at Webgreek really isn’t a secret, but more a common courtesy that’s unfortunately not so common anymore.
We listen, and what I mean by that is, we do everything we possibly can to really hear what our users are saying. When our customers have a thought, a question, or a dream feature, we are right here next to them to talk it out and discover how we can make our product better. With the latest integration of Highrise, Zopim brings us closer to our users than we ever thought imaginable.
Here’s how Webgreek is using the Highrise integration to improve the already great relationship with our customers, even more.
From 9am-6pm M-F, a real human being from Webgreek mans the Zopim post, giving our users instant chat access both from Webgreek.com and once they have logged in to their account. Whenever a customer or potential user wants to chat, they can do so with one click.
Here’s a copy of a real conversation we had just yesterday.
As soon as the conversation is over, Zopim presents a nice little dialog that allows us to save the conversation directly to Highrise. If the email we provide is already in our Highrise account, the conversation is automatically tagged to the existing record. Seems trivial…so why are we so amped on the integration???
It’s cliche and I loathe the term, but it has to be said…we now have a “one stop shop” for all our customer service needs. From email and in person conversations to Zopim live chat, our team can instantly pull a customer profile and recount even the tiniest of details. Remember how great it felt the last time someone remembered your name even though you only met them for a brief second? Our customers feel that way everyday they connect with us and can expect to feel like that as long as they use Webgreek.
Get Zopim and integrate your Highrise account, so the next time a customer says “how did you remember that?” you can say, “because you matter more than anything to us and we are doing everything we can to actually listen to you.”
Trust me. It works.
Webgreek is a tool that helps fraternities and sororities manage their organizations online. After launching in the summer of 2010, they have grown to over 11k premium customers and continues to grow at a hearty clip.
This is the first of our weekly guest post series – if you would like to contribute your stories, please drop me an email at qingru@zopim.com
Hi
We use Zopim and have had many comments from our customers letting us know how easy the chat system is and how it has made them feel more secure knowing there is a real person there if needed. Our website http://www.mgrovercodes.com has become more popular and sales have increased due to the fact we can answer questions straight away!
Excellent Concept. Perfect Solution.
Thank you Jonjoe! We are still new to the whole automobile industry and have a lot to learn. Thanks for giving us a chance to serve!
Being a website promotion service that has customers in almost every major country across the globe, http://www.servicewrap.net, has used zopim faithfuly for at least a year. Not just to provide pre-sales support but to provide existing client support in a demanding environment. We swear by Zopim, and if the whole web used it…well…what a better place!
Thanks Suzzi can’t believe I missed this!! We are glad to have servicewrap.net as our long time customer as well!
Since installing zopim in our website
http://www.zifashion.com, we are able to close
more adhoc sales and can corresponding
better with customer. We like the
iPhone integration function, making our
Website even more mobile
)
That’s awesome Lawrence! Do share some numbers with us if you have – our google analytics integration should track the increase in sales after chat is deployed
Have been using it for a week now its pretty stright stuff just trying to work out do i need to find teh agents or does zopim do that for you seems so far i have set it up but im one only the admin on t the moment
Yea you have to staff someone on the chat as we don't provide agents on our end, though we will be partnering with our own customers to do that in the very near future – we'll keep you updated!
Zopim has really enhanced the sales closure rate and level of customer service for our small business, http://www.AmericasHCG.com. Before Zopim: People would visit our website and still have personal questions. After installing Zopim: Visitors leave not only with their questions answered, but also far more inclined to make a purchase from us. I really like Patrick’s “one stop shop” suggestion for all customer service needs. Thanks, guys — keep up the good work! =)
Eric, your sales agents are equally remarkable
Weight loss is a personal issue that most people are shy to talk about, so it takes a lot to open them up and get them to trust you even is it’s through an anonymous channel like live chat. To be really honest, Zopim never deserved as much merit as your sales agents who are the ones constantly hugging the lines – just glad our service worked for you! 