Introducing Premium — Better Live Chat at Scale

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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

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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

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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

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  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

Businesses, meet Messenger

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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)

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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

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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
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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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