Author Archives: Chow Li Ying

Spotlight: Invoice2Go Maximizes Agent Performance With Zopim and Zendesk

At Zopim and Zendesk, our guiding principle is to keep things beautifully simple, so it means a lot to us when a customer appreciates our efforts to keep things easy to use. Invoice2Go, a mobile application designed to help small businesses with invoicing and expense tracking, has been a Zendesk user ever since the inception... Read More

Spotlight: Zespoke Provides Unique Offerings On Live Chat

To small businesses, customer relationships are extremely important. To show their commitment to customers, furniture design and manufacturing company Zespoke allows customers to personalize the style of their furniture and makes each one individually to suit their needs. Zespoke originally started using Zopim in an effort to increase their conversion rates and improve the experience... Read More

Spotlight: The Mail Shark Understands Customers Better With Live Chat

Digital marketing may be stealing the limelight now, but print is far from dead. In fact, depending on the demographic of your target audience, traditional marketing methods such as flyers, name cards, and posters might be more effective than digital ones. The Mail Shark is the print equivalent of a digital ad agency, offering, design,... Read More

We Love Live Chat And You Should Too

It’s the end of the month and you have to settle your credit card bill. Instinctively, you log onto your bank’s website, click a few buttons and review your statement. To your horror, the bank has imposed an unknown “maintenance charge” on your account and your immediate reaction is to confront them about it. In... Read More

Agent Reports – Track Your Teams’ Performance

When we launched Analytics back in 2014, it was a breakthrough. We provided users with insight into their chats — where they came from, how long they lasted and how many were missed. Our customers were able to use this new data to plan their live chat schedules well in advance. But, our first version... Read More

Real-Time Monitoring – Data At A Glance

The importance of Analytics to your business cannot be understated. But, it’s only retrospective. Analytics is great for looking back at what’s been happening over the course of the past few days, weeks, and months, but it’s not so helpful if you need immediate data. So, we decided to build something to fill this gap.... Read More

Introducing Premium — Better Live Chat at Scale

Customer service is all about the connection forged between a support agent and his customer. That’s where Zopim excels, letting you chat in real-time with your web visitors. But as a business grows and expands their support team, it becomes harder to maintain the same level of personalized service customers expect. Admins have too many... Read More

4 Ways Live Chat Helps Your Growing Support Team

Imagine a loyal customer encounters a problem when trying to check out. She’s had positive experiences with your customer support team in the past so she decides to call your 24 hour hotline to obtain some help. To her displeasure, she ends up being put on hold for 30 minutes, only to be told that... Read More

The Secrets To Providing Great Support At Scale

We’ve talked about why it’s important to scale your customer support when your business is growing. But how exactly does a company go about implementing changes that will help their customer support accommodate increasingly larger volumes of customer requests? The easiest solution is of course, to increase the number of support agents – and this... Read More

Keep Up With Your Customers—Why Scaling Your Customer Service is Important

  A booming business is a sign that you’re on the right track, but it doesn’t automatically mean that you can keep everything status quo. With more customers, requests for help and guidance will naturally increase. What’s important is that your customer service team is prepared for this growth and will become an asset, rather... Read More
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