Customer Service Chat software

Updated: December 29, 2019

2019. Zendesk acquired Smooch to improve support via messaging apps like WhatsApp

Customer support service Zendesk has acquired Smooch, a startup that describes itself as an “omnichannel messaging platform,” which companies’ customer care teams can use to interact with people over messaging platforms like WhatsApp, WeChat, Line and Messenger, as well as SMS and email. It had also been a longtime partner of Zendesk’s, powering the company’s own WhatsApp Business integration and other features. The deal underscores the big impact that messaging apps are making in customer service. While phone and internet are massive points of contact, messaging apps is one of the most-requested features Zendesk’s customers are requesting.

2019. Salesforce brings AI and Quip to customer service chat

Salesforce Service Cloud customer service got some AI updates. For starters, Salesforce is using machine learning to deliver article recommendations, response recommendations and next best actions to the agent in real time as they interact with customers. The company is also using similar technology to provide response recommendations, which the agent can copy and paste into the chat to speed up the time to response. Before the interaction ends, the company can offer the next best action based on the conversation. Salesforce is also using machine learning to help route each person to the most appropriate customer service rep. Finally, the company is embedding Quip, the company it acquired in 2016 for $750 million, into the customer service console to allow agents to communicate with one another to find answers to difficult problems.

2015. Live support chat Zopim goes Premium

Customer service software provider Zendesk unveiled the Premium version of its live support chat  Zopim, designed to help growing businesses scale their live chat operations. Zopim Premium helps businesses provide exceptional customer support while they grow. The new plan will include workforce management tools, the ability to scale your operation, and greater customizability. These features will equip support team managers with the tools they need to manage customer expectation and agent productivity. Zopim Premium is designed to provide managers with greater insight into their operations so they can manage customer expectation and agent productivity while remaining efficient at scale. Real-Time Monitoring offers metrics on customer satisfaction, chat queue activity, and agent load—helping ensure you meet your SLAs and even detect potential problems before they escalate.

2014. LivePerson buys co-browsing tool Synchronite

Customer service chat provider LivePerson has bought German startup Synchronite to get its co-browsing and video-chat technology. The deal should help LivePerson boost its real-time customer service product by allowing agents to see what the customer sees, so they can guide him through form-filling, completing purchases and other functions of the client’s website. Other outfits doing similar things include Unblu, LiveLook and Firefly. The purchase price for Mannheim’s Synchronite was not revealed.

2011. Salesforce Service Cloud 3 allows to help customers via live chat, Facebook, Twitter and Facetime

The guys from Salesforce, that are engaged in developing Service Cloud, can't help repeating that traditional customer support systems (Call-centers + CRM / Helpdesk) - are already obsolete. They are built in expectation that a phone call is the primary communication channel that customers use to get support. But the world has changed. Customers want to solve their problems via the Internet - in Facebook, Twitter, forums. They want to talk to tech support via online chat or personal account at the company's website. They want to read what other users say about a product. They want to use video and screen-sharing, to show the problem to support engineer, rather than explain everything by phone. All these requirements are met in the new version of Service Cloud 3. So, first, Service Cloud 3 now can talk via Facebook. Customer may open company's Facebook page and post a question. The Service Cloud will automatically create a ticket and the customer service agent can process it:  search for the solution in the Knowledge Base and discuss the issue with his colleagues via Chatter. And when he finds the solution - he posts reply in the Service Cloud interface and it appears in Facebook comments. The same integration with Twitter was implemented in Service Cloud 2. Moreover, Salesforce has introduced integration with Radian6 - the service, which enable such customer communicate in over 80 social networks. Second, Service Cloud 3 has got a live chat tool - Salesforce Live Agent. This is the result of the Activa Live acquisition last fall. You can embed online chat to your website or Service Cloud customer community. Chat operator can quickly find customer profile with the history of orders and requests. In addition, operator can see what the client typing even before he presses Enter, so he can start searching for the solution faster. And third, Service Cloud 3 has been integrated with Facetime. Now, customers using iPhone or iPad can contact support via video chat, to show what's not working and get an advice. Recall that recently Salesforce acquired the web-conferencing tool DimDim, so, probably soon it will add an inbuilt video chat and screen-sharing tool. By the way, Salesforce also doesn't forget about the traditional telephone support. Service Cloud 3 adds a nice visual scripts for Call-center operators (script - is a wizard that guides the operator to ask questions and depending on the customer answer ask the following questions in order to find the solution).