This Zendesk tip of the week looks at agents logged in and agents serving to measure agent productivity.

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

This Zendesk tip of the week overlays wait time on Chat Reports to identify increases in wait times.

Meet Anna, Team Lead for the email and chat team supporting Zendesk Chat. Based in Manila, Anna joined Zopim back in late 2013

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

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

From live chat to help desks to strategies for scaling, here are 12 ways to help deliver sensational ecommerce customer service. Zendesk customer Pickaweb explains the benefits of using integrated customer service software.

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

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

Innovative brands know that some channels serve customers better than others. These retailers share why multi-channel support means choosing only the best channels for their customers

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

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

Everlane is an online-only retailer known for their “radical transparency”—a value system they doggedly put into practice. The company discloses the true costs of

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

Live chat interactions are a treasure trove of actionable data about your customers. Zopim’s new Chat Tags are designed to easily uncover the hidden gems.

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

Any company that deals with physical goods needs a way to manage their inventory. TradeGecko is a best-in-class SaaS solution for that often painful and non-sexy part of a business. In fact, they look to

Join us in the Zendesk forums for the next installment of our Zendesk on Zendesk series. We’re hosting a day-long discussion focused on how rolled out chat

Your customers love live chat. In a recent Zendesk Benchmark report, chat was revealed to be the channel that produced the highest level of customer satisfaction, beating even email and voice. Here are five tips that will help your agents handle multiple chat requests without sacrificing

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

From the top of your head to the soles of your feet, Sole Society makes it easy to look great. The ecommerce site provides high quality shoes and accessories at a reasonable price. Just click on SOS live chat to connect with a knowledgeable service agent.

“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

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

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