Zendesk Chat Reviews and Ratings

Use Cases and Deployment Scope

We use it as a live chat for our customers who reach out with questions and issues. It's our primary point of contact for our customers and the area where we staff our Support Team the most. We have roughly 25 CSRs who use it daily. We answer simple questions and complex questions in it, and move things to an email if needed.

Likelihood to Recommend

It's a great tool when you use email, phone, and chat, and it's all streamlined, but the product is a bit clunky, and the chat part is a bit finicky when you send images. As well, reading through the log of a message is hard to follow, and making that cleaner for managers to view would be ideal.

Use Cases and Deployment Scope

We use Zendesk Chat so that our customers can contact us with their problems easily and so that we can solve them as fast as possible, ensuring that we keep a log of all calls.

Zendesk also allows us to address various concerns, from onboarding to reporting, reconciliation of audits, as well as troubleshooting of its features to ensure that their operations don't get disrupted. If the issue continues to persist and it cannot be addressed whilst chatting, it gets converted into a ticket which will be responded via email.

Likelihood to Recommend

We are a very busy company that receives a large number of queries and issues throughout the day and as a manager, Zendesk Chat allows me to allocate the tickets to suitable employees. You can add skill sets to each user, chat limit, agents, departments, roles, chat routings, shortcuts, and triggers. The analytics are updated in real-time, whereas other similar tools take a day or week.

Use Cases and Deployment Scope

As a e-commerce company we use Zendesk Chat to handle multiple client queries related to the delivery of their items, not receiving product on time etc etc.. Zendesk Chat is good and easu UI which everyone can understand

Likelihood to Recommend

It is quicker and you can easily reply to chats, we use to handle 3-4 chats simultaneously when we used to talk with our clients

Use Cases and Deployment Scope

We use Zendesk Chat to communicate directly with our users who are business owners who have signed up for our payment systems for their businesses. We address various concerns, from onboarding to reporting, reconciliation of audits, as well as troubleshooting of its features to ensure that their operations don't get disrupted. If the issue continues to persist and it cannot be addressed whilst chatting, it gets converted into a ticket which will be responded via email.

Likelihood to Recommend

I am comfortable using Zendesk Chat, since it is well integrated with Zendesk. And because Zendesk can be easily integrate with other systems, it lessens too many apps that is being used, making my job more efficient and productive. Overall, I definitely recommend Zendesk Chat as the best communicator over anything else.

Use Cases and Deployment Scope

It was becoming overwhelming managing a shared Team mailbox with everyone receiving the same communications and not knowing who was responding to what. Zendesk completely changed this issue but allowing us to create tickets and have different individuals manage and close out the tickets. This has been a huge help in our workflow with making the team more efficient without being overwhelmed.

Likelihood to Recommend

It is well suited for larger teams ~ 3+ people plus. It doesn't work as effectively if a team is only between 2 people.

Use Cases and Deployment Scope

Zendesk Chat is an easy solution for non-voice customer support teams. It is so user-friendly and beginner friendly. From an agent perspective, they can customize the notifications, shortcuts, tagline, etc. As an admin, you'll be able to scratch through each and every data and analytics. You can add skill sets to each user, chat limit, agents, departments, roles, chat routings, shortcuts, and triggers. The analytics are updated in real-time, whereas other similar tools take a day or week.

Likelihood to Recommend

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.

Use Cases and Deployment Scope

We use Zendesk Chat so that customers can contact us with their problems and so that we can solve them as fast as possible. I have a team of 20 agents who use the tool, so I check the quality of the contacts if all processes were followed and if the chat tool has any tech issues.

Likelihood to Recommend

Zendesk Chat is suitable for customers who need to reach a company with requests that can be fastly solved at that time point. It is not suitable for instances in which you will need more future contacts with the customer to solve the issue. In that case, an email thread would be more suitable.

Use Cases and Deployment Scope

Currently, our Customer Support team is the only team using Zendesk Chat. The chat widget displays on our website, allowing customers and potential customers to contact us with any questions they have while exploring our site and/or during any part of our quote and purchase flow. The intent for enabling and offering this channel is to allow visitors to ask quick questions without picking up their phones. We recently expanded our Customer Support team from three to five agents. All of these agents have access to Zendesk Chat. Therefore, they have the capability to chat with customers while they are visiting our website both proactively and reactively. Although, we don't proactively reach out to visitors. Instead, we focus on servicing those customers and potential customers who reach out to us to ask questions while visiting our website.

Likelihood to Recommend

It is well suited in the following scenarios - to create a Zendesk ticket that automatically saves a copy of the chat's transcript in the Zendesk ticket, to track timestamps associated with the chat, for agents to understand what page the customer is on when they initiate their chat, and for agents to proactively reach out to customers who have been visiting a certain webpage for an extended period of time. It is less appropriate in the following scenarios - to truly capture the chatters' identity, especially when the chatter enters a different email address than what we have on file for their existing Zendesk profile, and for agents to be available on both chat and phone, but in a way that they are not taking a new phone call while they are on a chat and vice versa. I'd also like the ability to pull a report that summarizes from which webpage chats are being initiated overall. This way we could understand where we may need to improve our messaging, etc.

Use Cases and Deployment Scope

We use Zendesk Chat [(formerly Zopim)] on our website to boost the customer service experience. It connects with our Account Manager team to solve any customer issues related to our product.

Likelihood to Recommend

[Zendesk Chat (formerly Zopim) is well suited for] any business with online services that want to improve their direct communication with their customers. But please make sure this is just a tool for communication with the customer, the team behind this chat is much more important.

Use Cases and Deployment Scope

Both our Client Success and Sales team use Zendesk's chat functionality. The Client Success team uses Zendesk Chat as the first line of defense for support questions while Sales uses it to answer perspective buyer questions. Zendesk Chat allows our clients to very quickly get in touch with us during business hours without having to wait for a response to an email or pick up the phone and give us a call.

Likelihood to Recommend

Zendesk Chat allows a team to quickly answer straightforward questions. This can help a team manage more volume with the same amount of people, as one can handle multiple chats, but not multiple phone calls. It would not be helpful to use for full-on training or in a circumstance in which the question is overly complex, where a screen share would be better suited.