About Zendesk Chat

Zendesk Chat is a cloud-based live chat solution that helps small to large sized organizations with customer management, chat volume measurement and conversion tracking. Its key features include issue resolution, multiple chat sessions, skill-based routing and analytics. 

The application comes with a proactive message feature that lets agents target online visitors and send automated chat invitations based on geographic location, purchase history or referral page. Managers can use chat rating feature to collect feedback and monitor staff productivity. The solution enables supervisors to set role-based access and assign operators to different teams.

Zendesk Chat integrates with third-party platforms such as Jimdo, Salesforce, Shopify, Joomla, Pres...


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Supported Operating System(s):

Web browser (OS agnostic)

119 Reviews of Zendesk Chat

Average User Ratings

Overall

4.48 / 5 stars

Ease-of-use

4.5

Value for money

4.5

Customer support

4.5

Functionality

4.5

Ratings Snapshot

5 stars

(69)

69

4 stars

(40)

40

3 stars

(9)

9

2 stars

(0)

0

1 stars

(1)

1

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 119 results

December 2019

Sarah from Paintline

Verified Reviewer

Company Size: 2-10 employees

Industry: Retail

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

2.0

Value for money

4.0

Customer support

5.0

Functionality

4.0

December 2019

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.

Pros

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.

Cons

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.

December 2019

MARLON from San Ignacio Resort Hotel

Company Size: 11-50 employees

Industry: Hospitality

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

December 2019

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!

Pros

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.

Cons

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!

Reasons for Choosing Zendesk Chat

We found Zendesk to be a feature rich tool and was the best fit for our Resort website. We certainly don't regret having chosen Zendesk!

May 2018

Jonathan from Building Materials

Company Size: 11-50 employees

Industry: Electrical/Electronic Manufacturing

Time Used: More than 2 years

Review Source


Ease-of-use

3.0

Customer support

1.0

Functionality

3.0

May 2018

The chat box for typing is covered by random loading or waiting messages.

Someone's cheap idea of importing chat into games and programs, Needs some real coders to either implement it or fix the codeing.

Pros

chat box loads, It seems to be inexpensive. I love the fact that they force you to write 100 characters trying to make their product look good when it clearly has faults

Cons

sloppy loading Titles are sometimes loaded TTEXT messages like >>>waiting for us30.zopom.com << block the chat box so you can not see what your typing in full screen. when mousing over it switches to the other side until you move the cursor off then it automatically goes back over the chatbox

November 2019

Anonymous

Verified Reviewer

Company Size: 201-500 employees

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

November 2019

One of the best

Fantastic! We are able to connect with customers more than ever before and I love that.

Pros

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.

Cons

Nothing. I have enjoyed using the app so far, it is a fantastic chat option.

March 2019

Rocky from Mirasee

Verified Reviewer

Company Size: 11-50 employees

Industry: E-Learning

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

2.0

Value for money

3.0

Customer support

5.0

Functionality

3.0

March 2019

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.

Pros

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.

Cons

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.