• April 16, 2015

Zendesk Launches Zopim Premium Chat for Larger Teams

Zendesk today launched the Zopim Premium version of its live chat software, enabling larger teams to communicate with their customers in real time and proactively as their organizations grow.

"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, in a statement. "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."

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

To help organizations 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 customization options, 24/7 live chat support, and the ability to restrict agent logins by location for enhanced security.

Online games provider Nexon America is among the first companies using Zopim Premium for advanced live chat. It views Zopim live chat as a critical customer service channel for keeping players active in their games.

"Our customer service strategy revolves around providing our players a great in-game experience," said Michael Hill, director of customer support at Nexon America, in a statement. "Live chat enables us to resolve issues, such as account lock-outs, quickly and efficiently so our players can get back to the games they love with minimal downtime."

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

Zendesk acquired Zopim in April 2014.

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