Zendesk Chat

Zendesk Chat

Logiciel de chat en direct pour les PME et les entreprises

4.5/5 (100 avis)

Zendesk Chat - Présentation

Description du logiciel Zendesk Chat

Zendesk Chat, anciennement Zopim, vous permet de parler aux visiteurs en ligne en temps réel. Le chat Zendesk apparaît sous la forme d'une barre de chat ancrée au bas de votre site web. Les visiteurs discutent avec vous simplement en cliquant sur le widget.

Pourquoi utiliser le chat Zendesk ?
Un véritable outil de chat en direct centré sur le client et apprécié par les entreprises du monde entier.
Nombreuses fonctionnalités utiles : widget de chat entièrement personnalisable, messages d'accueil personnalisés, possibilité de configurer des heures de fonctionnement, mode déconnecté intelligent, transcriptions de chat, réponse préenregistrée, transfert de fichier, etc.
Tableau de bord complet : informations en temps réel sur les visiteurs, traduction automatique et recherche de conversation.
De puissants déclencheurs pour initier des discussions avec un groupe de visiteurs ciblé
Organisez votre équipe de représentants du service clientèle en départements.
Support technique 24h/24, 7j/5 de Zendesk
Widget de discussion disponible dans plus de 54 langues.

Autres détails techniques :
travaillez sur les principaux navigateurs (Internet Explorer 6+, Firefox, Google Chrome, Opera, Safari).
Nouveau tableau de bord HTML5.
API REST.
Android, application iOS.
Intégration transparente avec Salesforce, le support Zendesk et plus.

Zendesk Chat - Présentation

Prix

À partir de
N/A

Types de licence

Essai gratuit
Gratuit
Abonnement
Rapport qualité-prix

Zendesk Chat - Fonctionnalités

Appareils
Pour quelle entreprise ?
TPE PME GE
Disponible dans les pays suivants
Asie, Australie, Brésil, Canada, Chine et 5 autres, Europe, Allemagne, Inde, Japon, Amérique latine
Langues
arabe, chinois (simplifié), chinois (traditionnel), tchèque, danois et 22 autres, néerlandais, anglais, finnois, français, allemand, hébreu, hongrois, indonésien, irlandais, italien, japonais, coréen, norvégien, polonais, portugais, russe, espagnol, suédois, taïwanais, thaï, turc, ukrainien

Captures d'écran

Capture d'écran pour Zendesk Chat : Zendesk Chat Dashboard Overview
Capture d'écran pour Zendesk Chat : Zendesk Chat Dashboard Overview Capture d'écran pour Zendesk Chat : Zendesk Chat - Visitor list Capture d'écran pour Zendesk Chat : Agent's Chat Window View Capture d'écran pour Zendesk Chat : Visitor's Chat Window View

Zendesk Chat - Avis

Zendesk Chat - Avis

Note globale
4.5
/
5 100 avis
Excellent
59

Très bien
35

Moyen
6

Médiocre
0

Mauvais
0

Rapport qualité-prix
4.3
Fonctionnalités
4.4
Simplicité d'utilisation
4.5
Support client
4.4
94% des utilisateurs recommandent cette application
Virginia B.

Increase your sales x3!


Traduire avec Google Translate
Marlon N.

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!


Traduire avec Google Translate
Justin B.

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.


Traduire avec Google Translate
Ana L.

Very helpfull

It's good but there are better also for free


Traduire avec Google Translate
Sarah O.

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.


Traduire avec Google Translate
Virginia B.
Secteur d'activité: Services et technologies de l'information
Taille de l'entreprise: 51-200 employés
Traduire avec Google Translate

Increase your sales x3!

Logiciel utilisé tous les jours pendant 1 à 5 mois
Publié le 27/07/2018
Provenance de l'avis : GetApp

Avantages

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…)

PROS
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.

Inconvénients

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.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit: 9.0/10

Marlon N.
Secteur d'activité: Hôtellerie
Taille de l'entreprise: 13-50 employés
Traduire avec Google Translate

Fastest way to connect and interact with your website visitors!

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 05/12/2019
Provenance de l'avis : Capterra

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!

Avantages

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.

Inconvénients

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!

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit: 10.0/10

Justin B.
Secteur d'activité: Cabinet d'avocats
Taille de l'entreprise: 51-200 employés
Traduire avec Google Translate

Has a Lot, but Surprised By What it Lacks

Logiciel utilisé tous les jours pendant 1 à 5 mois
Publié le 09/09/2019
Provenance de l'avis : Capterra

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.

Avantages

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.

Inconvénients

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.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit: 7.0/10

Ana L.
Secteur d'activité: Hôtellerie
Taille de l'entreprise: 2-10 employés
Traduire avec Google Translate

Very helpfull

Logiciel utilisé tous les jours pendant plus d'un an
Publié le 19/09/2017
Provenance de l'avis : Capterra

It's good but there are better also for free

Avantages

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.

Inconvénients

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.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit: 0.0/10

Sarah O.
Secteur d'activité: Vente au détail
Taille de l'entreprise: 2-10 employés
Traduire avec Google Translate

Great chatting software but widget could use some work

Logiciel utilisé tous les jours pendant 1 à 5 mois
Publié le 06/12/2019
Provenance de l'avis : Capterra

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.

Avantages

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.

Inconvénients

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.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit: 7.0/10

Recommandation utilisateur
8.5/10
Basé sur 100 avis utilisateurs
Comparatif avec les logiciels similaires : recommandation utilisateur
Comparer avec les alternatives

Zendesk Chat - Prix

Zendesk Chat - Prix

À partir de
N/A
Essai gratuit
Gratuit
Abonnement
Rapport qualité-prix
Rapport qualité-prix
4.3/5
Basé sur 100 avis utilisateurs
Comparatif avec les logiciels similaires : rapport qualité-prix
Comparer avec les alternatives

Zendesk Chat - Fonctionnalités

Zendesk Chat - Fonctionnalités

API
Chat
Communication multicanal
Enquêtes et feedback
Gestion de la base de connaissances
Gestion des flux de travail
Gestion des tickets de support
Historique des contacts
Intégration CRM
Intégration de tiers
Intégration des e-mails
Intégration des médias sociaux
Messagerie instantanée
Monitoring
Notifications automatiques
Portail libre-service
Rapports et statistiques
Stratégie de marque personnalisable
Surveillance en temps réel
Tableau de bord d'activités
Fonctionnalités
4.4/5
Basé sur 100 avis utilisateurs
Comparatif avec les logiciels similaires : note sur les fonctionnalités
Comparer avec les alternatives

Catégories

Vidéos et tutoriels

Vidéos et tutoriels

Zendesk Chat - FAQ

Zendesk Chat - FAQ

Voici quelques-unes des questions fréquentes sur Zendesk Chat.

Q. Quels sont les types de licence disponibles pour Zendesk Chat ?

Types de licences disponibles pour Zendesk Chat :

Type de licence: Gratuit, Abonnement

Essai gratuit: Disponible

Q. Quelles sont les principales fonctionnalités du logiciel Zendesk Chat ?

Nous n'avons pas d'informations sur les fonctionnalités de Zendesk Chat.

Q. Qui utilise Zendesk Chat ?

Utilisateurs habituels du logiciel Zendesk Chat :

Auto-entrepreneurs, Grandes entreprises, Entreprises de taille moyenne, À but non lucratif, Administration publique, PME

Q. Dans quelles langues Zendesk Chat est-il disponible ?

Langues dans lesquelles Zendesk Chat est disponible :

arabe, chinois (simplifié), chinois (traditionnel), tchèque, danois, néerlandais, anglais, finnois, français, allemand, hébreu, hongrois, indonésien, irlandais, italien, japonais, coréen, norvégien, polonais, portugais, russe, espagnol, suédois, taïwanais, thaï, turc, ukrainien

Q. Quels sont les types de licence disponibles pour Zendesk Chat ?

Types de licences disponibles pour Zendesk Chat:

Gratuit, Abonnement

Q. Zendesk Chat prend-il en charge les appareils mobiles ?

Appareils pris en charge par Zendesk Chat :

Android, iPhone, iPad

Q. Avec quelles applications Zendesk Chat peut-il s'intégrer ?

Applications s'intégrant à Zendesk Chat :

Bitium, HubSpot Marketing, OSI Affiliate Software, SEOshop eCommerce, Snapforce, TalentLMS, Toonimo, Vision Helpdesk, Zendesk, Zoho CRM

Q. Quelles sont les ressources d'aide disponibles pour Zendesk Chat ?

Ressources d'aide disponibles pour Zendesk Chat :

FAQ, Forum, Base de connaissances, Support en ligne