Thanks everyone for giving your feedback on the new user interface and for taking the time to explain your workflow. We are working with the team to try and bring back the logged in agent list onto the side navigation panel, and we ask for your patience in the meantime.
We are also investigating the problem with the smaller windows.
In the last few years Zopim has grown and evolved significantly. We are able to support large global teams, we integrate seamlessly with Zendesk, we work on popular mobile platforms, and we’ve built many new features to support our growing customer base.
In recent months, we spent time analyzing user interaction data, visiting customers in their workplace, and listening to your feedback to truly understand how customers interact with Zopim chat. Our conversations led us to improvements in two core areas of our product:
- Modernization - Updated user interface to improve agent productivity
- Feature hierarchy - Simplified organization to improve feature discovery
We’ve made a number of changes to improve usability, but these will not change the fundamental way in which agents interact with your customers or how your customers communicate with your team. Incoming chats will remain unchanged, admins will find settings in the same place, and customer experience (i.e. the widget on your website) will not change at all.
Modernization - A cleaner interface
The main update we are making is a complete overhaul of the design patterns used within Zopim. This won’t change any of the user interactions you are familiar with, however it will impact your overall experience with the product.
Here’s what we've changed:
First, we’ve improved the spacing and padding across the product to make it easier to find the information you are looking for, leaving you more time to spend chatting with customers.
Menu options in the sidebar are clearly differentiated and less prone to incorrect selections. Further, longer tables of information (such as Chat History) have increased white space making them more legible, especially across different screen sizes.
Second, we’re releasing a new set of icons to help new customers familiarize themselves with Zopim’s features at a glance.
Finally, the incoming chat button is getting a new animation.
We noticed agents weren’t always noticing incoming chats. So now the “request” button will pop out more prominently, alerting agents that a customer is waiting to be served. This should lead to less missed chats and reduced wait times for customers.
Feature Hierarchy - A simplified menu structure
As we’ve added features into Zopim, it’s gotten confusing for agents and admins to find what they’re looking for. To start addressing this problem, we’ve reworked the menu hierarchies:
- The Visitor List and Visualizations tab have been merged. This will make it easier to drill-down into specific visitor info in the Visitor List, while getting a bird's eye view of all activity in the Visualizations tab.
- The complete list of logged in agents has been grouped into “Team”. This shows which agents are online within each department and their availability (based on the number of chats they are serving and their chat limit.
- The personal settings of the user have been separated from the chat status options and moved to the top-right of the dashboard. This separates the agent status with the agent profile settings. It’s now also clearer where the personal profile settings now live.
- Finally, all “Settings” options are grouped and collapsed together. This makes the Dashboard less overwhelming for team members, letting them focus on serving chats. Admins can still find all the settings in the same place within those menus.
Designing for User Experience and Brand
At Zendesk our brand is more than a logo, the typeface, or the illustrations. In fact, the user experience and the way our products make you feel are all intrinsic elements of the brand.
To that end, today is the first phase in a series of planned feature and user experience improvements. Over the next few months our user research team will be working with customers around the world to see how Zopim’s new look behaves in the real world. We will use the new data and feedback to roll out updates to the way Zopim looks, functions, and feels. These updates will adopt modern design standards suited for different screen sizes, build a consistent flow across Zendesk products, and importantly, improve your overall experience with Zopim.
Let us know what you think about Zopim's new look in the comments.
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