It is well suited for communication with existing customers and prospects. It is less appropriate for people just looking to visit our website to get up to date with the latest team news or those who aren't at a computer.
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.
Mobile compatibility - AliveChat has a dynamic user interface which makes its popup chat widget display and work perfectly on all devices - mobile and desktop. Thus web visitors get a complete experience no matter the device from which they use in accessing our website.
Analytic - AliveChat provides us with a dynamic set of website analytics that helps us in analyzing our progress or decline in a timely manner. With the analytics provided by AliveChat, we are able to monitor the number of visitors on the website at a particular time, the duration of which they have been on the website, the number of times they have been on the website in time past etc.
Feature packed - AliveChat is packed with features which makes the job of the customer care agents easier. For instance, with AliveChat it is very easy for an agent to transfer a web visitors chat to another agent that has better answers to the agent's query. We are also able to introduce short survey questions to web visitors, which they respond to before they begin chatting with a customer care rep.
Due to staffing issues, we have temporarily stopped offering chat as an available channel. We're also interested in the best ways to integrate chat with our FAQs and AI to provide quick responses, either during off-hours or prior to speaking with a live agent. I've also found that reporting is rather limited where some of the interesting and useful data made available and visible during the chat cannot be pulled post-chat; it would be great to pull a high-level report so we can analyze this data.
As mentioned previously, it's a clunky product that lacks user-friendliness. It feels old and behind the times compared to other products we have used. The inability to have a wrap-up time before a new chat comes in is also a big issue for our team.
Getting assistance and/or troubleshooting anything with Zendesk can be quite frustrating. In my years of experience with Zednesk, I have almost never found the answer to my question without going through multiple articles, ultimately getting frustrated and reaching out to our contact for more assistance. So for a consumer, the support is not as relieving as Zendesk Chat is to our customers in getting the questions answered by us.
AliveChat really serves a different purpose than other products. Very few products offer the ability to chat through our website, so it compliments our phone, text, and email options very well.
Zendesk Chat is far more user friendly than some of the other competitors on the market. It has a very all the features that you require to ensure your customers are contacted in 'real time'. Its main tools include a live chat interface for quick communication, customisable chat widgets to fit your brand, mobile responsiveness for all devices, and canned responses for common questions. The platform can also start chats based on visitor actions, like time on a page or exit intent. A real must for any leading company
AliveChat has made it easy for us to track the effectiveness of our marketing campaigns. As the real-time number of visitors on the website gives us insights into the performance of ongoing campaigns.
AliveChat also makes it possible for us to have an idea of where our web visitors are coming from i.e. via the pre-chat survey form for instance. We are able to generate important data like how a web visitor got to know about us, their expectations when visiting our website etc.
AliveChat makes it easy for web visitors to get a real-time response to their questions, with a delay of probably a few seconds.
Positive impact - Compared to our old system, this newly updated system provides features and functionality that has increased our agent productivity and provided customer insight like we've never had before. This has resulted in fewer hold times and higher customer satisfaction.
Negative impact - Our reporting team still struggles with obtaining the right information from time to time with the chats. This leads to loss of productivity and more resources dedicated to reporting.
Positive impact - Due to Zopim's embed, we are able to more successfully place them on the appropriate self-service portals and pages, reaching a larger audience, and being more readily available to answer our client's questions. This has resulted in an increase in our self-service portal usage, driving down the phone and email support channels, which in turn reduces support costs.
