Zendesk Chat

Formerly Zopim

Zendesk Chat has triggers, where we can automate responses if the chat is idle nor if the chat is reconnected etc.

Zendesk Chat does have three aux options, Available, Away, and Invisible. We can use the Invisible option if all the agents are hopping for a huddle/meeting, where the customers will get an alert stating that no agents are available, and they'll get an option to drop an email instead of waiting.

Agent can instantly see their CSAT review for the chats that were handled, as an admin, I can limit this access to "individually or everyone."

Enable costumers to contact us faster.

Enable us to solve costumers issues faster.

Enable the costumer satisfaction to increase.

Automatic ticket creation that contains the chat's transcript

Automatic replies when the wait time reaches certain limits

Ability to transfer the chat to another user

Website tracking (detailed information about the visitor)

Quick and easy to implement

Agent redirection and multiple agent chat

Can be embedded in a website

Can set 'chat hours'

Can create chat shortcuts

Can share attachments

Accessibility

Ease of access

Usability

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.

User friendly for the employees who use the platform to chat with customers

Easy to pull up data and the data is quite accurate

Easy to find previous chats using the History tab

Routes customers effectively

Instantaneous communications

Remembers users after first visit

Ease of implementation

Helps with sales and communication with leads

Mobile-friendly

Zendesk allows to use macros for commonly asked questions.

Quick and easy service for our customers.

Zendesk is very straightforward and easy to navigate. A non-technical person can work without any issue. It is very easy to write and answer tickets in the system.

It has an awesome user interface. Zendesk is easy to set up and configure.

It allows me to create macros. I can also create mother and parent tickets in Zendesk.

Can be used at several websites simultaneously in multiple chat windows with different settings.

Proactive chat option.

A possibility to create and format a big amount of diverse canned responses.

A possibility to setup hotkeys for the most commonly used templates.

Demonstrates the guests as of now on the site with all essential data like the nation they are, OS they are utilizing and if it's a returning guest.

It's anything but difficult to utilize, the UI is insignificant and straight to the point.

Ongoing provider following i.e the quantity of dynamic providers and sit still ones.

Zopim analytics allow us to understand our customer satisfaction rating and report on chat volumes across various time frames.

Zopim connects with our product to allow us better visibility into our visitors path through our site to better service them and quickly understand their questions and rectify their issues.

The chat functionality has seamless usability for our customers as well as our agents that are managing our chats.

Interface is simple and easy to navigate, macros are convenient to use, and you're able to view how many customers are using the software/online as well as who's clicked on the chat button before they enter any information.

Support tickets created within Zendesk support after a Zopim chat ends allows us to send transcripts to customers and follow up.

Multiple chats at once.

A lot of nice features that allow us to customize the experience that we want to give our customers in terms of branding, functionality, and handling

Zopim does a great job with providing business process capabilities and routing features that help with managing our workflow, workforce management, and business processes

Zopim is also very easy to use, easy to set up, and easy to understand especially from an agent UI, providing a great opportunity to increase agent efficiency and usefulness

Triggers - they let you complete actions based on various information.

Shortcuts - Super helpful way to send pre-canned messages.