Zendesk Chat

Formerly Zopim

Being a product based company we relay on the customer satisfaction, Customer support and real time assistance helps to solve and educate our customers in return which increase our product value

With real-time assistance to customers, we were able to showcase this as a feature to our clients on onboarding and conversion

Customers or Clients trusts when you provide support to them. But when you provide an real time support, it increases the trust, product value and experience.

Increase of customer satisfaction.

Increase of contacts dealt with in a day.

Decrease in incoming emails

Increase in offline messages

Multiple tickets are created when a visitor reaches out multiple times with the same question (in a short period of time)

Does not simply re-open existing/prior chat for the same topic/person

Faster buying decision by customer who has questions online

Online sales conversion increased by 10%

Fewer phone calls

Chat offers help center search first to allow users to self-serve

Improvement in customer outcomes

Ability to communicate with customers 24/7

Ease of use

Positive impact on sales/support since it allows foreign speaking customers to engage with us without any language barriers.

Offers a positive for the customer to have email, phone and chat as communication options.

It is the primary way of communication for our customers so we rely on it heavily to solve any order-related issues.

We have generated leads from chat

Offers an additional method for customers to request service calls

Another avenue of communication for prospects

Assist with deaf community

Helps you look like you're up to date with technology

Our company's retention rate has improved by 27% since starting Zendesk Chat, due to quicker response times and real-time opportunities to save people from canceling and incentivizing them to stay loyal to our brand.

Our agents are happy because adding chat as one of our communication channels breaks the monotony of back to back phone calls. We have also seen a decrease in employee turnover.

First of all, I like the fact that this program is flexible and we can communicate with the customers or clients very smoothly.

Using Views, we can see how many unsolved tickets are in each group.

I really enjoy using Zendesk Support because it has been able to satisfy all the needs that I as a company have with both my clients and with my suppliers. As for the latter, I have been able to establish closer and more efficient communication with them.

Increased clients' satisfaction level.

Decreased the average handling time for typical support issue, due to diverse canned responses.

Increased the conversion rate for website visitors/potential clients due to proactive invites.

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.

With Zopim analytics we have also been able to understand where we need additional resources as well as where we could save.

Zopim has had a positive impact on our ROI allowing us to improve our customer support experience and satisfaction.

With Zopim analytics we have also been able to understand where we need additional resources as well as where we could save.

I can't answer that question because I'm not aware of the exact cost of zendesk. I do know that as Zopim is available only to our Pro subscribers (mid level subscription), we do have many customers upgrade from Standard to Pro just to be able to get immediate support via live chat.

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.

Incredible ROI. We close way more sales thanks to it.