Great tool for customer service live contacts
April 26, 2022

Great tool for customer service live contacts

Marina Vicente dos Santos | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Software Version


Overall Satisfaction with Zendesk Chat (formerly Zopim)

We use Zendesk Chat so that customers can contact us with their problems and so that we can solve them as fast as possible. I have a team of 20 agents who use the tool, so I check the quality of the contacts if all processes were followed and if the chat tool has any tech issues.
  • Enable costumers to contact us faster.
  • Enable us to solve costumers issues faster.
  • Enable the costumer satisfaction to increase.
  • When someone is working on 2 or more chats at the same time, sometimes it crashes.
  • The 'ring' of new chats coming in is annoying and distracting.
  • Sometimes what was written to be sent in one chat disappears.
  • Use of shortcuts to fasten contact.
  • Control over how many chats a person can deal with at a time.
  • Enable the satisfaction question sending.
  • Increase of customer satisfaction.
  • Increase of contacts dealt with in a day.

Do you think Zendesk Chat delivers good value for the price?


Are you happy with Zendesk Chat's feature set?


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?


Would you buy Zendesk Chat again?


Zendesk Chat is suitable for customers who need to reach a company with requests that can be fastly solved at that time point. It is not suitable for instances in which you will need more future contacts with the customer to solve the issue. In that case, an email thread would be more suitable.