Likelihood to Recommend Whenever a customer raises a request the same is forwarded to a designated executive with a unique ticket number. Customers can raise their problems via the business website or even an email. They are also sent a confirmatory email that allows them to track the statues of their ticket and also reach out to the concerned executives within the company. All this helps in making customer care fair, efficient and most importantly transparent for the benefit of the customers
Read full review 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.
Read full review Pros All the emails convert into tickets and can be assigned to any free agent or team; which help us to respond on customer's query efficiently and in a timely manner. One of the best features, which I used while using HappyFox, was transferring the ticket to another team member. You can integrate HappyFox with Magento. Read full review Extremely fluid chat interface allows for easy communication. It can be used directly on a website page or as a widget. Allows the end user to translate the chat into their own native language. Notifies you with pending chats via on-screen notifications and sound effects. Read full review Cons HappyFox should provide a customization in category statues. Read full review Linking with a telephone, so the agent is only working on 1 channel at a time More simplified way to create and use templates Link users who may have provided us a new/different email from what we have on file for them Read full review Likelihood to Renew 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.
Read full review Support Rating Read full review Alternatives Considered I prefer Zendesk Chat (formerly Zopim) over
Talkdesk , as it provides customers with written proof of their conversation and customers are able to rate the conversation once it is done. Also, it's easier to find a previous conversation in Zendesk Chat (formerly Zopim) than in
Talkdesk .
Read full review Return on Investment We are able to answer customer queries within SLA The manned power has reduced, it was complicated to manage and respond to all customers over an email in timely manner. We have limited resources, so we don't need to assign tickets or emails to any individual. As all the tickets are re-directed to relevant executive or team member. Read full review 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. Read full review ScreenShots