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

July 2018

Virginia from Zenergy Technologies

Verified Reviewer

Company Size: 51-200 employees

Industry: Information Technology and Services

Time Used: Less than 6 months

Review Source: GetApp


Ease-of-use

5.0

Value for money

5.0

Customer support

4.0

Functionality

4.0

July 2018

Increase your sales x3!

Pros

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.

Cons

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.

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

September 2019

Justin from Legal Services

Company Size: 51-200 employees

Industry: Law Practice

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

3.0

Value for money

4.0

Customer support

5.0

Functionality

3.0

September 2019

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.

Pros

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.

Cons

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.

Reasons for Choosing Zendesk Chat

The ability to accurately track Google Analytics UTM codes, price, and features.

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.