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

By Chow Li Ying

Published February 17, 2016
Last modified February 17, 2016

[Editor's note: Zopim is now Zendesk 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 support quickly, they might abandon your website altogether.

Unlike phone support, live chat lets your agents serve multiple customers at once, keeping wait times low and increasing customer satisfaction. Offering timely support can often be the difference between a sale and a lost customer.

But even with live chat, your agents aren’t superhuman. As your business expands and more customers start asking for support, your agents will find it difficult to manage the growing influx of chats. Unsurprisingly, our research shows that as the number of chats increases, customer satisfaction goes down.

So, as your chat volume grows, it’s important to ensure your customer satisfaction level doesn’t waver, and your agents don’t burn out.

Introducing Zopim Chat Routing: a softer landing for your agents
Using Chat Routing, businesses can ensure that agents don’t overload themselves, and the high quality of chats is maintained. Here’s an overview of what Chat Routing is and how it works:

The default method for agents to pick up chats is in the Broadcast mode.

Zopim Chat Routing: Broadcast Mode

Agents pick-up chats by selecting the “serve request” button whenever a customer starts a chat. This lets agents decide how many chats they want to take. However, once too many chats start coming in and the queue grows longer, there are a number of negative impacts:

  • Agents get distracted by new incoming chats
  • Agents stop taking chats and focus on the ones they are serving
  • Customers get frustrated as wait times increase

With Chat Routing enabled, incoming chats get automatically assigned to the agent handling the fewest active chats.

Zopim Chat Routing: Automatic Assignment

This means the agent will have a continuous stream of incoming chats without having to click on the “serve request” button. Also, since agents get assigned chats, there is no delay between a customer starting a chat and an agent picking it up, greatly reducing the customer wait time.

Who is Chat Routing for?
Chat Routing isn’t for everyone. Larger support teams (with more than 10 agents) will see the most benefit as incoming chats will be evenly distributed amongst all agents. No single agent (with quick fingers) will be able to dominate all support requests. Further, when volume is high, agents can focus on serving chats instead of being distracted by the next in queue.

To learn more about whether Chat Routing would help your team and how to enable it, head on over to the Zopim blog

This is a blog post about how to use live chat as a channel for customer service and/or sales support. Please visit if you’d like to learn more about Zendesk, a live chat software tool that is used by tens of thousands of customers worldwide.