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No matter how much effort you spend on delivering good service, sometimes it’s just not enough. Here's how you can deal with the difficult customers. Read More

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 and never come back. Knowing this, wouldn’t you agree that a complaining customer is sometimes better than Read More

Shake hands, sign on the dotted line or click to confirm. The confirmation that a sale is complete may have changed, but the goal has always been the same: get new business. The sales process started out on foot, shifted to the telephone and has since morphed into an entirely new platform online. S Read More

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

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

Whether you like Mark Zuckerberg’s mug or not, the social web is here to stay, and businesses that can integrate social proof into their marketing efforts seamlessly will join this new “socially rich” class. We mean richness in fans and followers, not number of zeroes in your bank account. Social p Read More

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

Although eCommerce is seeing exponential growth, users are becoming careful when making purchases online. With so many helpful guides available, people can determine very quickly, often within a split second, whether a website is authentic or not. So, what can you do to provide customers with piece Read More

We’ve pulled together the top 3 tips (in our humble opinion) that we reckon would help you to make the most of your live chat software, and really aid you in connecting with your customers. Read More

Let’s be honest – salespeople have a bad name, and it’s largely their own fault too. The best way to redeem the sales profession is simply to be transparent with the customer, and not resort to high-pressure tactics. Read More