Author Archives: Chow Li Ying

Chat Routing: Help Your Agents Manage High Chat Volume and Increase Satisfaction

Customers want prompt support. Research indicates that 60% of customers dislike waiting on hold for even one minute, and if they don’t get support quickly, they might abandon your website altogether. Unlike phone support, live chat lets your agents serve multiple customers at once, keeping wait times low and increasing customer satisfaction. Offering timely support... Read More

Zopim Agent Essentials: An Introduction to Live Chat

We’ve designed Zopim to be beautifully simple. In fact, it’s so simple it only takes a couple of minutes to install and immediately start chatting with customers. But, Zopim also comes with a variety of options that can help you serve your customers more effectively. These features aren’t particularly complicated, but to help you get... Read More

The Finest Chat Experience on Mobile Devices

    Mobile devices have undeniably become a part of our lives. Nobody leaves home without their smartphones and mobile content is now our most trusted companion during long commutes. In fact, since 2014, Internet usage on mobile devices exceeded that on computers. This means that mobile platforms are visitors’ top choice when accessing content.... Read More

Organize Your Conversations With Chat Tags

Customers are central to a business’ success and understanding them makes it easier to address their pain points and keep them happy. That’s why we previously introduced Chat Ratings and Analytics that enables businesses to take a closer look at how their support team is performing in meeting customer needs. However, there’s still a gap.... Read More

Zopim Analytics 101: Measure Agent Productivity (Part 3)

This article is part 3 of a 3 part series. In each part we will explore different elements of Zopim Analytics. In this final installment of Zopim Analytics 101, we take a look at agent productivity and find out how Analytics can help you decide on the number of agents to deploy during busy periods. Scenario... Read More

Don’t Let The Holiday Season Chat Influx Dampen Your Mood

The holiday season is a special time. People are in high spirits, there is joy in the air and the sound of wrapping paper tearing. It is a particularly great time for the online retailers. Between November and December 2014, an estimated $53.3 billion was spent on e-commerce.   However, more transactions usually means more... Read More

Zopim Analytics 101: Investigating Wait Times (Part 2)

This article is part 2 of a 3 part series. In each part we will explore different elements of Zopim Analytics. In Part 1 of the Zopim Analytics 101 series, we came up with 2 scenarios to demonstrate how to measure customer satisfaction and investigate missed chats. In this post, we present 2 additional uses of... Read More

Zopim Analytics 101: Measuring Customer Satisfaction (Part 1)

This article is part 1 of a 3 part series. In each part we will explore different elements of Zopim Analytics. Our recently launched package – Zopim Premium – is intended to provide support team managers with greater insight into the productivity and performance of their agents. One of the key features of this new package is the update... Read More

Scheduled Maintenance — 20th & 27th September 2015

UPDATE (27 Sep 2015, 5:15 am UTC): The scheduled maintenance is now complete. Thanks for your patience. If you experience any problems please let us know by emailing or chatting with us on UPDATE (27 Sep 2015, 4:00 am UTC): We’re starting our scheduled maintenance. You may experience partial or full service disruption on both the... Read More

The Key Ingredients For Awesome Product Design

  Shiyun, Tengwan, Jianwei, and Junhan are product designers at Zopim; responsible for designing and creating new features and products. While aesthetics and beauty are important elements of design, these four ensure that products are not only attractive but also functional for users. Here, they share the design story behind our most recent launch: Zopim... 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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