Zendesk Chat Reviews and Ratings

Use Cases and Deployment Scope

Zendesk Chat is an easy solution for non-voice customer support teams. It is so user-friendly and beginner friendly. From an agent perspective, they can customize the notifications, shortcuts, tagline, etc. As an admin, you'll be able to scratch through each and every data and analytics. You can add skill sets to each user, chat limit, agents, departments, roles, chat routings, shortcuts, and triggers. The analytics are updated in real-time, whereas other similar tools take a day or week.

Likelihood to Recommend

Zendesk Chat is suited for all the support teams that provide real-time assistance. Like if someone wants to block the debit/credit card, it is a high-priority case that needs real-time assistance. Whereas issues like close my account, and invoice request doesn't need real-time assistance, where Zendesk tickets support will be perfect.

Use Cases and Deployment Scope

We use Zendesk Chat so that customers can contact us with their problems and so that we can solve them as fast as possible. I have a team of 20 agents who use the tool, so I check the quality of the contacts if all processes were followed and if the chat tool has any tech issues.

Likelihood to Recommend

Zendesk Chat is suitable for customers who need to reach a company with requests that can be fastly solved at that time point. It is not suitable for instances in which you will need more future contacts with the customer to solve the issue. In that case, an email thread would be more suitable.

Use Cases and Deployment Scope

Currently, our Customer Support team is the only team using Zendesk Chat. The chat widget displays on our website, allowing customers and potential customers to contact us with any questions they have while exploring our site and/or during any part of our quote and purchase flow. The intent for enabling and offering this channel is to allow visitors to ask quick questions without picking up their phones. We recently expanded our Customer Support team from three to five agents. All of these agents have access to Zendesk Chat. Therefore, they have the capability to chat with customers while they are visiting our website both proactively and reactively. Although, we don't proactively reach out to visitors. Instead, we focus on servicing those customers and potential customers who reach out to us to ask questions while visiting our website.

Likelihood to Recommend

It is well suited in the following scenarios - to create a Zendesk ticket that automatically saves a copy of the chat's transcript in the Zendesk ticket, to track timestamps associated with the chat, for agents to understand what page the customer is on when they initiate their chat, and for agents to proactively reach out to customers who have been visiting a certain webpage for an extended period of time. It is less appropriate in the following scenarios - to truly capture the chatters' identity, especially when the chatter enters a different email address than what we have on file for their existing Zendesk profile, and for agents to be available on both chat and phone, but in a way that they are not taking a new phone call while they are on a chat and vice versa. I'd also like the ability to pull a report that summarizes from which webpage chats are being initiated overall. This way we could understand where we may need to improve our messaging, etc.

Use Cases and Deployment Scope

We use Zendesk Chat [(formerly Zopim)] on our website to boost the customer service experience. It connects with our Account Manager team to solve any customer issues related to our product.

Likelihood to Recommend

[Zendesk Chat (formerly Zopim) is well suited for] any business with online services that want to improve their direct communication with their customers. But please make sure this is just a tool for communication with the customer, the team behind this chat is much more important.

Use Cases and Deployment Scope

Both our Client Success and Sales team use Zendesk's chat functionality. The Client Success team uses Zendesk Chat as the first line of defense for support questions while Sales uses it to answer perspective buyer questions. Zendesk Chat allows our clients to very quickly get in touch with us during business hours without having to wait for a response to an email or pick up the phone and give us a call.

Likelihood to Recommend

Zendesk Chat allows a team to quickly answer straightforward questions. This can help a team manage more volume with the same amount of people, as one can handle multiple chats, but not multiple phone calls. It would not be helpful to use for full-on training or in a circumstance in which the question is overly complex, where a screen share would be better suited.

Use Cases and Deployment Scope

Zendesk was used to replace Talkdesk in our company.

We were looking a platform that worked across phone, email and chat while integrating with our internal platform.

Likelihood to Recommend

We used and implemented Zendesk while working from home. It bedded in well, with minimal interruption to BAU. All colleagues were able to use it within a short period with minimal downtime. Would recommend to any small/medium business implementing a contact platform within their business.

Use Cases and Deployment Scope

Zendesk Chat is being used as one of the main lines of communication with potential new Ting Mobile and Ting Internet customers and as a support tool for our advisors. It's also being utilized as a great alternative for customers abroad who don't have the ability to speak in English over the phone or email since it allows the user to translate the chat into their own native language.

Likelihood to Recommend

Zendesk Chat is great for communication with potential and existing customers as opposed to having to speak with them. Some customers don't like talking on the phone and/or like the flexibility of doing other things while chatting in. It's not as appropriate for meetings with management/higher-ups since it's far too casual.

Use Cases and Deployment Scope

Zendesk Chat (formerly Zopim) is being used in two of the departments of the company, which consists of more than 1,000 employees. The tool is used as a medium of communication with the customers and couriers who use our delivery services. It is the primary way of communication for the customers who face issues with their orders and need immediate help.

Likelihood to Recommend

It is well suited to help the customers with any of their concerns, as they don't have to call and stay on the line till someone picks it up. Instead they can just message and it immediately shows what their position is in the queue if there is any so that they can plan accordingly. Also, Zendesk Chat (formerly Zopim) gives the customers written proof of what they have been promised by the customer service representative.

It is less appropriate in scenarios which are more sensitive and need a personal touch and it is also inappropriate for elderly people, as they prefer talking over chatting.

Use Cases and Deployment Scope

We use Zendesk for chat from our website. Using their rules, we route customers to the appropriate department. This allows our customers an additional way to get in touch with us. Many of our customers are switching from phone calls to digital methods to communicate with our company.

Likelihood to Recommend

While it is a little more expensive than its competitors, it offers all of the bells and whistles for one price. We have tried other solutions but ultimately came back to Zendesk Chat.

Use Cases and Deployment Scope

When we first started using Zendesk Chat, we incorporated it to our main website to provide prospects who land on our page the option to chat with us in case they did not want to call or submit a form. It helped us create a new channel of communication for prospects, so being able to immediately talk to them has helped with sales.

Likelihood to Recommend

If you are a very small business or freelancer, Zendesk Chat might not be the best option for you because if you want more features you will have to pay. Just go with Facebook messenger since it's free. If you are a bigger business and can afford it, then, go for it. Also if you don't feel like you can handle too many tasks at once because you don't have the help, do not overwhelm yourself with chat.