Zendesk has unveiled a new live chat solution designed specifically for large teams.
The solution, dubbed Zopim Premium, is built for organizations with larger teams that manage live chat and a growing volume of real-time customer conversations. Moreover, the solution provides new workforce management tools so team leaders can better track the performance and productivity of chat agents and multiple departments.
“Live chat is critical for building personal and engaging relationships with customers online and in mobile,” said Royston Tay, Zendesk’s vice president and general manager of chat. “Customers today expect the kind of immediate and effortless support that chat delivers. As those demands grow for organizations, they require more advanced tools for managing their teams and growth in chat volume so they can deliver exceptional customer service at scale.”
Through Zopim Premium’s real-time monitoring of key metrics, organizations can monitor chat volume, visitor experience and agent performance. Plus, the solution offers a dashboard for improved performance during peak periods of in-chat volume. Other features include new integration and customization options, 24/7 live chat support and the ability to restrict agent logins by location for enhanced security.
Zopim Premium is currently available as part of Zendesk’s full customer service platform and as a standalone live chat product. Existing customers of Zendesk or Zopim can upgrade to Premium with just a few clicks from their current accounts.