Item: Zendesk Chat
Rating: 10
Author: Arief Widyananda

Overall Satisfaction with Zendesk Chat (formerly Zopim)

Use Cases and Deployment Scope

We use Zendesk Chat [(formerly Zopim)] on our website to boost the customer service experience. It connects with our Account Manager team to solve any customer issues related to our product.

Pros and Cons

Pros

Website tracking (detailed information about the visitor)
Quick and easy to implement
Agent redirection and multiple agent chat

Cons

Admin area sometimes take a long time to load

Most Important Features

Easy to install on the website
Website tracking (customer visit path, user agent, etc)

Return on Investment

Faster buying decision by customer who has questions online
Online sales conversion increased by 10%

Zendesk Chat [(formerly Zopim)] has a better UI/UX, and it is part of the Zendesk enterprise tools which we also use for: Zendesk Talk, etc It is always great to have this kind of channel together in one platform.

Key Insights

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

Other Software Used

Google Analytics, Crazy Egg, Google Calendar

Likelihood to Recommend

[Zendesk Chat (formerly Zopim) is well suited for] any business with online services that want to improve their direct communication with their customers. But please make sure this is just a tool for communication with the customer, the team behind this chat is much more important.

Comments

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