Categories - Customer Service

Why Customer Service Worsens As You Grow

It seems apparent that as a business grows, it has more resources and thus will offer better  customer service. However, it’s shocking that big players like Delta Airways, Twitter and AT&T fare badly on the CSAT scale. In fact, whether it’s Bank of America’s (13th biggest company in the world) Twitter Fail or Comcast’s epicly... Read More

Agent Autonomy: Choose The Carrot, Not The Stick

It’s hard to decide between the carrot and the stick when it comes to managing a customer service team.While it may be tempting to take on a authoritarian approach in handling your chat agents, sometimes the stricter regime doesn’t always guarantee greater success. In particular, the question of whether it is better to give agents... Read More

Why You Need Social Media Customer Service

Technology has improved many areas of marketing, and customer relationship management is no exception. Rather than dialing a number and sending an email, users now more than ever, ask for a product information, look for help and search for solutions via the web. Whether it’s social media or a company’s website, it’s important to provide your audience... Read More

5 Traits of the Perfect Customer Service Employee

Perfection doesn’t exist—but some people just happen to possess the characteristics that make them more suited for playing the role of customer support agents, while others just don’t. So what is it that makes these “perfect”individuals different? What are the traits that make them the ideal candidates when dealing with other people’s problems? This article... Read More

3 Steps To Achieving Customer Satisfaction And Loyalty

Isn’t it enough that customers find a product appealing, the service up to scratch and the price reasonable? The answer is no! A customer that says “yes” to all of the above might be satisfied with your product, but loyalty is a whole different matter altogether. In our previous article, we discussed the difference between satisfaction and... Read More

Stop Confusing Customer Satisfaction With Loyalty

A customer walks into a donut store, queues up to purchase a cup of coffee, and a glazed donut. The queue shuffles along quickly, the salesperson behind the register performs her duties, smiles, hands over the change, and wishes the customer a great day ahead. The following day, the customer returns to the store to... Read More

The Smart Move: 3 Reasons to use Live Chat

We hear “customer service” and our minds immediately jump to those interminable phone call experiences. We tap our fingers impatiently while the machine lists options from 0 to 9 only to find that our problem is not actually listed. We then pull our phone away from our ears as some unexpected classical or rock music... Read More

Best Books to Step Up Your Customer Service Game in 2015

This is a guest post by Jade Chen from Zendesk’s Blog. 2014 was a whirlwind of a year—social media is omnipresent, live chat is the new standard of on-demand support, and new innovations in mobile have taken the customer service world by storm. Needless to say, new changes are often accompanied by a flurry of writers... Read More

Infographic: There’s a Chat for That

In recent years, companies have realized that providing customers with greater engagement opportunities can increase overall satisfaction and make their brands more appealing. Indeed, according to a report from the Aberdeen Group, 94% of organizations provide service and support across multiple channels (including, email, telephone, e-services, Web queries, remote support, social media, live chat, mobile... Read More

Spotlight: Love with Food Aces Customer Service with Analytics

The world is seeing a resurgence in healthy and sustainable eating. In the 2014 Lempert Report, Phil Lempert predicts that adults are increasingly motivated towards improving their eating quality or as he calls it “better for you snacking”. This dietary shift has fueled the growth of subscription-based snack provider Love with Food. Based in San... Read More
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