About a week ago my team noticed that the sound notifications for customers responding to an active chat (I believe your terminology is 'In focus') had ceased to function after an update. The sound notifications still trigger if the chat is minimized, for new chats or if you are on a different tab.
This is causing us major headaches and our customers are unintentionally being ignored as a result. We have four screens to monitor and dozens of applications (e-mails, Conversocial, powercut maps etc...) and it's often very busy so we rely on the sound notifications. It's not really practical to minimize the chat after every reply, we're get too busy to rely on doing that & for customers who reply quickly it's a huge inconvenience to continually minimize & open the chat just in case we get diverted to another simultaneous task.
If these sound notifications were removed for users who found the sound notification on 'In focus' chats an annoyance would it not have been a better idea to create an on/off option so your customers could tailor notifications to their needs?
I love Zopim as a program. Probably the best we have to work with but this seemingly insignificant change has really downgraded it in my eyes. I would highly appreciate if a solution can be found for this.
Post is closed for comments.