Businesses, meet Messenger

When we’re not face-to-face with friends and family (and sometimes, even when we are), we use chat and messaging to have “live” conversations. The desire for quick, real-time communication is seeping into our commercial correspondence as well—almost half of people in a Software Advice survey preferred live chat for online shopping questions. So what are people... Read More

In Commemoration of Lee Kuan Yew (1923 – 2015)

In the early morning of March 23, we were saddened to learn that Lee Kuan Yew had passed away. Despite its global presence, Zopim is still deeply Singaporean at heart and we owe a great deal to its founding father. His entrepreneurial vigor and single-minded focus helped create the platform for companies such as Zopim... Read More

Why Customer Service Worsens As You Grow

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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

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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

5 Secrets That Encourage Return Customers

Having users queue up outside one’s store is a pipe dream that every entrepreneur has had at some point in their journey. Whether it’s having worshippers queue up outside Apple’s retail church, getting fan mail raving about how much they think your product is like Starbucks, or having your brand define your users’ status as... Read More

No No’s for Dealing With Customer Care on Twitter

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If you don’t implement it right, Twitter, like most other business strategies, can backfire and become detrimental to your customer service. In recent years, customers have flocked to social media platforms in expectations of prompt responses to their complaints. On these online platforms, not only are they able to voice their complaints, they can also... 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

8 Surprising Sales Lessons from Hollywood

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As a rule, Hollywood doesn’t give sales people—or many other professions for that matter—the respect and dignified treatment they deserve. Instead, most films depict salespeople as either criminals or eccentric nut-cases in hopes of creating a good storyline. Nevertheless, Hollywood’s artistically skewed depiction of the sales process in movies like Boiler Room and The Pursuit of... Read More

Change of address: our new Singapore office

This article originally appeared on the Zendesk’s blog.  The sun never sets on Zendesk: We’re a global company with operations on five continents. Setting up shop around the world is especially important to us because our product is used by organizations in 150 countries and territories to provide support in more than 40 languages. This week,... Read More

The Secret to Amazon’s Customer Loyalty Success

Looking at the insane effort customers went through to lay their hands on the new iPhone 6, it’s easy to see why many thought Apple would win the customer loyalty game. However, a study conducted in 2011 by research company Brand Keys revealed that while Apple was doing a great job in keeping customers loyal,... 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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