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Okay, by now if you’re a regular here, you know that my wife and I had a horrible experience trying to get a simple order of wings delivered to our house back about 10 weeks ago and yes, I blogged about that right here too under the title (if you need to search for it on Google et al) of “What Bad Read More
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I realised my correspondence had gotten a little out of hand when I ignored my emails for two days straight (and it wasn’t a weekend). The truth was, it was carnage in there and I couldn’t bear to look. I was determined to work out a way of staying on top of email without making it a full-time job. Read More
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According to customer experience leading expert, Bruce Temkin, such changes will push contact centers to morph into Relationship Hubs. How will this so called Relationship Hubs differ from contact centers? Read More
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Using analytics such as past experience and social feedback data, organizations can learn what customers really want and expect from their service experience, as well as what’s currently broken in the support experience, to improve service and increase customer satisfaction and loyalty. Organizatio Read More
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We have rounded up the Top 10 inspiring Zappos customer support stories that will challenge businesses how to become better at offering first-rate customer service experience. Read More
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4 Rules for Building Service Customer Loyalty Every business owner knows that it’s important to retain the business of good customers, because those good customers will turn into referrals and more customers.  What many business owner’s don’t know is that building customer loyalty – the repeat and Read More
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Ecommerce companies make up a big portion of Zopim’s user base, but the subject of this month’s Spotlight “BaKare Beds” is a unique exception. Although they have an online shopfront, the nature of their product makes unassisted sales extremely challenging. We were really impressed with BaKare’s ded Read More
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How can brands inspire their silent satisfied fans to leave customers reviews? We surveyed brand representatives to see what has brought them success. Read More
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Are your customer service representatives ready for the holidays? Here are some tips to get them in shape for the big season. Things will get busy so be sure to equip them right before the crowd comes. Read More
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Simply placing a live chat widget on your website is no guarantee that anyone will actually use it. In some cases, your visitors may not even notice it’s there. In order to increase the number of chats you receive - and subsequently increase your conversions and engagement - you’ll need to go one s Read More
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