Author Archives: Abhiroop Basu

How to Route Chats to Specific Departments using Triggers

We’ve launched a new feature which automatically routes incoming chats to active agents. Introducing Chat Routing.   Zopim’s two most popular features are undoubtedly Departments and Triggers. Both these features are incredibly powerful and can help you increase your chat requests and streamline your workflow. Today, we’re improving both Departments and Triggers by introducing automated chat... Read More

PayPal Maintenance – 5 September, 5am – 10am (GMT)

PayPal will be having a scheduled system maintenance on 5 September, between 5am and 10am (GMT). During this period, PayPal are planning on having a total of five intermittent one minute outages and an additional outage of five minutes. Customers might experience errors making payments during the outages and they may also experience “Sorry – your last action could... Read More

Scheduled Maintenance – 24 August, 3am to 4am (GMT)

On 24 August 2014, from 3am to 4am (GMT), our engineers will be performing routine maintenance on our servers. During the scheduled maintenance period no payments will be processed and a couple of chats may be interrupted. However, all other Zopim functionality will remain intact. We apologize for any inconvenience caused. If you have any questions or feedback, please... Read More

Whitepaper: How to Add Personality to your Customer Engagement Campaign

To download the whitepaper on customer engagement click here. In 1985, after years of extensive research, Coca-Cola unveiled its newest flavour titled “New Coke“. Despite millions of marketing dollars thrown at the product, it was a resounding failure. Customers did not agree with the change in taste and wanted “Classic Coke” back. Less than 3 months later,... Read More

How to Satisfy your Customers Using the Right Tone of Voice

In 1967, Albert Mehrabian came up with the “7%-38%-55%” rule determining that communication is made up of 3 parts: The actual words you use (7%), The tone of delivery (38%), and The body language accompanying your words (55%). Hence, merely using positive language in conversations (e.g. “thank you”) only has a 7% impact on a customers.... Read More

Live Chat Support Hours Reduced – 24 – 25 July

Our customer support team will be exploring their new digs throughout Thursday and Friday (24 and 25 July). So, during the day, we will not be able to provide 24 hours live chat support. Of course, this does not mean we will be neglecting our duty to you. You can leave messages or email us... Read More

Infographic: Hiring the Right People for Customer Service

Did you know that 75% of consumers say they have given companies more business because of a history of positive customer service experiences? Any veteran reader of this Blog will immediately understand the importance of providing awesome customer service.  But sometimes poor customer service is not directly the fault of the company or its policies. After all... Read More

Spotlight: 3 Minute Angels on the Importance of Customer Service

Last month I sat down with Darren Bennett, Marketing Manager for 3 Minute Angels, to discuss customer service, live chat, and how Zopim has helped them attract new clients. What exactly does 3 Minute Angels do? Darren: 3 Minute Angels are Australia’s leading corporate and event massage provider. Our masseuses, known as ‘Angels’, deliver our trademark... Read More

Live Chat Support Hours Shortened – 2 – 3 July, 3am to 3am (GMT)

Our customer support team will be having their bi-monthly all hands throughout Wednesday (2 July). During the day, we will not be able to provide 24 hours live chat support. Of course, this does not mean we will be neglecting our duty to you. You can leave messages or email us on and we will respond within 24... Read More

Spotlight: Indigo Shows Us How to Multitask with Zopim

The car rental market in the UK is massive, contributing around £14 billion ($23 billion) to the economy every year. To stay ahead it’s important for businesses to ensure they are able to meet customer demand promptly and effectively. This is where Indigo Car Hire and their exemplary customer support team come in. Indigo, founded by... Read More
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