New Plan Provides Tools for Managing Growth in Real-Time Communication and Performance of Customer Service Teams
SAN FRANCISCO, CA — April 16, 2015 — Zendesk, Inc. (NYSE: ZEN) today announced the launch of 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 organizations grow.
The proliferation of online services, mobile apps and devices has led customers to expect more personalized 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.*
“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.”
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 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 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.
Nexon America Inc. is among the first companies that are using Zopim Premium for advanced live chat. Nexon America is a leader in free-to-play online games and the publisher of top games including the side-scrolling MMORPG MapleStory and its recently released first-person shooter Dirty Bomb. Nexon America views Zopim live chat as a critical customer service channel for keeping their players active in their games.
“Our customer service strategy revolves around providing our players with a great in-game experience,” said Michael Hill, Director of Customer Support at Nexon America. “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 standalone live chat product. Existing customers of Zendesk or Zopim can easily upgrade to Premium with a few clicks from their current accounts.
To learn more about Zopim Premium, go to www.zopim.com/premium
* Contact Centers Must Go Digital or Die, Forrester Research, Inc., April 2015
Zendesk provides a customer service platform designed to bring organizations and their customers closer together. With more than 52,000 paid customer accounts, Zendesk is used by organizations in 150 countries and territories to provide support in more than 40 languages. Founded in 2007 and headquartered in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia and South America. Learn more at www.zendesk.com