Author Archives: Chow Li Ying

Singapore’s Golden Jubilee #SG50

On August 9th, Singapore celebrates its 50th year of independence. For a small island state with no natural resources, besides its strategic location and people, it is amazing how much she has achieved. As much as Zopim is a global company with a Danish-American parent, our roots are still deeply Singaporean. We’re extremely proud of... Read More

Spotlight: Wonderful Union Customers Prefer Live Chat

Wonderful Union is a fan engagement company that builds websites for some of the biggest names in the music industry, like Backstreet Boys and Taylor Swift. Their Fan Support Team is trained to answer questions about the functionality of their sites and services. Before chat, Wonderful Union provided support via phone, email, Twitter, and Facebook.... Read More

Spotlight: 50% of Fishfishme Customers Make a Booking Through Chat

Finding the perfect fishing adventure can take some work. It’s not a one man show, because besides needing boats, you also need a captain to run it. Fishfishme has been helping people take the pain out of planning their perfect fishing holiday since 2012. They cover some of the best fishing spots in the world... Read More

Spotlight: Here’s How The Tennessee Government Maintains an 84.5% CSAT Score

Imagine having to answer 803,000 customer calls a month. That’s an average month for the Department of Labor & Workforce Development at the Tennessee State Government. The Department deals with employment issues in the State of Tennessee and fulfils the dual role of helping businesses find ideal employees and protecting the workplace safety and rights... Read More

Operating Hours V2 – Now With Multiple Schedules

Last year, we launched Operating Hours which allowed  administrators to set schedules for when their agents would appear online or invisible. After gathering customer feedback and improving the feature, we’re proud to announce the launch of Operating Hours V2. How does this update help you as a Zopim user? Are you wondering if you should... Read More

Ebook: The customer service secret that will grow your business

  All businesses want to grow bigger and better. Increased conversions, soaring profits, and greater customer satisfaction—they’re the good kind of rising numbers that help business owners sleep soundly. But growing your business isn’t always easy, and your well-intended plans can sometimes do more harm than good if carried out in the wrong way. The... Read More

Wanted: Freelance Writer Extraordinaires

There’s nothing we love more than writers who are passionate about customer service, have interesting story ideas, and are always ready to pitch. That’s why we’re putting out an open call for all writers that have a flair for writing and a strong interest in the art of providing great customer support. If that’s your... Read More

4 Steps To Providing Great Customer Service In Government

Great customer service in government is the dream. It can mean shortened waiting times, quicker problem resolution and efficient delivery of knowledge from agent to customer. Further, with the improved quality of customer service in the private sector, the pressure for governments to step up their support is greater than ever. In our previous post... Read More

Why Customer Service Matters In Government

A government is put into power by the people and is supposed to serve and be the voice of its citizens. Thus, it comes as no surprise that as part of the 2015 federal budget, President Obama made it a goal for the government to deliver “world-class customer service for citizens”. To put his words... Read More

Spotlight: WeTheChic Proves that Customer Service Can Be Human

WeTheChic, a bohemian ecommerce portal, provides customers with unique apparel designs at affordable prices. Customers get to browse and shop for indie chic fashion apparel in the comfort of their own homes and have desired products brought to their doorsteps. However, like most online retailers, there’s always a need to reassure customers through verified payment... Read More
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