#1 most frequent
United States of America
26.9%1,483 installations of 5,513
What is Zendesk Chat?
Zendesk Chat (formerly Zopim) is a live chat tool developed by the Singaporean company also called Zopim, acquired by Zendesk in April 2014.
Categories & Use Cases
Media
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Screenshot of How Zopim Chat Widget looks on the website.
Who Buys & Uses Zendesk Chat
#2 most frequent
United Kingdom of Great Britain and Northern Ireland
9.6%532 installations of 5,513
#3 most frequent
India
4.7%260 installations of 5,513
A must have for dealing with real-time customer support
Use Cases and Deployment Scope
We use Zendesk Chat so that our customers can contact us with their problems easily and so that we can solve them as fast as possible, ensuring that we keep a log of all calls.
Zendesk also allows us to address various concerns, from onboarding to reporting, reconciliation of audits, as well as troubleshooting of its features to ensure that their operations don't get disrupted. If the issue continues to persist and it cannot be addressed whilst chatting, it gets converted into a ticket which will be responded via email.
Zendesk also allows us to address various concerns, from onboarding to reporting, reconciliation of audits, as well as troubleshooting of its features to ensure that their operations don't get disrupted. If the issue continues to persist and it cannot be addressed whilst chatting, it gets converted into a ticket which will be responded via email.
Pros
- Client connectivity is so easy
- Easy ticketing for staff to be allocated issues
- Managing the jobs that have been received
- Remote viewing and access
Cons
- Would love reminders of outstanding tickets
- Ease of features
- The 'ring' of new chats coming in is annoying and distracting.
Return on Investment
- Improved client communication and reputation
- Excellent way to ensure work is streamlined for staff
- Increased efficiency within the team
Usability
Alternatives Considered
LiveChat
Other Software Used
LiveAgent, AceThinker Screen Grabber Pro, Nordcloud Managed Services
Love Zendesk Chat
Use Cases and Deployment Scope
We use Zendesk Chat to communicate directly with our users who are business owners who have signed up for our payment systems for their businesses. We address various concerns, from onboarding to reporting, reconciliation of audits, as well as troubleshooting of its features to ensure that their operations don't get disrupted. If the issue continues to persist and it cannot be addressed whilst chatting, it gets converted into a ticket which will be responded via email.
Pros
- Client connectivity
- Remote viewing and access
- Easy ticketing
Cons
- Integrate voice features (Zendesk Voice)
- Ticketing history
Return on Investment
- Reduces the number of applications that need to be used
- Easy management
Usability
Alternatives Considered
Zoho Desk
Zendesk Chat works well for teams.
Use Cases and Deployment Scope
We use it as a live chat for our customers who reach out with questions and issues. It's our primary point of contact for our customers and the area where we staff our Support Team the most. We have roughly 25 CSRs who use it daily. We answer simple questions and complex questions in it, and move things to an email if needed.
Pros
- Pulling up customer information.
- Shows the incoming chats with wait time.
- Helpful dashboard.
Cons
- Linking images is not clean.
- Would love it if there could be a wait time added before a CSR receives a new chat instead of having to set themselves away.
- Being able to adjust what messages take up the capacity.
Return on Investment
- We are able to respond to customers quickly and in real time.
- We often get great customer reviews through our chats.
Usability
Alternatives Considered
Fin by Intercom
Other Software Used
Zendesk Talk, Klaus, Postmark, HiBob, Slack, Assembled, Google Sheets, Stripe Billing, Calendly
Zendesk Chat the MasterBlaster
Use Cases and Deployment Scope
As a e-commerce company we use Zendesk Chat to handle multiple client queries related to the delivery of their items, not receiving product on time etc etc.. Zendesk Chat is good and easu UI which everyone can understand
Pros
- Quick
- Easy to use
- Get help articles easily
Cons
- Can be made more user friendly
Return on Investment
- It was all about positive
- We handled too many queries quickly
- Everyone was easily trained on thai platform
Usability
Alternatives Considered
HubSpot CRM
Other Software Used
HubSpot CRM
Zendesk helps with efficiency
Use Cases and Deployment Scope
It was becoming overwhelming managing a shared Team mailbox with everyone receiving the same communications and not knowing who was responding to what. Zendesk completely changed this issue but allowing us to create tickets and have different individuals manage and close out the tickets. This has been a huge help in our workflow with making the team more efficient without being overwhelmed.
Pros
- Efficiency
- Creating Tickets
- Creating workflows
Cons
- The plan I am on lacks features and customizability
- Would love reminders when tickets are not answered
- Would love to have external users have licenses for free so we can effectively communicate with internal users in the org who don't particularly use Zendesk
Return on Investment
- More efficient workflows
Usability
Other Software Used
Bullhorn ATS & CRM
