Why chatbots won’t necessarily replace humans

September 11, 2017

Chatbots will play a much larger role in customer interactions in the next five years, but not at our expense.

Increase useful live chat requests on your website

July 27, 2017

Let’s look at some of the most efficient ways to increase live chat engagement on your site

Why live chat is better for everyone

April 11, 2017

Customers today can be a bit challenging. They want to find answers online…until they want to talk to a human. They expect not only the right answer, but, increasingly, a lightning-fast answer. Enter live chat

How to make the most out of live chat

January 4, 2017

Most customers prefer chat to email—why wait for a response via email when a question can be answered within minutes on live chat? As more and more customers expect support via live chat, it’s important for businesses to not only juggle live chats, but exceed chat expectations, whether it be via web or mobile

How to chat with your customers: 5 tips from the pros

July 5, 2016

Customers who chat are three times more likely to make a purchase than customers who don’t. Take a minute to let that sink in, especially if

5 unconventional ways to use live chat on your website

June 15, 2016

An increasing number of companies are turning to live chat for unconventional uses, finding creative ways to meet the needs of their customers whilst also boosting sales and loyalty in the process

TOTW: Let’s chat! Quick tips for training agents on Zopim

May 3, 2016

Getting started with Zopim is easy and here are 5 tips to get your agents ready to chat

Increase proactive engagement with Mobile Chat Notifications

April 14, 2016

In 2015, for the first time ever, visits to retail websites via mobile devices overtook desktop traffic. This means it’s increasingly important for businesses to offer a mobile-optimized experience

Ticketing and chat, a match made in customer heaven: introducing the upgraded Zendesk Zopim integration

March 23, 2016

Introducing V2 of the Zendesk Zopim Integration. In this version, Zopim automatically creates a Zendesk ticket at the start of a chat

Finding what matters: How Tile zeroes in on the customer voice

March 3, 2016

Wouldn’t it be great if we never left our keys in the back of an Uber or our wallets behind at a restaurant? It can be hard to keep track of the little things in life, even when the little things are indispensable

How to keep satisfaction high as chat volume increases: Introducing Zopim Chat Routing

February 17, 2016

Customers want prompt support. Research indicates that 60% of customers dislike waiting on hold for even one minute, and if they don’t get

Standing out from the crowd with proactive live chat support

November 12, 2015

Print Syndicate proves that you can be serious without being too serious. Whether you want to make a political statement or tell the world that you’re a foodie, a cat-lover, video game nerd or

Don’t let the holiday season chat influx dampen your mood

October 15, 2015

It’s normal to feel overwhelmed by the sudden increase in chat volume during the holidays, but it can also be the time for your business to showcase great customer support. Here’s how you can manage a surge in chat volume during the holiday season

6 Best practices for chat etiquette

August 20, 2015

Communicating via live chat is different than interacting with a customer in person, over the phone, or via email. These chat etiquette tips will help you give a better support experience

How Tennessee’s government maintains an 84.5% CSAT score

July 16, 2015

In most government agencies, extensive procurement regulations means it can take months to build and implement software. However, Deputy Commissioner Dustin Swayne told us the Department easily

2 live chat lessons from Tucows

June 11, 2015

“We organized the company around the call center, not the other way around,” said Ross Rader, vice president of customer experience at Tucows, a global Internet services company headquartered in

Fine Tuning: Implementing chat as a channel

May 28, 2015

Join us in the Zendesk forums today for the next installment of our Fine Tuning series focused on implementing chat as a channel.Throughout the day, I’ll post suggestions about how to set goals for chat, whether to use proactive or reactive chat, and agent workflow best practices

Changing channels: Live chat takes the lead in the latest Zendesk Benchmark report

May 20, 2015

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 rate? That’s just one of many goodies in the latest

Life in the Live Help lane

May 7, 2015

Are you a car buff? If not, you probably only pay attention to the automotive industry when you need to buy a new car. Suddenly, you need to know what’s out there, what’s in your price range, and how

Why everyone loves live chat

April 9, 2015

When compared to channels like email and phone, live chat boasts the highest customer satisfaction rates (73%). It’s not just consumers who are enamored with chat. Businesses are

6 reasons to use live chat support software

March 3, 2015

Nowadays, consumer expectations of customer service have reached new heights—providing support via phone and email has become the default standard for most companies. To differentiate your business and improve the customer experience, it’s important to

The smart move: 3 reasons to use live chat

January 16, 2015

Between crazy work hours and life, we find ourselves putting more items into our virtual shopping carts than our physical ones. And this is where live chat comes to play. The following are 3 reasons why incorporating live chat into your business’ customer service experience will help you gain more customers and keep them happy.

There’s a chat for that [infographic]

November 13, 2014

Live chat is becoming increasingly important and profitable as a customer engagement platform. In fact, many customers report that having a live person answer their questions while

6 ways to grow your business with live chat support

May 1, 2014

Chat support is one of the few online tools that provides instant support and personalized responses. Here are 6 ways to effectively use live chat support: 1. Turning prospects into buyers