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New Plan Provides Tools for Managing Growth in Real-Time Communication and Performance of Customer Service Teams

Zendesk is launching Zopim Premium, the most advanced version of its live chat software that enables larger teams to communicate with their customers in real-time and proactively as their organisations grow.

The proliferation of online services, mobile apps and devices has led customers to expect more personalised customer service that is available in real-time. In fact, according to Forrester, online chat adoption among U.S. online adults has significantly risen in the last five years – from 38% in 2009 to 43% in 2012 to 58% in 2014.[1]

“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 organisations, they require more advanced tools for managing their teams and growth in chat volume so they can deliver exceptional customer service at scale.”

Zopim Premium is built for organisations with larger teams managing live chat and a growing volume of real-time customer conversations. It provides new workforce management tools so that team leaders can better track the performance and productivity of their chat agents and multiple departments to make sure they deliver great service.

To help organisations scale live chat, Zopim Premium introduces real-time monitoring of key metrics, including chat volume, visitor experience, and agent performance, so teams can make immediate improvements. It also provides a dashboard for improved performance during peak periods of in-chat volume.

Other key features include new integration and customisation options, 24/7 live chat support, and the ability to restrict agent logins by location for enhanced security.

Notonthehighstreet.com, the unique department store, is among the first companies that are using Zopim Premium for advanced live chat. “Part of our founding ideal is to connect the best small, creative businesses with global consumers, making it easy for people to browse and purchase unique, beautiful products. This translates into the comprehensive support we provide to our customers, making it as easy as possible for them to contact and engage with us,” said Rebecca Vanstone, Head of Customer Service at notonthehighstreet.com. “Zopim allows us the opportunity to provide live chat support across our website, giving our customers instant access to our support team in a simple and efficient way.”

“Our focus is on making it easy for our customers to communicate with us,” said Peter Demets, CIO of leading leisure time and adventure apparel company A.S.Adventure. “We use live chat alongside other communication tools to provide anytime, anywhere contact.”

“Sometimes, our customers just want to have a simple live chat with our support team because it suits their needs and so we’re happy to provide that option. In Zopim, we’ve found the ideal tool to offer this.”

Zopim Premium is available immediately, both as part of Zendesk’s full customer service platform and as a standalone live chat product. Existing customers of Zendesk or Zopim can easily upgrade to Premium with a few clicks from their current accounts.

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