Zendesk Chat for Real time assistance
October 31, 2022

Zendesk Chat for Real time assistance

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Software Version

Advanced

Overall Satisfaction with Zendesk Chat

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.

Pros

  • 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."

Cons

  • When agents handle multiple chats, all the chats will have the same colour code in Zendesk, instead, if we have unique colour for each chats, it'll helpful for agents. This will prevent incorrect responses that were meant for a different customer.
  • Chat Timer, In Zendesk Chat it shows the time exact as per our location, however, if we have a timer that starts form 0 seconds, it will be helpful for agents to keep up on their AHT.
  • More Aux options like Break 1, Break 2, Meeting, etc., would be helpful for the managers as well as the users.
  • Providing Live assistance to our customers and clients
  • Tracking the top contact drivers using tags
  • Zendesk Chat can have multiple departments, where each department handles different queries. Customers can select the department on the help page.
  • 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.
In one of my previous organizations, our client migrated the support tool from Zendesk Chat to Helpshift. I felt Zendesk Chat was a more user-friendly support tool than Helpshift. Zendesk Chat is so beginner friendly, whereas the other tools were so confusing compared to Zendesk Cha.

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 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.

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