Who Uses This Software?

Zendesk Chat has 4 plans that are suitable to businesses from SMBs to Enterprises.

Average Ratings

113 reviews
  • Overall 4.5 / 5
  • Ease of Use 4.5 / 5
  • Customer Service 4.5 / 5
  • Features 4.5 / 5
  • Value for Money 4.5 / 5

Product Details

  • Starting Price US$14.00/month
  • Pricing Details For yearly pricing, please chat with us on our website
  • Free Version Yes
  • Free Trial Yes
  • Deployment Cloud, SaaS, Web
  • Training Documentation
  • Support Business Hours
    Online

Vendor Details

  • Zendesk
  • https://www.zendesk.com
  • Founded 2007

About Zendesk Chat

Zendesk Chat can scale with your business. Our software is designed for medium-sized businesses to large enterprises. What you can do with Zendesk Chat? Know what your visitors are looking at. See which product page they are currently viewing. Let customers reach you directly. You can also proactively click on them to start a chat. Reply to chats online or offline via any browser, or our iOS or Android apps. Chat with us on our website or contact our Sales team for more information.

Zendesk Chat Features

  • Canned Responses
  • Customisable Branding
  • Geo Targeting
  • Offline Form
  • Proactive Chat
  • Screen Sharing
  • Third Party Integration
  • Transfers/Routing
  • Website Visitor Tracking

Zendesk Chat Most Helpful Reviews

Has a Lot, but Surprised By What it Lacks

Reviewed on 9/9/2019
Justin B.
Digital Marketing Specialist
Law Practice, 51-200 Employees
Used the Software for: 1-5 months
Reviewer Source 
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend:
Not Likely Extremely Likely

Comments: Their customer service is wonderful and they'll bend over backwards for you, but the options I found that were absent (at even the highest, most expensive levels) really made me disappointed. They are able to track UTM codes which is great if you're using Google Analytics, but if this isn't a concern of yours, I highly recommend searching for a more affordable alternative with more customization. They're out there.

Pros: The implementation is incredibly easy, and there are multiple installation tutorials available online for users. However, tutorials for anything beyond basic set-up and basic customization of the chat button are hard to find, and you have to go up several levels of help to get solid answers if you're really looking to customize it for your operators.

Cons: The absence of common-sense features I had gotten used to from our previous platform. Options such as "Round Robin" routing are not available unless you go for the high-money level usage, and options like having the platform automatically switch the operator to "away" whenever their computer was locked or on screensaver were absent. Their auto-idle kicked in if their window was idle, even if the user was still using the computer, which makes it frustrating and pointless.

Increase your sales x3!

Reviewed on 27/7/2018
Virginia B.
Communications Manager
Information Technology & Services, 51-200 Employees
Used the Software for: 1-5 months
Reviewer Source 
Source: GetApp
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend:
Not Likely Extremely Likely

Pros: If you’re looking to increase customer satisfaction, customer engagement, and or increase sales conversion rates, Zendesk Chat is the perfect solution for you. Aside from the wonderful customer support, this application can greatly help your sales and marketing team gain a better understanding for what is providing the most traffic, your visitor’s interest, what they aren’t interested in, and gain more insight into which of your sales and marketing initiatives are working. If you want to succeed in today’s market, it’s paramount you have a streamline for how your organization handles incoming sales and lead generation. The ability to chat in real-time is easier on both, your web visitors and sales teams; according to Zendesk, adding the chat feature to your website can provide up to 3x more in sales than traditional cold calling and sales emails (which most of us probably hate receiving…) PROS
This platform has helped us reach more customers without all the same busywork that goes into having to create, beautifully crafted sales emails that often reside in spam folders or get deleted at a speedy rate. Not only does Zendesk’s chat allow you to interact with customers in-real time, it provides more visibility into the needs of your visitors; with the ability to see which pages your visitors are on and can customize each chat to directly suite each visitor. I would highly recommend Zendesk’s team plan for small sized businesses; which only costs a minimum fee /month, per agent. Small-sized businesses often have one person simultaneously managing customer support duties, sales duties, marketing duties, or some mix of the sort (time is of the essence); Zendesk will help ease your responsibilities so you can focus on more important matters. With the ability to manage chats directly with in the online platform and/or the mobile app you have more opportunities to engage with potential clients and keep them from falling through the cracks. The features this application provides are intuitive and helpful for multitasking; the lite plan provides two trigger signals you can set up to notify you when someone enters or exits your website and/or you can turn your chat to offline so visitors can still contact you when you’re away and notify them you will be in touch shortly. The option to file share and create/save templated responses, within the chat, aids customer satisfaction and saves times from having to leave the platform to send an email, call, etc.
Side note: Because our company uses third party called Lead Liaison to track our web visitors we decided to purchase a subscription for the team plan. I would recommend the same to others who already have other resources in place for visitor tracking; if you don’t have visitor tracking in place the professional plan may be the more beneficial route for you.

Cons: Zendesk’s features for conversion analytics and tracking rates are not included in either the lite or team plan. This is one of its downfalls. However, if you are using another third party for visitor tracking (to see how often visitors make a purchase, sign up for downloads, webinars, and/or newsletters, etc.) you most likely already have those statistics available to you. I would recommend the professional plan over the lite plan for those interested in using this platform to measure or compare performance across multiple agents; the professional plan presents more, in-depth data regarding customer service and/or meeting specific sales goals/objectives. I hope in the future Zendesk will incorporate an unlimited amount of history recognition so that you can look back at past conversations with returning customers, etc.

Take care of your users in real time and increase sales

Reviewed on 13/10/2018
Elisa P.
Marketing Assistant
Packaging & Containers, 13-50 Employees
Used the Software for: 1+ year
Reviewer Source 
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
Value for Money
Likelihood to Recommend:
Not Likely Extremely Likely

Comments: Successful experience. Zendesk Chat is my daily ally to provide proper aid to our visitors

Pros: Zendesk chat is a valuable tool for help desk. It allows providing information and support to your users in real-time. You can constantly monitor your visitors seeing the active ones, the idle ones and also the ones who opened the live chat tool. You may also see their referrals. By opening the panels of users visiting your sites you get many information about the pages they are on and all the ones they have seen. You may also viwe their IP, the browser they are using, their location and other useful information about their devices. Each visitor has thier history. If you already had contact with someone you can easily check your conversation history seeing the agent and the transcriptions. The conversation could be sent via email. During a conversation you may share attachment with the users and request a rating for your support. You can create and save standard answers (shortcuts) that can be quickly recalled while writing in the editor. You can also set up specific triggers to notify users activities. With some plans you have specific insights to compare performance across multiple agents.

Cons: Some useful features are only available for the professional plan (tracking visitors and conversion analytics). If you have other third party to monitor them, you will be fully satisfied by the other plans.

Zendesk Chat (formerly Zopim) works good but ugh

Reviewed on 20/3/2019
Rocky K.
Course Building Technologist and Business Coach on the Education Team
E-Learning, 13-50 Employees
Used the Software for: 2+ years
Reviewer Source 
4/5
Overall
2 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend:
Not Likely Extremely Likely

Comments: If you're using it for one single landing page or a very specific purpose, Zendesk chat is great for that. But if you want a chat software that does a lot of different things - like customer support on one page, sales on another, and tech help on another -- it's really hard to do without a developer. At the price we are paying, Zendesk chat is becoming long in the tooth. And we're still waiting on another chat software to change our minds.

Pros: It's easy to deploy, and very easy to get up and running. I've gotten my non-tech team to set their own automated messages without having to guide them. Once you're in their dashboard to chat with leads/customers, it's really easy to manage.

Cons: Like regular Zendesk's Helpdesk software, the backend UX is so outdated. There's options within options. You can jump around to many different settings to find the one option you were looking for tucked away somewhere else. I also dislike a lot of their conditional logic. It's confusing. I also don't like that if I wanted to have a bunch of different chat types, I'll can't set that up easily without writing custom code to set that up. It has that option, but only if you're a developer.

Zendesk Chat LIVE at A Glance

Reviewed on 30/3/2019
Andrew P.
Co. founder , photographer, mixaoligist
Luxury Goods & Jewelry, 2-10 Employees
Used the Software for: 1-5 months
Reviewer Source 
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend:
Not Likely Extremely Likely

Comments: I have realized after using Zendesk Chat that there was a lot of things and good opportunity's I had missed by not knowing the information that Zendesk Chat provides. I feel more confident in my business and I am making my costumers happier by understanding there needs faster an being able to provide the best possible service I can for my clients

Pros: I love the fact that when you first get it installed the program offers a free 14 day pro trial, and after the trials over It goes back to a free version. Zendesk Chat dose very well in teaching you how to chat right away so you don't miss out on any possible contacts /sales and as the tutorial is quite brief but effective . the look of the Zendesk chat is crisp and quite clean with everything you need right there in front of you with options to check website visitors, look at analytics, real-time monitoring, check the history or manage your team settings. When someone sends a request the dashboard will alert you and giving you critical info immediately e.g. the number of past chats you've had, the browser and operating system of the visitor & the visitor’s location, ,when it’s a returning customer , and time spent on the site. so you have everything you need to stay on top of your game & just in cast there is no one alive is able to answer, it will send a automated apology is sent to the person. What gives it the extra sugar on top is that it is very reasonably priced for all the features it offers & the help it provides is outstanding.

Cons: the only con I can think of that this application may have is its lack of integration to other programs beyond Zendesk

Read More Reviews