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10 Comentários

  • Comentário oficial
    Shun Chen
    Ações de comentário Permalink

    Hi All,

    I can see some value in getting a sneak peek into what the users are typing, especially if the agent is handling just 1 chat when things are slow. But as data shows most agents handle 3 or more concurrent chats, the value of this dramatically diminishes as the agent will be using the lull to respond to other chats.  Additionally, if Zopim is integrated with Zendesk ticketing, the agent can use the time to fill in ticket fields or internal notes.

    That said, this is something that we will keep our eyes on and will prioritize as more feedback and +1's come through.

  • Gabriela Zepeda
    Ações de comentário Permalink

    Hi Sky,

    I came to see if Zopim had this feature too, we are using another software and this feature is really helpful. Hope they can work on something.

    2
  • Kelli Swygert
    Ações de comentário Permalink

    I agree, we currently use another chat solution and have the ability to "see" what the end user is typing before they send it. It helps our agents know ahead of time how to respond and answer their question.

    2
  • Ian Maison
    Ações de comentário Permalink

    Agreed. This would be a good feature to help save time on collating responses.

    I know other solutions have this already, so if it can be added that would be good and strong benefit to the platform.

    1
  • Andres
    Ações de comentário Permalink

    Yep! This together with screen sharing... = WIN

    1
  • Haris Rustemovic
    Ações de comentário Permalink

    Agreed as well.
    We have been using it on another chat platform, it was called "Sneak Peek", worked very well and enabled us to research and prepare the response while the question is still "being asked (typed)".
    Zopim seems to be much more advanced in many areas, so this feature should be there by default.

     

    1
  • Kelli Swygert
    Ações de comentário Permalink

    I don't buy in to your official answer, we've used the sneak peak function and it works quite well.

    I'd much rather hear that at this time it's low on your priority list due to lack of popularity, etc, then be told what your research shows.

    1
  • Haris Rustemovic
    Ações de comentário Permalink

    I agree with Kelli.  The way how our chat agents work and what they do or would do is under our discretion and don't forget that most of us here already have experience with that as I see, so we know why we are asking about it.  As for feedback, I can see 6 of your customers here, me included, commenting on this, so there is your feedback.

    2
  • Sky Boulton
    Ações de comentário Permalink

    We don't use zendesk, and if we did, we'd have very few instances where we'd need to be working in zendesk simultaneously, as we more facilitate sales process rather than issue trouble tickets.  Instead, our agents stand by patiently awaiting people to finish banging out messages the agents could already have responses prepared for.  

    While they don't use zendesk, the do multitask, and such a simple feature would help facilitate the multitasking.  The "Well everyone should be working in zendesk with their spare seconds" answer is quite egocentric.  

    The other chat software that we use that has the feature is relatively obscure and the chat itself is an afterthought, yet it has features such as this that zopim, as a "leader" should have had many years ago, especially considering zopim is incredibly expensive compared to the other solution we use.  In fact this feature has been available to us through the other chat platform for nearly a decade now.

    1
  • Kundenbetreuung
    Ações de comentário Permalink

    We are looking for exact the same feature. We were using tawk.to before we switched over to zopim and we miss that possibility as well!!!

    0

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