Item: Zendesk Chat
Rating: 10
Author: Ayushi Goswami

Overall Satisfaction with Zendesk Chat (formerly Zopim)

Use Cases and Deployment Scope

It is very easy to use and configure. It provides different supports like chat and the ability to talk along with email support. It is being used by our chat department, and it is very easy to use for a non-technical person. It's easy to manage support tickets with Zendesk. It can be used from mobile devices as well. Our chat department is using this platform to resolve or communicate with the customers or clients.

Pros and Cons

Pros

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.

Cons

Unable to edit a reply once delivered.
Zendesk support is quite expensive for a normal user.
Zendesk does not have network monitoring either.

Return on Investment

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.

Alternatives Considered

I have been using this system for one year, and today I can continue saying that this system does not have any faults that I can complain about. Thanks to this system, I have been able to have direct communication with each of our customers or clients, since it allows me to use all the possible varied channels, and to respond with promptness and professionalism. This system has also provided me with complete reports that let me see the performance of every member of my team.

Other Software Used

Google Analytics

Likelihood to Recommend

The upsides are that you can click on the customer's name and see all of their previous tickets and chats. The best advantage is that you can visualize the ticket process to be able to make decisions about the incidents that arrive. It also has the ability to add certain tags to tickets, and I can view all the tickets that have tags.

Comments

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Awesome Support Software.

Software Version