Zendesk Chat

Formerly Zopim

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.

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.

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.

[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.

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.

We used and implemented Zendesk while working from home. It bedded in well, with minimal interruption to BAU. All colleagues were able to use it within a short period with minimal downtime. Would recommend to any small/medium business implementing a contact platform within their business.

Zendesk Chat is great for communication with potential and existing customers as opposed to having to speak with them. Some customers don't like talking on the phone and/or like the flexibility of doing other things while chatting in. It's not as appropriate for meetings with management/higher-ups since it's far too casual.

It is well suited to help the customers with any of their concerns, as they don't have to call and stay on the line till someone picks it up. Instead they can just message and it immediately shows what their position is in the queue if there is any so that they can plan accordingly. Also, Zendesk Chat (formerly Zopim) gives the customers written proof of what they have been promised by the customer service representative.

It is less appropriate in scenarios which are more sensitive and need a personal touch and it is also inappropriate for elderly people, as they prefer talking over chatting.

While it is a little more expensive than its competitors, it offers all of the bells and whistles for one price. We have tried other solutions but ultimately came back to Zendesk Chat.

If you are a very small business or freelancer, Zendesk Chat might not be the best option for you because if you want more features you will have to pay. Just go with Facebook messenger since it's free. If you are a bigger business and can afford it, then, go for it. Also if you don't feel like you can handle too many tasks at once because you don't have the help, do not overwhelm yourself with chat.

In our organization, we eliminated email as a channel of communication for our customers, which made phones and live chat that much more important to focus on and keep up with. Zendesk chat makes doing that easy for not only our agents, but also our customer base.

The upsides are that you can click on the customer's name and see all of their previous tickets and chats. The best advantage is that you can visualize the ticket process to be able to make decisions about the incidents that arrive. It also has the ability to add certain tags to tickets, and I can view all the tickets that have tags.

Zendesk Chat is well suited if: you have multiple web sites with different types of visitors and concerns, you have a complex product and product's life cycle, you are optimizing call center time and resources, you are increasing and tracking sales in chat, you measure and monitor call center KPIs, and you have multiple communication channels with clients. Zendesk Chat is less appropriate if it is your only sales channel or your website is very stylish/new/hi-tech.

Zopim is well suited for companies who would like to provide quick support to their customers. Having the chat functionality allows our customers immediate support and satisfaction while removing the additional time it takes to submit a ticket and wait for a reply.

I think Zopim is well suited for mid to large sized businesses. There are better options for small businesses that are less expensive or free.

Zopim is suited best for small to mid-sized companies who are looking for a great functioning chat widget that is easy to set up and easy to use. If you are a larger company with many departments, you can use this system but I highly recommend going with the highest plan. I'm not sure if the cost is worth it, as we decided not to shell out that much money for it. We do wish we had some of the nicer features, but overall it's a great system that is easy to set up and easy to use.

If you need live chat and can pay for it.