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Chat for SaaS
April 24, 2021

Chat for SaaS

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

Advanced

Overall Satisfaction with Zendesk Chat (formerly Zopim)

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.
  • Can be embedded in a website
  • Can set 'chat hours'
  • Can create chat shortcuts
  • Can share attachments
  • It would be nice to be able to see more chat metrics without explore
  • Ability to show a form if all agents are offline
  • Ability to use shortcuts
  • Ability to rate chats
  • Fewer phone calls
  • Chat offers help center search first to allow users to self-serve

Do you think Zendesk Chat delivers good value for the price?

Yes

Are you happy with Zendesk Chat's feature set?

Yes

Did Zendesk Chat live up to sales and marketing promises?

Yes

Did implementation of Zendesk Chat go as expected?

Yes

Would you buy Zendesk Chat again?

Yes

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.