Increase your sales x3!
If you’re looking to increase customer satisfaction, customer engagement, and or increase sales conversion rates, Zendesk Chat is the perfect solution for you. Aside from the wonderful customer support, this application can greatly help your sales and marketing team gain a better understanding for what is providing the most traffic, your visitor’s interest, what they aren’t interested in, and gain more insight into which of your sales and marketing initiatives are working. If you want to succeed in today’s market, it’s paramount you have a streamline for how your organization handles incoming sales and lead generation. The ability to chat in real-time is easier on both, your web visitors and sales teams; according to Zendesk, adding the chat feature to your website can provide up to 3x more in sales than traditional cold calling and sales emails (which most of us probably hate receiving…)
This platform has helped us reach more customers without all the same busywork that goes into having to create, beautifully crafted sales emails that often reside in spam folders or get deleted at a speedy rate. Not only does Zendesk’s chat allow you to interact with customers in-real time, it provides more visibility into the needs of your visitors; with the ability to see which pages your visitors are on and can customize each chat to directly suite each visitor. I would highly recommend Zendesk’s team plan for small sized businesses; which only costs a minimum fee /month, per agent. Small-sized businesses often have one person simultaneously managing customer support duties, sales duties, marketing duties, or some mix of the sort (time is of the essence); Zendesk will help ease your responsibilities so you can focus on more important matters. With the ability to manage chats directly with in the online platform and/or the mobile app you have more opportunities to engage with potential clients and keep them from falling through the cracks. The features this application provides are intuitive and helpful for multitasking; the lite plan provides two trigger signals you can set up to notify you when someone enters or exits your website and/or you can turn your chat to offline so visitors can still contact you when you’re away and notify them you will be in touch shortly. The option to file share and create/save templated responses, within the chat, aids customer satisfaction and saves times from having to leave the platform to send an email, call, etc.
Side note: Because our company uses third party called Lead Liaison to track our web visitors we decided to purchase a subscription for the team plan. I would recommend the same to others who already have other resources in place for visitor tracking; if you don’t have visitor tracking in place the professional plan may be the more beneficial route for you.
Zendesk’s features for conversion analytics and tracking rates are not included in either the lite or team plan. This is one of its downfalls. However, if you are using another third party for visitor tracking (to see how often visitors make a purchase, sign up for downloads, webinars, and/or newsletters, etc.) you most likely already have those statistics available to you.
I would recommend the professional plan over the lite plan for those interested in using this platform to measure or compare performance across multiple agents; the professional plan presents more, in-depth data regarding customer service and/or meeting specific sales goals/objectives.
I hope in the future Zendesk will incorporate an unlimited amount of history recognition so that you can look back at past conversations with returning customers, etc.
Fastest way to connect and interact with your website visitors!
A wonderful tool to have on our Resort website! This tool has helped my team and myself close sales in less than 15 mins. Definitely a great tool for support as well. It's a faster and convenient way for clients to reach out to us and get information which leads to great costumer service! My team is very satisfied with Zendesk Chat and we look forward to its continuous updates! It is part of our sales & support team! Keep up the good job!
That our clients can visit our website and ask questions right away about our services and our team helps them I'm purchasing the right services there and then! We can see clients who visit our website and we can interact with them and offer assistance. My team has closed sales just by chatting with clients, which makes this a wonderful tool! We are very pleased with this service.
My team is very happy and pleased with this software! We have no complaints. It's very useful as it helps us provide instant support to our clients. This is part of our sales team!
Great chatting software but widget could use some work
Overall the Zendesk Chat software has helped boost the communication between our business and our customers. We like that we can supply answers right away to people, although it can be a little time consuming if you receive a lot of chats during off-business hours. The history of visitors is helpful though if you miss and chat and still need to get in contact with the customer. I don't know if there are any better chat apps out there, but if not this is a pretty good solution.
This has helped boost our customer service on our website a lot! We frequently get visitors chatting on our website and it helps us keep our email inboxes less crowded, we spend less time on the phones, and we answer customers more quickly. We think the function is a great customer service tool and we would highly recommend adding a chat box to your website to boost communication. The app is also great for answering people right away, and their customer service can be helpful depending on your issue.
As a backend user of ZenDesk chat, it can be fairly annoying when people are chatting you at all hours of the day. Also people can get very impatient if you don't answer them right away. The app definitely helps with that, and you can always put on an "away" message and get back to people later, but your work hours during the day/evening can definitely stretch out if you decide to answer chats during off-business hours. I also think the widget needs some work. If you're using Shopify, I'd recommend installing the app instead of pasting the widget code in your store theme since it can be difficult to customize there.
It's good but there are better also for free
I used the free plan so I don't expect to work and good as the pay plan. It fulfilled my needs to have a live chain my website that could put me in direct contact with potential clients.
Boring design for the chat message box
no desktop notifications
Notification sound only played once. Since we are not at the reception desk all the time, it would make our work more difficult since we needed to keep checking the website.
No mobile app
If we closed browser window we would be immediately offline.
A Competent platform with all the basics
We've been able to successfully look after clients visiting our website and manage their queries and concerns without any difficulties.
Using the platform on a daily basis is quite straightforward. Chats are archived in a reasonable manner, and user tracking is pretty good.
Trying to monitor and analyse historical activity is quite limited and could be developed for additional functionality.
Pretty good - we use this to serve existing readers on our subscription site who have sales and billing questions and also use triggers to drive sales for potential custoemrs
Its a really good chat tool for sales and customer support - i have used this with my assistant to help manage sales and support for site visitors
If you use in bulk the pricing really adds up like lots of agents you have to pay for each one - however, the ROI if you use it well and have a good product is pretty high
Love this chat software
Zendesk chat made my job so easy and smooth, I love how all my extensions worked with it (Grammarly, Text Expander) and it was helpful regarding alerting you on time and when the customer reads the chat and when they are typing.
I love being able so see when the customer has seen when I chat them, the time stamp shows up also which is so helpful! You can see when the customer is typing which allows you to stop, let them finish or to even type what you need to and wait for their response, kind of like intuiting your customer and being ready immediately. When your customer hasn't responded a little snooze Z symbol shows up and suggests that you reach out to your customer so its very helpful for timing and alerts.
After using another chat system I have to say that Zendesk chat is supreme. All the pros I mentioned above make chatting with customers seamless and helpful.
I have never had an issue with this software and love how it is set up.
No cons from me!
One of the best
Fantastic! We are able to connect with customers more than ever before and I love that.
Zendesk Chat has a lot of features. I really like the trigger options so that customers are at least seeing an automatic message from us if we are a little backed up with chats.
Nothing. I have enjoyed using the app so far, it is a fantastic chat option.
Made my job easier when needing to handle multiple issues at once
It was more of a help than a headache.
The software has few “bugs” and it was very user friendly. It enables me to be present for anyone currently in person before me as well as chat with potential tenants and set the tours.
As a leasing manager, I found this to be lacking in terms of notifying someone that there is an unanswered issue.
Half Baked Chat Platform
Has a Lot, but Surprised By What it Lacks
Their customer service is wonderful and they'll bend over backwards for you, but the options I found that were absent (at even the highest, most expensive levels) really made me disappointed. They are able to track UTM codes which is great if you're using Google Analytics, but if this isn't a concern of yours, I highly recommend searching for a more affordable alternative with more customization. They're out there.
The implementation is incredibly easy, and there are multiple installation tutorials available online for users. However, tutorials for anything beyond basic set-up and basic customization of the chat button are hard to find, and you have to go up several levels of help to get solid answers if you're really looking to customize it for your operators.
The absence of common-sense features I had gotten used to from our previous platform. Options such as "Round Robin" routing are not available unless you go for the high-money level usage, and options like having the platform automatically switch the operator to "away" whenever their computer was locked or on screensaver were absent. Their auto-idle kicked in if their window was idle, even if the user was still using the computer, which makes it frustrating and pointless.
Take care of your users in real time and increase sales
Successful experience. Zendesk Chat is my daily ally to provide proper aid to our visitors
Zendesk chat is a valuable tool for help desk. It allows providing information and support to your users in real-time.
You can constantly monitor your visitors seeing the active ones, the idle ones and also the ones who opened the live chat tool. You may also see their referrals.
By opening the panels of users visiting your sites you get many information about the pages they are on and all the ones they have seen. You may also viwe their IP, the browser they are using, their location and other useful information about their devices.
Each visitor has thier history. If you already had contact with someone you can easily check your conversation history seeing the agent and the transcriptions. The conversation could be sent via email.
During a conversation you may share attachment with the users and request a rating for your support.
You can create and save standard answers (shortcuts) that can be quickly recalled while writing in the editor. You can also set up specific triggers to notify users activities.
With some plans you have specific insights to compare performance across multiple agents.
Some useful features are only available for the professional plan (tracking visitors and conversion analytics). If you have other third party to monitor them, you will be fully satisfied by the other plans.
Zendesk Chat (formerly Zopim) works good but ugh
If you're using it for one single landing page or a very specific purpose, Zendesk chat is great for that. But if you want a chat software that does a lot of different things - like customer support on one page, sales on another, and tech help on another -- it's really hard to do without a developer.
At the price we are paying, Zendesk chat is becoming long in the tooth. And we're still waiting on another chat software to change our minds.
It's easy to deploy, and very easy to get up and running. I've gotten my non-tech team to set their own automated messages without having to guide them. Once you're in their dashboard to chat with leads/customers, it's really easy to manage.
Like regular Zendesk's Helpdesk software, the backend UX is so outdated. There's options within options. You can jump around to many different settings to find the one option you were looking for tucked away somewhere else.
I also dislike a lot of their conditional logic. It's confusing.
I also don't like that if I wanted to have a bunch of different chat types, I'll can't set that up easily without writing custom code to set that up. It has that option, but only if you're a developer.
Zendesk Chat LIVE at A Glance
I have realized after using Zendesk Chat that there was a lot of things and good opportunity's I had missed by not knowing the information that Zendesk Chat provides. I feel more confident in my business and I am making my costumers happier by understanding there needs faster an being able to provide the best possible service I can for my clients
I love the fact that when you first get it installed the program offers a free 14 day pro trial, and after the trials over It goes back to a free version. Zendesk Chat dose very well in teaching you how to chat right away so you don't miss out on any possible contacts /sales and as the tutorial is quite brief but effective . the look of the Zendesk chat is crisp and quite clean with everything you need right there in front of you with options to check website visitors, look at analytics, real-time monitoring, check the history or manage your team settings. When someone sends a request the dashboard will alert you and giving you critical info immediately e.g. the number of past chats you've had, the browser and operating system of the visitor & the visitor’s location, ,when it’s a returning customer , and time spent on the site. so you have everything you need to stay on top of your game & just in cast there is no one alive is able to answer, it will send a automated apology is sent to the person. What gives it the extra sugar on top is that it is very reasonably priced for all the features it offers & the help it provides is outstanding.
the only con I can think of that this application may have is its lack of integration to other programs beyond Zendesk
Excellent tool to manage live customer quaries
Zendesk chats allow us to address customer queries while on the website, which allow us to help customer to finalize a purchase that otherwise would be lost. It is also useful to rise customer satisfaction as customers do not have to wait on the telephone or write emails to receive an answer.
My company have used Zendesk Chat to manage the live contact for most of our brands and the experience has been great so far as it is very complete.
The chat option allow you to serve customers while they are visiting the website without having to exit the page to do a phone call or write an email. It can be used as an inbound tool to offer customer support or outbound to increase sells.
It is possible to personalize the tool according to the needs of your business with the possibility to schedule opening hours, automatic messages, and personalized shortcuts (very useful so your agents won't have to rewrite the same sentence every time). It is also possible to activate an option to reroute your chats automatically to your agents according their skills (languages, expertise etc).
Zendesk chat has also a reporting dashboard in which you can see the team/agent performace and in which you can see if an agent is free or busy and how many chats has taken during a certain period of time. You can also subscribe to periodical notifications via email.
The only thing I would suggest to improve is the possibility of download more specific and user friendly reports for agents performances (time online etc) as at the moment they are a too raw to do quick analysis of the agent performances
Zendesk Chat Review
I have been using this service for almost six months now and I can say it has been great. I would recommend any company to purchase this service because it the top in the industry. The user interface is very friendly and eye catching. Its very easy to get started and hit the ground running. Its ability to have different departments to split chats coming through is a very great idea since it reduces confusion and ensures that users who are trying to reach you come through the right channel/department.
-Ease of use.
I was able to learn how to use it in a day. It has features that make it so easy easy to use as you advance
such as shortcuts and the various notifications that ensures that you are alert at all times.
-You can also build macros which you can come in handy when handling many users at the same time.
-Pulling of metrics. Users can track their progress by pulling weekly metrics which is really helpful to track you progress.
Logging out users from the chat box once there is no internet connection. If the team could find a way to give users like 2 min to fix the internet connection issue before logging user out, that would be great.
Perfect helpdesk experience for our customers.
In an organization like ours where customers communicate with the sales team via multiple mediums, it used to be very difficult to effectively track Workflow. With Zendesk chat ,we have been able to create an effective customer service workflow via which we have been able to track all customer queries in real time.
Web visitors chatting with our Live chat team are also able to add attachments via the chat window , saving precious time that would had been otherwise expended sending attachments as via email.
Zendesk has also enabled customers get a copy of their chat session with our sales agents in their inbox for record purposes.
Our sales agents have made complaints on few occasions about the Zendesk smartphone app. sending new chat notifications a few seconds or even minutes late.
Use zendesk chat and relax! Really great tool and simple integration.
We've been zendesk chat for almost 3 years now without any issues.
The free version itself gives most of the basic functionality. But if your service is vast, and requires multiple executives to attend to chat queries, the free version may be limiting.
Zendesk is very easy to configure on your application and very intuitive.
The paid version of the tool is a bit costly so the startups in early stage may not want to use it.
Happens very seldom, but there may be minor issues such as the chat window getting hung and responses delayed. But no big issues.
The free version will not give ability to rebrand the chat window - which is reasonable as well.
Works great if you use other Zendesk products
We've liked Zendesk chat because it's pretty seamless with the other Zendesk products you already may be using. It's handy to see chat tickets alongside your regular tickets (which is an option you can set up) and it's nice to be able to bring in Zendesk data and user data on a chat, so you have context right there in the window.
I wish there were more chat window customizations without the need of a developer. Things like being able to more fully customize language that appears in the chat window would be nice.
The chat tool that beats all other chat tools
The agent dashboard is amazing. Within seconds you can easily view all ongoing chats, chats in queue, and which agents are assigned. We enjoy the great UX that it provides to our customers with the onscreen pop-up in our product. The weekly automated reports is very insightful but not overwhelming. It's the right amount of data to understand the health of your chat support.
I don't have any complaints about Zendesk Chat. For our customers and what we use it for, it works for us.
Basic chat tool but helpful if you are getting started
It is a nice chat feature with limited customizability. It is especially nice if you also have Zendesk, so you can integrate both of them together and give a unified experience.
The customizability is not a lot. You can change the color of the chat widget but that is pretty much it. also there are only 2 triggers that you can set on the free version. Maybe more work needs to be put in if it should be a very complete chat feature.
Integrated customer service chat solution
We've been using Zendesk Chat since it was Zopim. And while it's not the cheapest customer service chat out there, we've stuck with it, since it provides great integration to Zendesk, allows for shortcuts, integration of chatbots, and many more features.
Great integration with Zendesk (and all of its features)
Simplicity and ease of use for the customer
Not the cheapest solution out there
Using more than the most basic features can require some effort on the admin side
Powerful and yet simple to setup chat software for intense chats that may span many interactions
We were able to increase customer satisfaction by giving real time support for our VPN software product. The chat connections were very stable and reliable even when our clients would click away from us and turn on their VPN which would affect their IP address. We also understood what part of the world chats were coming from which explained language barrier issues that we may encounter
The software allowed pre-programmed responses that would save our agents much time when dealing with clients. It was overall easy to configure and use and it saved many clients as they didn't have to wait for responses back to emails.
This is no longer an issue but back when the software was owned by Zopim, it ran on flash ( years ago ) which would sometimes cause performance issues in my browser. This is no longer an issue .
Zendesk Chat was a simple chat widget to add to our website
I like how simple it was to integrate into our website. It works nicely for doing live sales and support chat.
I wish it had more options when you were away from your desk, like letting the user know how long it will take for the agent to become available. I also wish it would let it automatically search your helpdesk for answers that may already be answered.
Very good customer support
Immediate support. easy tool to implement
A simple tool with strong customer support that solves any problem in minutes. We are using them since thy started as 'Zopim' and not planning to replace.
Chat window design is a bit outdated. I'm sure their great designers can come with new designs or ideas how to make the window chat look much more modern