Tag: customer support

Categories
Customer Happiness ManageWP WordPress

Brilliant Live Chat Plugin for WordPress

Recently I started searching for a solution for providing live chat to WordPress users. As I already mentioned previously, I am currently working at ManageWP as a Head of Customer Happiness and we decided to implement a live chat solution to our users in order to provide a much better Customer Support.

I did a little digging and there are a lot of good services out there but one plugin was just awesome and it proved to be the best solution. The plugin name is Zopim Live Chat and I highly suggest checking it if you are in need of a live chat plugin. Zopim is a freemium solution and their official website is located at https://www.zopim.com/.

Zopim is currently in a last phase of my testing after which I will start using it. Thumbs up for the good folks from Zopim!

Categories
Customer Happiness ManageWP

Customer Service – a Few Tips

In this post, I’d like to link a couple of articles I wrote so far for ManageWP’s blog. I have almost 2 years of experience in a field of Customer Service and I’m quite happy working for this company.

Instead of re-writing these two articles, I believe that it’s better to just point to them and provide a short explanation of the subjects I wanted to touch.

How to Gauge Customer Sentiment in a Support Request

In this article, I focused on providing the details of the experiments we conducted in our Customer Happiness team. One of them is how to capture the sentiment of a customer at the moment he/she opens a ticket and the other one was focused on making the right choice when it comes to prioritization.

How to Approach Unhappy Clients

Here I touched the importance of having a top-notch Customer Service and I also provided some general rules we follow in this field.