Smartsupp vs. Zendesk Chat

Smartsupp is good for every ecommerce with need to answer questions of clients and comunicate with them. A lot of convesations can be automated, so I need less people to do the same work

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.

• Ability for multi-platform login between Android, Apple IOS, and Windows
• Much less buggy than our previous Chat provider
• Ability to see Live and Offline visitors

• 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.

• I wish we would be able to check ip adresses so we can link the chats so companies before they fill out a contact form

Incentivized

• 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.

Customer response has been much better.In the past, the conversion rate for our services has been very low, probably due to poor UI/UX.But considering that we were still getting a certain number of conversions, we believe that the demand from users was very strong.With the addition of the chat function, we now have a point of contact with customers who had not converted.

Incentivized

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.

Incentivized

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

All the features found in other programs in Smartsupp are brought together. In addition, the price offer is attractive, and the multitude of selection of options and possible add-ons is very large and tailored to different thresholds, so everyone should choose an offer perfectly suited to their needs. I haven't had the need to use support, so it's hard for me to judge, but the very fact that I haven't had to do so probably speaks well for it.

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

Incentivized

• It has a very positive impact. I need less workers to do the same job.
• A lot of communication can be automated - especially answers for simple questions.

• 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