Categories - Customer Service

6 Best Practices for Chat Etiquette

Communicating over live chat can be different than interacting with a customer in person, on the phone, or over email. Sometimes, customers can misunderstand what you’re trying to say because communicating through text can leave more room for interpretation. However, that doesn’t mean you have to spend hours contemplating every word you type. Follow these chat... Read More

5 Ways to Reduce Customer Care Costs without Compromising on Quality

According to research, over 70% of all customers who leave a company for its competition have no problem with the product. Their main grouse is actually with the customer care offered to them. This means that customer churn can hypothetically be reduced by 70% with world class customer care. Trouble is, world class customer care... 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

5 Steps to Mending a Broken Relationship With Your Customer

Relationships are a two way street. When a mistake is made, it takes a simple ‘I’m sorry’ or ‘You’re forgiven’ to start the mending process. In the world of business, your support team is responsible for keeping the peace in customer relationships, no matter the size of the problem. It’s always better to prevent a... 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

Tips To Providing Great Customer Support Through Video

Using video for online customer service helps you take something that’s traditionally a marketing channel and turns it into something that truly gives back to your customers. Not only will you be helping your current customers better understand your brand and products, but the right kind of video content will bring in new conversions. Maximizing... Read More

Creative Ways to Keep Customers Entertained While Waiting

  “In business you get what you want by giving other people what they want” – Alice MacDougall Lisa Loeffler, founder and principal of Genuine Media once shared her personal experience of waiting for assistance when trying to change her flight. During her 1 hour, 17 minutes and 33 seconds wait,she explores alternatives to entertaining... Read More

5 Ways Customer Interaction Can Improve Your Business

  “No plan survives first contact with the enemy”. Similarly, few businesses can survive the first contact with a customer if they aren’t well prepared. Smart entrepreneurs and business owners should know that as soon as they open their doors to customers, they are subjected to changes in the very fabric of their business. Customers... 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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