5 Traits of the Perfect Customer Service Employee

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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

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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

Six Tips for Creating Eye-Catching Article Headlines

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Contrary to popular belief, it’s not the paragraphs or even the pictures in an article that pulls a reader in—it’s the unassuming headline at the top. Only 1 out of every 5 readers will continue reading past an article’s title, so if you really want a reader’s full attention this is important real estate. As... Read More

Stop Confusing Customer Satisfaction With Loyalty

customer satisfaction 2
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

Competing With The Sharks – The Essence of Business Strategy

red ocean blue ocean
Businesspeople and sharks make for apt comparisons. They scent for prey (opportunities), catching the fish (the opportunity,) and then devouring it (exploiting or capitalizing on the opportunity). For most businesses that’s fine, since the ocean—the market universe—is large enough to support everyone. But sometimes when recession strikes or when competition surges and balance sheets turn... Read More

The Role of Transparency in Small Businesses

transparency in small businesses
The growth and evolution of technology has redefined our everyday lives and even some of our terminology. Think of the word viral and the term transparent—both of which have a different meaning when associated with businesses and the internet. While the basic definition of transparent is “see-through,” as a business term in today’s marketplace, it... Read More

What is Your E-Commerce Business Worth?

What is Your E-commerce Business Worth
Understanding the value of your E-commerce business is a crucial part of being a successful owner. Whether it is because you want to sell or because you are just trying to keep track of where your business stands, getting an accurate estimate is important. However, if you don’t know how to valuate your own business’... Read More

Zop Update: Chat Rating – How Satisfied Are Your Customers?

chat rating
In 2013, Zendesk’s Customer Satisfaction Benchmark made a startling revelation. Customers were most satisfied when receiving support over voice and live chat – beating out email, social and other channels. In truth, this didn’t surprise us a whole lot as we already knew the importance of 1:1 real-time engagement between agents and customers. What we... Read More

The Smart Move: 3 Reasons to use Live Chat

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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

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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
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