Zopim is accessed primarily from the web (with great Android and iOS apps) and with so much going on on a standard desktop it’s hard to keep track of incoming chats. So, we added desktop notifications (a Labs feature) to pop-up whenever you received an incoming chat or a new message in a chat you were serving.
We’ve considered some feedback and decided to update this labs feature. Here’s what we’ve changed:
- Removed the notification timeout
- Stacked similar notifications
- Added clickable notifications
Removed Notification Timeout
In the old version of desktop notifications, we would let you set a timeout period for the notification. However, we realized that hardly anyone changed the default value. What this meant was that after a few seconds the notification would disappear - whether or not you actually acted on it.
Needless to say, this was not ideal behaviour. In most cases, a chat requires an immediate response as customers hate waiting for support. So missing the notification would mean a missed chat and consequently an unhappy customer.
To solve this problem we’ve simply removed the timeout option. Now, a notification will persist until you act on it (e.g. respond to a chat) or you manually close it.
Many browsers have their own default timeout settings which we cannot control. From our testing only Chrome allows the notification to persist until dismissed.
Stacking Similar Notifications
In the past incoming notifications would stack, one after another, until you navigated back to the Zopim Dashboard. This would quickly become unwieldy, especially if you had a particular chatty customer.
To alleviate this problem, notifications will now stack. Here’s an example:
This should help you quickly respond to the latest notification without being overwhelmed.
If you’re managing multiple chats, simply being notified is not enough. You still need to navigate to the Zopim Dashboard and click on the customer who replied.
We’ve simplified this process by making the desktop notifications clickable. When you click on the notification you will be automatically directed to the relevant chat panel.
Let us know how you're using desktop notifications and if we can do anything to improve.