Zendesk Chat

Zendesk Chat

Logiciel de chat en direct pour les PME et les entreprises

4.5/5 (112 avis)

Zendesk Chat - Présentation

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.

Prix

À partir de
N/A
Types de licence
version d'essai gratuite
Gratuit
Abonnement
Rapport qualité-prix

Appareils

Type d'entreprise

S
M
L

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

Zendesk Chat - Avis

Note globale
4.5/5
91% d'avis positifs
65
Excellent
37
Très bien
9
Moyen
0
Médiocre
1
Mauvais
Justin B.
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
Virginia B.
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
Elisa P.
Traduire avec Google Translate

Take care of your users in real time and increase sales

Logiciel utilisé tous les jours pendant plus d'un an
Publié le 13/10/2018
Provenance de l'avis : Capterra

Successful experience. Zendesk Chat is my daily ally to provide proper aid to our visitors

Avantages

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.

Inconvénients

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.

Note détaillée

Simplicité d'utilisation
Support client

Probabilité de recommander le produit

10.0/10
Rocky K.
Traduire avec Google Translate

Zendesk Chat (formerly Zopim) works good but ugh

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 20/03/2019
Provenance de l'avis : Capterra

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.

Avantages

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.

Inconvénients

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.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

5.0/10
Andrew P.
Traduire avec Google Translate

Zendesk Chat LIVE at A Glance

Logiciel utilisé tous les jours pendant 1 à 5 mois
Publié le 30/03/2019
Provenance de l'avis : Capterra

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

Avantages

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.

Inconvénients

the only con I can think of that this application may have is its lack of integration to other programs beyond Zendesk

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

7.0/10

Zendesk Chat - Prix

À partir de
N/A
Types de licence
version d'essai gratuite
Gratuit
Abonnement
Rapport qualité-prix

Zendesk Chat - Fonctionnalités

  • API
  • Chat
  • Enquêtes et feedback
  • Intégration CRM
  • Tableau de bord d'activités

  • Communication multicanal
  • Gestion de la base de connaissances
  • Gestion des flux de travail
  • Historique des contacts
  • Hiérarchisation
  • Intégration de tiers
  • Intégration des e-mails
  • Intégration des médias sociaux
  • Messagerie instantanée
  • Monitoring
  • Notifications automatiques
  • Rapports et statistiques
  • Stratégie de marque personnalisable
  • Support Ticket Management
  • Surveillance en temps réel

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

version d'essai gratuite: 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, Non Profit, 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

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