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Rip and replace: Why Zopim founders decided to re-code

My co-founders Royston Tay, Kwok Yang Bin, and I met when we were all in Palo Alto as part of the National University of Singapore Overseas Colleges (NOC) program. Roy and I were roommates and became friends. We had no idea that we’d start a company together, or end up as the best man at... Read More

Are You Taking a Stroll with your CRM?

This guest post is by Stefanie Amini, the Marketing Director and Specialist in Customer Success at WalkMe, the world’s first interactive online guidance system. She is chief writer and editor of I Want It Now, a blog for Customer Service Experts.   When people think about customer relationship management (CRM) software, the phrases “easy to use”... Read More

5 Types of Difficult Customers and How to Deal with Them

No matter how much time you spend on delivering good customer service, sometimes it’s just not enough. There will always be customers who are not satisfied with the kind of support and service you provide. However, the key is to learn how to handle these situations head-on, while serving your customers and protecting your integrity... Read More

How to Deal with Unhappy Customers

This is a guest post by Nunzia Falco Simeone, marketing manager at Deskero a social media management platform for simple yet effective customer service No one likes to receive a complaint, but it really is a matter of whether they arrive sooner or later. 96% of unhappy customers don’t actually complain. However, 91% of them will simply leave... Read More

The 7 Secrets of a Highly Successful Sales Team

I have managed a sales team before, and I must admit, it was not a joy-ride. Sales meetings can make anyone squirm, and periodic reviews are not something anyone would look forward to. Not all salespersons are created equal. And it can be a source of pain that while there’s a sales superstar that has... Read More

Customer Service Lessons from Cpt. Mike of the Good Ship Netflix

No matter how great your customer service, conversations can become painful when trying to solve highly technical issues. Worse, many customers complain about getting “canned” answers or scripted responses that make them feel helpless about their situation. We’ve written many words about the importance of sounding human and taking a personal approach to customer service,... Read More

6 Step Strategy for an Effective SEO Keywords Plan

Keywords are (for lack of a better word) the “key” element of a SEO or content marketing campaign. However, as we outlined in our post last week, Google’s decision to encrypt all keyword searches has made SEO much more challenging. Nevertheless, it is still crucial to implement a plan to research and organize your search... Read More

Things to Learn from the “Apple Customer Experience” (and Why it Might Sometimes be too Much)

When we talk about amazing customer experiences, a handful of companies always come to mind: Zappos, FedEx, Amazon, Apple, and so on. When it comes to Apple, the nexus of their customer experience occurs in their legendary Apple Stores. Chances are, if you own an Apple device, you’ve spent some time in an Apple Store... Read More

One-Dimensional Marketing Plans Fall Flat – Diversify Your Strategy for Success

At some point in time, it might have been sufficient to have a single marketing strategy for moving your business forward.  Of course, this idyllic time was during the 60s, when Don Draper and the Mad Men were marketing your product – but those days are long gone.  Having a diverse marketing plan in place... Read More

How to Beat Google’s Search Encryption (Or Why You Should Focus on Creating Relevant Content)

The anguished cries of digital marketers echoed across the digital world last week as Google made a change aimed at encrypting all search activity. Most savvy marketers were aware that this change was due, especially since Google started encrypting searches for anyone who was logged into Google back in 2011. Still, the speed and covert nature... Read More
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Zopim lets you have live conversations with visitors on your website. Our chat widget allows you to start genuine conversations with your visitors within minutes.

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