Troops vs. Zendesk Chat

If you use a CRM (Salesforce, Hubspot, etc.), and a work communication system (Slack, Teams), this product will be extremely helpful

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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.

• Troops does a great job of bringing efficiency to the workplace. I am able to jump right to certain deals and learn details of the deals that are coming in straight from Slack. Getting all that info quickly and all in one place has been crucial for our team.
• Troops does an awesome job of notifying me when signals are shown in my accounts. It lets me focus my attention on the more important accounts, and helps me find what accounts are in the news.

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• 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.

• One thing I would like is more customization regarding the notifications I receive. Letting a user make edits to the certain notifications they get could be nice.
• Troops opens a new tab/browser every time I click on a new lead. It makes things difficult to organize with multiple tabs open.

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• 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.

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.

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Every time I have had a question, challenge, or looked to submit feedback, the team was ready to live chat or hop on a phone call to discuss.

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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.

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We looked at the native Salesforce "integration" with Slack, but it was brief. Troops was so much stronger that it wasn't much of a consideration.

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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

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• Accurate forecasting.
• Streamlines our agenda.

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• 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

Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info