A Game Changer when we made the switch to Zendesk Chat!
January 24, 2020

A Game Changer when we made the switch to Zendesk Chat!

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

Software Version


Overall Satisfaction with Zendesk Chat (formerly Zopim)

Zendesk Chat is currently being used by our Customer Service department only. However, we are looking to expand this use to other departments to work directly with our independent contractors. It's been a great tool for our company to connect directly and more efficiently with our customers. Easy and quick service!
  • Zendesk allows to use macros for commonly asked questions.
  • Quick and easy service for our customers.
  • The alert sound that happens when a chat is coming through is pretty obnoxious.
  • Our company's retention rate has improved by 27% since starting Zendesk Chat, due to quicker response times and real-time opportunities to save people from canceling and incentivizing them to stay loyal to our brand.
  • Our agents are happy because adding chat as one of our communication channels breaks the monotony of back to back phone calls. We have also seen a decrease in employee turnover.
Getting assistance and/or troubleshooting anything with Zendesk can be quite frustrating. In my years of experience with Zednesk, I have almost never found the answer to my question without going through multiple articles, ultimately getting frustrated and reaching out to our contact for more assistance. So for a consumer, the support is not as relieving as Zendesk Chat is to our customers in getting the questions answered by us.

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In our organization, we eliminated email as a channel of communication for our customers, which made phones and live chat that much more important to focus on and keep up with. Zendesk chat makes doing that easy for not only our agents, but also our customer base.