Zendesk Chat Reviews

Summary: Our experience with Zendesk Chat has been quite comprehensive and I am proud to be able to offer bold support to all my website visitors. For us, maintaining solvency of customer doubts is very important. From day 1 that we started using Zendesk Chat, the changes were noticeable, we managed to get our visitors answers to all their questions in less time, in addition, we managed to resolve doubts with clearer and more precise answers, thanks to the fact that it is a chat in group where there may be participation of several agents to resolve doubts. I have loved the fact that we can offer customer support 24 hours a day with Zendesk, it has been an easy-to-use platform, we have adapted very quickly to its utilities.

Positive: Zendesk is a pretty comprehensive platform when it comes to customer and visitor support. It has one of the best work panels to meet the requests of visitors and manage to resolve all kinds of doubts. One of the things that I have liked the most about Zendesk Chat are:

- It has an excellent application transfer system. Zendesk Chat allows me to transfer the request of a user to another of my colleagues, this is a very useful function for us, since we have several sectors in our company, and depending on the doubt of the users, we can transfer it to a manager in other industry.

- Zendesk Chat notifications are pretty good, we get notifications on our mobile phone and in our work emails. These notifications help us answer the questions of all visitors in record time, we can respond as soon as possible thanks to the fact that the platform notifies us. Also, when a customer accesses the live chat, we receive an alert to attend to that request live.

- I love being able to know exactly what requirements are being met by my employees in the sales sector and also by my colleagues in other sectors of the company. Zendesk gives me exact information about the customer they are serving and I can see in real time what they are talking about.

- Zendesk Chat is very complete, it allows you to send attachments, which helps visitors to send us images or files when necessary.

Negative: N/A.

Summary: Overall, Zendesk Chat is meeting our needs on staying connected virtually and the software is user-friendly and cost-effective. Great for start ups or mom and pop shops all the way to corporate level business.

Positive: Zendesk chat allows us to chat through social media or our website and all chats are directed to Zendesk chat. This makes it automatic to receive new messages from potential clients. I like that it is reliable and we don't miss opportunities.

Negative: When a returning user chimes in it would be nice to be able to see any previous chats associated with the returning user automatically instead of trifling through closed out chats.

Summary: From 1 to 5, I would give Zendesk Chat a 5. This platform has not had characteristics that have affected my general operation and my customer service. As I mentioned earlier, I did not agree with automating the queue in live chat, however this has not affected my engagement with clients. I consider that my experience has been perfect enough and has exceeded my expectations, since we have been able to improve the attention of all clients and we have also managed to attend more cases simultaneously. In addition, we have been able to create a ticket system, where we can serve each client in a calmer way, and converse with them via email.

Positive: Zendesk Chat has had a really positive impact on our customer service, and we've really seen how customer satisfaction has changed when we serve them live. One of the things I like the most about Zendesk Chat is that it provides me with a completely complete chat window, where I can send and receive all kinds of files, images or documents, in addition, I can put the client on hold and I can also reject the customers request. This chat is too comprehensive, I can have a fairly accurate communication with customers and I can also have full control on each customer's support request. I also like the fact that Zendesk Chat sends me an alert to my desk and my cell phone, when we have received a new support request, this has allowed us to be more attentive to each customer request and has also allowed us to be able to attend them in time record.

Negative: One of the disadvantages that Zendesk Chat has is that this platform does not allow to serve customers manually, since live chat has an automated process that orders each customer in a waiting queue, and when each case is closed , the chat window will automatically open to serve another customer. However, I would like to be able to serve customers manually, and to be able to decide which customer in the queue to serve, not have it done automatically.

Summary: Everyone in my team loving and very happy with this product. It offers real time chatting with any platform end-users (customers). Overall, Zendesk chat is an amazing tool.

Positive: Zendesk Chat is an intuitive web-based platform to chat with external users (customers) in a collective help desk suite. It helps to live chat, integrates with Zendesk products, helps to generate support tickets, and allows to comment with multi-platform end users.

Negative: The self-help page needs optimizations on mobile platforms.

Summary: Overall, Zendesk helps to build a modern helpdesk solution in my business. It enables a very convenient platform to chat via multi-platforms.

Positive: Zendesk Chat enhances our support team capacity to enable live chat helpdesk on all platforms. It eliminates the old method of email support solution. It very easy-to-use service for end-users. Integrates into the website and mobile applications.

Negative: In our overall experience we are happy what Zendesk provides.

Summary: We are using Zendesk Chat to improve customer service and faster problem resolution using its effective live chat service. After using this solution our customer satisfaction graph reached the highest level.

Positive: Zendesk Chat improves our Live chat interaction with customers.
It has a "shortcut answer" option which helps to faster the reply process.
You can implement the chat on mobile app and web platform.

Negative: You can't add a knowledge-based article in Zendesk Chat.

Summary: Its a web-based live chat customer support platform. We use Zendesk Chat to interact with customers. It helps us to handle multiple user's chats at the same time. Its a user-friendly customer help desk platform.

Positive: + It allows us to handle multiple chats at the same time.
+ Intuitive user-friendly interface.
+ It's a web-based platform that makes it easy to implement the platform.

Negative: - We had an overall positive experience with it.

Summary: Zendesk chat is very effective chat software, which help my team to achieve record Average Handling time with its inbuilt features as one click messages for frequently asked questions. It supports Image, gifs and Pdf file over the chat windows, which we use to share receipts with customers if they need it in real time. The Pre chat form collects the contact information of the users before initiating the chat. It helps by collecting leads of new customers too.

Positive: Zendesk Chat is conversion oriented chat software. I personally have very positive experience with Zendesk Chat. It helped us achieve target Average Handling Time. It offers plethora of features as Pre-Chat forms, One click Canned message. Chat transfer and Bots based Auto replying option.

Negative: It's a dominant chat software with many features which make the whole chat experience breeze for customers and agents.

Summary: The Zendesk Chat is one of the most feature packed chat platforms, which can be very easily integrated to the product. The operational features include auto populating of each chat session as tickets, which can be used in future to refer the communication. The Predefined template helps in increasing the efficiency of the agents. The report section is very versatile and create the reports instantly, which saves a lot of time in creating reports.

Positive: Zendesk Chat is one of the the most versatile chat option available in the market. The integration with product is very simple. It has many unique features as Auto populate of closed chat tickets, Realtime chat support, Predefined reply template. Easy chat transfer to other agent and many more to list.

Negative: The customisation of chat wizard is very cumbersome.

Summary: Zendesk Chat has greatly optimized the attention to all our clients, after the first month of using Zendesk, we have noticed a great growth in the satisfaction of each client. Every time we serve a client, we ask them to fill out a form to find out how much rating they give to each support they receive. This helps us a lot to know the rating of each of our agents in charge of customer service. Zendesk is a very complete platform, they must implement the call system to optimize direct attention, in addition, Zendesk has made it easy for us to use a platform, we have been able to manage a large volume of customer tickets located anywhere in the world, It is a platform that sends us alerts and generates an automatic queue for when there are many customers requesting online support.

Positive: Zendesk has managed to improve the way we serve a large group of customers, this platform has provided very consistent customer service without delays. I really liked the way I was able to integrate this platform with my website, integrating Zendesk Chat with our company website was a pretty quick and easy process, it took us about 3 days to complete the integration across our entire website. I also liked the very functional system that Zendesk has, which allows me to have a real-time conversation with each client, the chat works in real time and this guarantees that our clients receive an immediate response for each of their questions. The notification and alert system also works wonderfully, which helps us to provide much faster attention. Every time we see a new alert in our control panel, we will proceed to assign that requirement to the active agents.

Negative: The main problem I got when using Zendesk Chat, is that the number of documents or attachments that can be sent during each chat session with the customer is limited, I can't attach more than 2 files in a single message, also the The weight of each file is also a bit limited, which makes the amount of material that the client can share with me a little difficult to resolve a specific question. Also, Zendesk Chat doesn't have a calling system either, it allows us to set up a form for when we're idle and we ask for the phone number on each form, but we can't make a direct call to the customer's number from Zendesk Chat.

Summary: This platform has been very useful for my support team because it has a variety of tools that allow me to provide good support to my clients or any user who needs help, I like that I was able to integrate the chat help function into my company since I can provide solutions more quickly than when it is done by email. This platform is a good option if you want to keep track of a user since it keeps all the conversations from different media unified in one place, whether by chat, email, instant messaging, among others. With this platform, many possibilities have opened up for me in providing solutions to clients and users by not having obstacles with communication and language, I have saved a lot of time with the automatic responses in the different communication channels and I have been able to follow up on each ticket Until I provide the right solution, with Zendesk I have not had a client who has not been provided with a solution.

Positive: + I can integrate multiple channels which allow me to be more connected with my clients, this ranges from text messages, calls, live chat, WhatsApp messaging or some other social network and email. This allows me to cover any medium where the client can communicate with my company, adapting to the client's needs and offering them any space where they can communicate, plus I have all these channels in one place with Zendesk without the need to have multiple tabs open in the browser to manage communication channels.

+ I love the ease with which I can get into this platform, it is easy to manage the different supports that clients require, plus I can manage workspaces so that each agent can adapt to what they need most without having to have something preset, but simply choose your workflow once you understand how this platform works.

+ It has an automatic translation of the tickets, this was very useful for me to be able to provide support to any user from any part of the world who does not have a good command of English, thanks to this function I have been able to expand my company beyond borders and I have obtained potential clients from any country regardless of the language. It was enough for me to choose which language to translate the tickets in case they were not in English and that's it, all the tickets are in my language without me requiring knowledge in all the languages of the world.

+ I was able to provide automatic responses because I was able to collect the most frequently asked questions that are asked within my company. This helped me to be able to provide support more quickly since there are many users with similar questions that waste an agent's time providing the same solutions. So with autoresponders I was able to fix that issue, now my support team has gotten better performance and response time by having more free time and being able to cover more support tickets from multiple users at once.

Negative: - I would like it to be more customizable when generating reports, I would like for example to be able to see the response time of specific tickets instead of the entire group of tickets, in addition to this analysis and not in the company in general, thus being able to better measure the response time and know which staff is not doing it very quickly. For me, clients are important and providing the best solution quickly and efficiently allows me to have satisfied clients or potential clients, so having the response time well measured in more detail will help me determine precisely what may be failing.

- It is a bit expensive to have this platform, it focuses a lot on large companies since per user it can reach $99 depending on the features you need and if you need a feature in a basic plan there will be no more than another having to upgrade to a more professional version or simply switching platforms for customer troubleshooting. This bothered me a lot, that this platform is not at all flexible with its prices and also that the lowest plans have very few functions that allow me to provide good support to my company's customers.

- There are no filters to be able to sort the tickets in question to whether they are resolved or not, or if they are open, pending or any other status that can be tagged. This is a serious flaw for a feature where you have a ticket management facility to support. I also can't change the folder in different inboxes like emails do, this would be easier and more convenient to be able to sort tickets depending on their importance. Likewise, there is no way to mark tickets according to their priority, simply the ticket management interface lacks useful functions and makes it easier for users to carry out a personalized follow-up.

- They don't listen to the community, this platform has a great community which has been very helpful to me since it has solved more problems than the Zendesk technical support managers themselves. However, also within the community of this platform, new functions have been raised that could maximize performance by providing fast and effective support for clients from different companies, but the team in charge of Zendesk does not listen to requests, even when there are problems like bugs, failures or poor performance on their platforms, so I don't feel part of this platform when I propose something as an old user and I'm not being listened to.

Summary: Zendesk has behaved in an incredible way, this platform has been key to improving the customer service system within our company, we have used this platform for approximately three years, we really do not regret having started using it, since this platform It has been key to being able to serve all customers in real time, since previously we did not have a Live Chat system, and thanks to this Chat we have been able to talk to the customer constantly, we have been able to exchange messages in an incredible way, in addition , we have also been able to share files or attached images. I have also found that this platform allows me to manage tickets, it allows me to create a ticket automatically, every time I receive a request by email, it also has an auto-response system by email, which allows an alert to be sent to the client when we have correctly received the request via email (this works as a confirmation). Zendesk power is truly incredible, this platform to optimize the customer service process, in addition, we have been able to use this platform together, we currently have more than 10 agents in our company who are capable of responding to each of the requests and requirements of customers, therefore, this helps us serve customers in an organized and group manner.

Positive: Zendesk is a fascinating platform to be able to manage the large number of requests that you can receive in all your means of contact, this platform has been fantastic and it is a company for me to be able to manage our customer service process. One of the first features that I like about this platform is the amazing Real-time Chat that allows me to embed on my website, this Chat has been amazing as it has allowed me to interact in real-time with all the clients that request my support within from my website, this Chat works wonderfully, it sends me an alert when I have received a new requirement through the web page, in addition, it also sends me alerts when I receive new requirements by email or through social networks. One of the main features that I liked about this platform is that it allows me to share files, share links and many other things through this Real Time Chat, this helps a lot when I need to request some kind of attachment or some image about some requirement that my client needs, in addition, I have also loved that this platform is capable of keeping a record of all the Chats that are carried out within that customer service in real time, I can see the Chat record that each person from my company with each of the clients, this helps me a lot to value the customer service that each agent of my company has had. Another of the features that I liked about this platform is that it also allows me to have requirements through our social networks, this platform detects the client's message on other social networks, it can detect if they have received a simple message or a message for any requirement, In this way, when we receive a request through other social networks, it sends us an alert so that we can serve the customer quickly. This is fantastic since we can maintain correct customer service on all the social networks that the company currently uses.

Negative: Currently I have not had any type of problem with Zendesk. This platform has always been able to provide me with correct attention to all clients, at no time have I had any type of problem with this system, I have been able to customize the way in which I attend to my clients, I have been able to enjoy a correct Chat in real time with all the visitors of our website and I have also been able to meet all kinds of requirements through ticket management, that platform that allows you to manage all tickets and thus be able to attend to each client in an orderly manner. I have loved the fact that this platform has never given me any kind of problems, all the experience I had within this platform has been positive, I don't have any kind of problem with the functions, nor do I have any problem with the rate of this platform and I also don't have problems with the compatibility that you are platform within all the devices, since this platform worked perfectly at all times.

Summary: Zendesk Chat is a service that is very worthwhile, mainly because it helps to optimize customer service both on the website and in attending to requests via email or social networks. Thanks to this part, no user will have to individually view the messages received on social networks, this platform will be able to collect all those messages and display them within the same panel so that you can attend to them more easily. I really loved the overall business with this platform, even though the integration process with this website was a bit confusing, we got something done quickly with our website and starting to see results, currently this platform is helping us talk about constant and stable way with our clients, each visitor to our website can access this Live Chat and contact us, we will receive a notification every time a client has a requirement, this notification is that they receive the application for mobile devices and for computers. I believe that this platform will continue to be used in this real estate company for much longer, since for us it is very important to meet the requirements that clients have when acquiring other services in real estate.

Positive: Zendesk Chat is being used in this real estate company as the main measure to meet the requirements of all clients, one of the first things that I loved about this platform is the system to configure the hours of attention during a Live Chat, the Chat that we have implemented the metro si te Web works wonderfully, this platform has provided us with an excellent Live Chat service, however, thanks to the schedule function, we have been able to configure when customers can contact us through that chat and when they can contact us through a form. This system is capable of knowing the Client's schedule when he is making a request, in this way it will transfer it to a form or to Live Chat, this helps us a lot to manage the hours of attention. Another of the things that I liked about this platform is that it has a divided inbox, in this way we can know how many requests we have received from our social networks, in addition, in another section of this panel we can check the inbox for the requirements via email, and we can also see the requirements through the form on our website, this platform and the panel that it offers us is very complete to manage each of the requirements that we receive through social networks, web pages and email.

Negative: One of the main problems that this platform has is when it comes to registering each of the agents that will be in charge of meeting the requirements of the clients, since it is a fairly complex process that requires time, you have to fully register each all the users who will be able to serve the requests, you will have to do this by registering each user individually. In addition, another of the negative things about this platform is the free trial period, it is important to highlight that this free trial is very accessible, any new user within the platform will be able to access it, without the need to use a credit card or debit card, however, the functions that are allowed to use within this free trial are quite limited, and the opening hours system cannot be used. I consider that this free trial should be much more optimal, offering much more time for the user can test the entire platform and offering more extensive limits on the available functions. In addition, another of the problems or difficulties that you do not have about this platform is that you cannot visualize the activity of the Chat that each person is having with a client, you cannot have a monitoring of the conversation between the client and the people who is attending, it is a negative factor since I would love to be able to visualize those conversations to know exactly if the customer is doing well, although those conversations are fully visible is when the customer service has completed correctly.

Summary: Zendesk is a very complete service when it comes to customer service, mainly because it offers immediate connectivity with each of the social networks, which helps you to be able to manage each of the messages you receive on your social networks, not you will have to check each inbox separately, this inbox will be unique, which will be able to receive each of the requests from all your social networks. This platform has really satisfied me, mainly because it has been easy to set up within our website, we have been able to link it very easily to be able to offer live customer service for all our clients. I consider that the free version should be much more optimal as I mentioned previously, however, the paid version is very complete, it offers quite professional functions to serve all customers in real time, at a very affordable price. The general platform is quite comfortable to use, you can manage each of the agents that are available to attend to various customer service tickets, in addition, you will be able to view the status of each of them, to know if they are busy attending to a requirement. I was fascinated with the effectiveness of this platform, I really hope that it continues to provide positive results for our real estate company.

Positive: Zendesk has become that main platform to be able to offer a correct customer service system for all our website visitors, in addition, this system also allows us to have all the requests that we receive by email. It is a very complete platform, it offers professional tools to serve all your clients in less time, it also offers you monitoring of the status of each request ticket. Next, I will mention the positive things that this platform has.

1.- One of the main things that I liked about this platform is that it has perfect connectivity with social networks, thus being able to group all the messages in the same inbox so that it is much easier for us to attend to each of the requirements. Grouping these social networks in the same inbox has been a great benefit, since I have been able to attend to all the requirements of our social networks in a much simpler way, without having to access them, just by having integrated them, I can answer messages or requirements.

2.- The second thing that I have loved about this platform is the ease with which I can access the Live Chat integrated into our website, live allows us to serve all customers or visitors to our website in a simple way and in real time, all the messages sent through this Chat are viewed by both parties in real time. I really love this Live Chat, since not enough can send us attachments, as well as being able to share links with us, it is important to note that this Live Chat also has a built-in form that you need to fill out to start using it.

3.- I have also loved the system to configure the hours of attention of the Live Chat, this system has allowed me to close the Live Chat during specific hours, as well as this Chat automatically opens during work hours. I love this system very much, since the Live Chat starts within my website instantly when our workday begins, and it closes automatically when the workday is not over. I really love this system very much, because in this way customers now and then can contact us through this Live Chat or when they have to contact us through an email form.

4.- The fourth thing that I liked in relation to this platform is that it allows me to create a customer service form that I can easily access my website, it is important to highlight that the platform offers me a wide variety of forms that I can easily insert through web code in my business page, All the forms that can be created within this platform have different designs, which platform offers you a wide variety of dishes that you can choose to give your form a greater tonality or optimized design. Within the same platform you will be able to configure what you want that form to carry, what information it needs to require from the client to be sent correctly.

5.- I also love that this platform offers me a much broader vision of the number of agents that are attending a specific case. In addition, it also works in real time for the management of each of the customer tickets, in this way I will be able to know in real time if a ticket or requirement is being attended to by one of our agents. This real-time display system has helped me a lot to organize the number of tickets that have been attended correctly and the number of tickets that still need to be attended to, it offers a real-time status of each ticket.

Negative: Zendesk is a fairly reliable platform, the vast majority of functions provided by this platform greatly favored customer service within our real estate company. I was really pleased with the live customer support features, however I will also mention a few negative things about this platform.

1.- Despite the fact that this platform offers a free version for new users, I consider that this version is quite limited with respect to the number of things it can offer the user, since it does not allow you to attend tickets simultaneously, you can attend a single ticket at the same time, in addition, it also does not allow you to use a complete Live Chat, since the Chat within the free version only allows you to send text, you cannot send attachments. I believe that this free version should be much more optimal, to allow new users to adapt to it and to be able to correctly test all the available functions.

2.- The version for mobile phones is not to my liking, mainly because it does not send notifications when a new request has been received within the Live Chat, compared to the desktop version that does send notifications and half back when we have received a new requirement within our Live Chat. I consider that this application should be much more optimal, they should also improve the visualization that it has for each one of the tickets, since I consider that it is very uncomfortable to read the information of each ticket within this application. I will continue to use the application for computers, since I consider it to be much more comfortable to work with.

3.- Within the version for mobile devices, immediate calls made by customers cannot be made either, that means that when the customer places the phone number in the form so that we can contact him directly, we will not be able to make that call through this application, since this function is not implemented. To counteract this, we've had to sign up for an international calling service, so we can call customers directly without using Zendesk.

Summary: Zendesk Chat has provided a very complete experience, since we started using this software for the first time in our company, customer service has been greatly benefited, since previously we only served customers through our email, each time we will receive more requirements in another inbox, so our main objective with this platform would be to meet the requirements much more easily, we need a platform that will help us receive those requirements and be able to attend to each one of them in real time from a Live chat, this platform met those requirements, it provided a very useful Chat when it allows us to exchange information and allows us to receive messages in real time. I am very grateful for the effectiveness that this platform has shown to improve customer service, in addition, I am also grateful to this platform because it has allowed us to improve customer satisfaction, every time a customer needs help from us We can serve you immediately.

Positive: Zendesk Chat has allowed our company's customer service to benefit, with the help of this platform we have been able to meet customer requirements in a timely manner, ensuring that customers do not have to wait additional time to meet their request. Currently, I consider that there are several positive things that need to be mentioned about this platform, such as, the real-time customer service works wonderfully, which I have not been able to serve customers through Live Chat enough complete, in which you can exchange all kinds of messages, files and much more, such as images, this Chat works in real time and allows all messages to be received and sent instantly, which helps communication to be seen benefited. I also liked that this platform is capable of displaying the tickets that are being attended to at a specific time, for example, if I access the platform in the afternoon, I can see which people are having a specific boutique, I can also see when that customer service has been for me, nothing successfully, and I can see the number of tickets that are pending to be attended. In addition, this platform has a perfect integration with our email service, with which all the emails we receive with new requirements are accounted for by the platform and you can attend to them from it.

Negative: One of the first problems that you do not have about this platform is regarding its configuration and integration with your company's website, if your main objective is to incorporate this Live Chat to your website, you must have the help of the support team for you to implement, as there are currently no instructions for setting up this Live Chat with your website. In addition, another negative thing about this platform is that it is not capable of assigning a specific tiger to an agent in an automated way, so if your main objective is to attend tickets quickly, you will have to have personalized agents to take care of them. assign a ticket to the other agents, in this way each one will be busy attending to a new requirement. Also, this platform should improve the Live Chat interface, despite the fact that this Chat is quite complete and allows real-time messaging, I think that the design should be much more complete, it should add a function so that the general design of the same, integrating templates that improve the design and make it more attractive.