ApexChat is a great tool if you want to outsource a website chat functionality. Reps generally do a good job of answering questions, though I've seen instances where they stick too closely to the script and basically ignore what the visitor is actually asking. You can work with Apex on fine-tuning the interactions, but there's never a guarantee that it'll always go the way you want it to.
[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.
Zendesk/Zoopim is right around an entire Live visit programming .There isn't an approach to compel the client to answer certain inquiries preceding entering the talk. The talk transcripts some of the time take long to appear in the visit history .
Exhausting outline for the talk message box
No work area warnings
Warning sound just played once. Since we are not at the front counter constantly, it would make our work more troublesome since we expected to continue checking the site.
No portable application
In the event that we shut program window we would be promptly disconnected.
Due to staffing issues, we have temporarily stopped offering chat as an available channel. We're also interested in the best ways to integrate chat with our FAQs and AI to provide quick responses, either during off-hours or prior to speaking with a live agent. I've also found that reporting is rather limited where some of the interesting and useful data made available and visible during the chat cannot be pulled post-chat; it would be great to pull a high-level report so we can analyze this data.
As mentioned previously, it's a clunky product that lacks user-friendliness. It feels old and behind the times compared to other products we have used. The inability to have a wrap-up time before a new chat comes in is also a big issue for our team.
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.
LivePerson LiveEngage (LP) is a popular option that I used for about six months before switching to ApexChat. LP's implementation team was terrible. They were checking boxes, not fixing issues. The AI/ bot tech in messenger lost us business. Our lead numbers dropped by 50% and our conversions fell with it. The cost and learning curve is much lower with ApexChat, and though it is missing many features and a pretty UI that you get with LP, ApexChat tripled lead volume and quadrupled conversion. The implementation team and customer success managers are top-notch.
In one of my previous organizations, our client migrated the support tool from Zendesk Chat to Helpshift. I felt Zendesk Chat was a more user-friendly support tool than Helpshift. Zendesk Chat is so beginner friendly, whereas the other tools were so confusing compared to Zendesk Cha.
Positive impact - Compared to our old system, this newly updated system provides features and functionality that has increased our agent productivity and provided customer insight like we've never had before. This has resulted in fewer hold times and higher customer satisfaction.
Negative impact - Our reporting team still struggles with obtaining the right information from time to time with the chats. This leads to loss of productivity and more resources dedicated to reporting.
Positive impact - Due to Zopim's embed, we are able to more successfully place them on the appropriate self-service portals and pages, reaching a larger audience, and being more readily available to answer our client's questions. This has resulted in an increase in our self-service portal usage, driving down the phone and email support channels, which in turn reduces support costs.
