Qualified vs. Zendesk Chat

Our organization chose Qualified over other companies because of how well it helps us connect with prospective customers. It is user-friendly and really helps you not miss out on opportunities with target accounts. Qualified makes it feel like you're working as a team to create opportunities with target accounts. Qualified also provides great customer service. Their team does whatever is needed to make sure we get the assistance we need

Incentivized

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.

• Good insight into what product the prospect is interested in
• Engage the prospect when they are at the researching phase and form a human connection
• Know when prospects that you are actively targeting are on the website and use that in messaging

Incentivized

• 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.

• The UI can be improved with new features.
• Proper document should be provided and support services.
• Pricing must be moderate, it's way too high for small scale business.

• 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

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.

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.

Incentivized

Qualified provides exceptional customer service. He is constantly eager and able to answer all the issues raised, he also offers excellent subscription prices, he is useful for organizing meetings in the sales area, discussions with VIP clients directly from our website.

Incentivized

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.

Incentivized

• Qualified to increase our sales volumes.
• Qualified really increases the turnaround time for opportunities on our platform.
• Qualified helps to prioritize, categorize and communicate with our potential customers at various stages of the buying process.
• With Qualified our sales team can see who is visiting our website, accessing certain pages and most importantly, connecting with them in vital moments thanks to the tool's conversational sales and marketing platform.
• We can track your interests, lead you to the right person, set up meetings, and move further up the sales cycle using this channel.
• Leads are now automatically integrated into our CRM, eliminating administrative effort and bringing our sales teams closer to our customers than ever before.

Incentivized

• 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.

Incentivized