Categories - Live Chat

Changing Channels: Live Chat Takes the Lead in the Latest Zendesk Benchmark Report

This article originally appeared on the Zendesk Blog. The headline gave it away, but before reading that, would you have guessed that live chat is the customer service channel with the highest customer satisfaction rating? That’s just one of many goodies in the latest Zendesk Benchmark report, released today. In the report—which covers the first... Read More

We Love Live Chat And You Should Too

It’s the end of the month and you have to settle your credit card bill. Instinctively, you log onto your bank’s website, click a few buttons and review your statement. To your horror, the bank has imposed an unknown “maintenance charge” on your account and your immediate reaction is to confront them about it. In... Read More

Agent Reports – Track Your Teams’ Performance

When we launched Analytics back in 2014, it was a breakthrough. We provided users with insight into their chats — where they came from, how long they lasted and how many were missed. Our customers were able to use this new data to plan their live chat schedules well in advance. But, our first version... Read More

Real-Time Monitoring – Data At A Glance

The importance of Analytics to your business cannot be understated. But, it’s only retrospective. Analytics is great for looking back at what’s been happening over the course of the past few days, weeks, and months, but it’s not so helpful if you need immediate data. So, we decided to build something to fill this gap.... Read More

Introducing Premium — Better Live Chat at Scale

Customer service is all about the connection forged between a support agent and his customer. That’s where Zopim excels, letting you chat in real-time with your web visitors. But as a business grows and expands their support team, it becomes harder to maintain the same level of personalized service customers expect. Admins have too many... Read More

4 Ways Live Chat Helps Your Growing Support Team

Imagine a loyal customer encounters a problem when trying to check out. She’s had positive experiences with your customer support team in the past so she decides to call your 24 hour hotline to obtain some help. To her displeasure, she ends up being put on hold for 30 minutes, only to be told that... Read More

Businesses, meet Messenger

When we’re not face-to-face with friends and family (and sometimes, even when we are), we use chat and messaging to have “live” conversations. The desire for quick, real-time communication is seeping into our commercial correspondence as well—almost half of people in a Software Advice survey preferred live chat for online shopping questions. So what are people... Read More

In Commemoration of Lee Kuan Yew (1923 – 2015)

In the early morning of March 23, we were saddened to learn that Lee Kuan Yew had passed away. Despite its global presence, Zopim is still deeply Singaporean at heart and we owe a great deal to its founding father. His entrepreneurial vigor and single-minded focus helped create the platform for companies such as Zopim... Read More

Agent Autonomy: Choose The Carrot, Not The Stick

It’s hard to decide between the carrot and the stick when it comes to managing a customer service team.While it may be tempting to take on a authoritarian approach in handling your chat agents, sometimes the stricter regime doesn’t always guarantee greater success. In particular, the question of whether it is better to give agents... Read More

Why You Need Social Media Customer Service

Technology has improved many areas of marketing, and customer relationship management is no exception. Rather than dialing a number and sending an email, users now more than ever, ask for a product information, look for help and search for solutions via the web. Whether it’s social media or a company’s website, it’s important to provide your audience... 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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