tawk.to vs. Zendesk Chat

Tawk.to is a one-stop solution for all live chat support. This service helps you convert more visitors on website into customers by giving them live chat support for their queries. It helps me to engage with customers, engage them in the conversation. It has helped us to get more sales. It helps to understand what customer's requirements.

Incentivized

[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.

Incentivized

• Speedy receiving and sending of messages
• Can mark that you're active or inactive
• Can see when people are on the site, even if they're not using the webchat

Incentivized

• Extremely fluid chat interface allows for easy communication.
• It can be used directly on a website page or as a widget.
• Allows the end user to translate the chat into their own native language.
• Notifies you with pending chats via on-screen notifications and sound effects.

• What I always dislike about any software is the branding that comes along with it.
• The live chat module is not super noticeable since it's just in small print at the bottom of the chat module.
• Small errors can occur, causing the extension in the webpage to disappear.

• 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.

Incentivized

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.

I think that it's very user friendly. And even in filling out this survey, I've discovered it has beneficial features that I didn't even know it had! It's a lot of capabilities all rolled into one. We're appreciate that tawk.to is an option for us since we haven't found another third party that fits so well with our needs

Incentivized

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.

Incentivized

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.

Incentivized

tawk.to offers free basic live chat with no restrictions. I mean, before you go straight to Intercom, try tawk.to first. Sure, other platforms have a better feature set and more customization options, but all of them seem prohibitively expensive for a small business, especially when most aren't even sure if live chat is for them in the first place. tawk.to is a good platform for figuring that out. tawk.to provides me with exactly what I require, with no hassles and plenty of power. There has never been a problem with uptime or service.

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.

• Very positive, despite other forms of marketing, it remains our best source of contacts and therefore sales.

Incentivized

• 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.

Incentivized