Zendesk Chat works well for teams.
September 18, 2025
Zendesk Chat works well for teams.
Score 7 out of 10
Vetted Review
Verified User
Software Version
Advanced
Overall Satisfaction with Zendesk Chat
We use it as a live chat for our customers who reach out with questions and issues. It's our primary point of contact for our customers and the area where we staff our Support Team the most. We have roughly 25 CSRs who use it daily. We answer simple questions and complex questions in it, and move things to an email if needed.
Pros
- Pulling up customer information.
- Shows the incoming chats with wait time.
- Helpful dashboard.
Cons
- Linking images is not clean.
- Would love it if there could be a wait time added before a CSR receives a new chat instead of having to set themselves away.
- Being able to adjust what messages take up the capacity.
- We are able to respond to customers quickly and in real time.
- We often get great customer reviews through our chats.
ZD chat is much better at being streamlined with ZD email, obviously. but the functionality of Intercom and the way it worked was a lot cleaner. However, we use a round-robin style of messaging with our CSRs, and ZD chat does this much better.
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?
I wasn't involved with the selection/purchase process
Did implementation of Zendesk Chat go as expected?
I wasn't involved with the implementation phase
Would you buy Zendesk Chat again?
Yes
Comments
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