Gifts and gadgets e-tailer Notonthehighstreet has become one of the first retail businesses to incorporate new online live chat technology from software provider Zendesk, as it looks to boost efficiency within its customer service team.

The Zopim Premium solution provides new workforce management tools, allowing the retailer's team to track the performance and productivity of their chat agents across multiple departments. Real-time monitoring of key metrics, including chat volume, visitor experience and agent performance, are built into the product which Zendesk says allows customer service teams to make immediate improvements to their offerings.

Explaining the investment in new technology, the head of customer service at Notonthehighstreet, Rebecca Vanstone, said: "Part of our founding ideal is to connect the best small, creative businesses with global consumers, making it easy for people to browse and purchase unique, beautiful products.

"This translates into the comprehensive support we provide to our customers, making it as easy as possible for them to contact and engage with us. Zopim allows us the opportunity to provide live chat support across our website, giving our customers instant access to our support team in a simple and efficient way."

Zopim Premium can be implemented by retailers as part of Zendesk's full customer service platform or as a standalone live chat product, with the vendor's existing clients – such as Notonthehighstreet – able to upgrade via some minor tweaks to their current accounts.

Royston Tay, vice president and general manager of chat at Zendesk, remarked: "Live chat is critical for building personal and engaging relationships with customers online and in mobile.

"Customers today expect the kind of immediate and effortless support that chat delivers. As those demands grow for organisations, they require more advanced tools for managing their teams and growth in chat volume so they can deliver exceptional customer service at scale."

Other Zendesk customers include furniture e-tailer Made.com, cycling specialist Rapha and women's clothing retail group Aurora Fashions.

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