Zendesk Chat

Zendesk Chat

Live chat software for SMBs and Enterprises

4.5/5 (114 reviews)

Zendesk Chat Overview

What is Zendesk Chat?

Zendesk Chat, formerly Zopim, allows you to talk to visitors online in real-time. Zendesk Chat shows up as a chat bar docked at the bottom of your website. Visitors chat with you simply by clicking on the widget. Why use Zendesk Chat? A real customer-centric live chat tool that is loved by businesses around the world. Plenty of useful features : fully customizable chat widget, customized greetings, ability to set up operating hours, smart offline mode, chat transcripts, canned response, file transfer, etc. Full-fledged dashboard: real time visitor information, automatic translation and conversation search. Powerful triggers to initiate chats with a targeted group of visitors Organize your team of customer support representatives into departments 24/5 technical support from Zendesk Chat widget available in more than 54 languages. Other technical details: Work across major browsers ( Internet Explorer 6+, Firefox, Google Chrome, Opera, Safari). New HTML5 dashboard. REST API. Android, iOS application. Integration seamlessly with Salesforce, Zendesk Support and more.

Zendesk Chat Overview

Pricing

Starting from
N/A

Pricing options

Free Trial
Free
Subscription
Value for money

LITE PLAN: Comes absolutely free with 1 agent and 1 concurrent chat.

BASIC PLAN: $14 per agent/month, unlimited chats and other features.

ADVANCED PLAN: $25 per agent/month, unlimited chats and features.

PREMIUM PLAN: $55 per agent/ month, unlimited chats and features.

DISCOUNT:
20% for 1 year subscription
30% for 2 year subscription


Zendesk Chat Features

Devices
Business size
S M L
Markets
Asia, Australia, Brazil, Canada, China and 5 others, Europe, Germany, India, Japan, Latin America
Supported Languages
Arabic, Chinese (Simplified), Chinese (Traditional), Czech, Danish and 22 others, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Irish, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Taiwanese, Thai, Turkish, Ukrainian

Screenshots

Zendesk Chat screenshot: Zendesk Chat Dashboard Overview
Zendesk Chat screenshot: Zendesk Chat Dashboard Overview Zendesk Chat screenshot: Zendesk Chat - Visitor list Zendesk Chat screenshot: Agent's Chat Window View Zendesk Chat screenshot: Visitor's Chat Window View

Zendesk Chat Reviews

Zendesk Chat Reviews

Overall rating
4.5
/
5 114 reviews
Excellent
67

Very good
38

Average
8

Poor
0

Terrible
1

Value for Money
4.3
Features
4.4
Ease of Use
4.5
Customer Support
4.3
92% recommended this app
Justin B.

Has a Lot, but Surprised By What it Lacks

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.


Virginia B.

Increase your sales x3!


Elisa P.

Take care of your users in real time and increase sales

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


Rocky K.

Zendesk Chat (formerly Zopim) works good but ugh

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.


Andrew P.

Zendesk Chat LIVE at A Glance

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


Justin B.
Industry: Law Practice
Company size: 51-200 Employees

Has a Lot, but Surprised By What it Lacks

Used Daily for 1-5 months
Reviewed on 09/09/2019
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 7.0/10

Virginia B.
Industry: Information Technology & Services
Company size: 51-200 Employees

Increase your sales x3!

Used Daily for 1-5 months
Reviewed on 27/07/2018
Review Source: GetApp

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 9.0/10

Elisa P.
Industry: Packaging & Containers
Company size: 13-50 Employees

Take care of your users in real time and increase sales

Used Daily for 1+ year
Reviewed on 13/10/2018
Review Source: Capterra

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.

Rating breakdown

Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Rocky K.
Industry: E-Learning
Company size: 13-50 Employees

Zendesk Chat (formerly Zopim) works good but ugh

Used Daily for 2+ years
Reviewed on 20/03/2019
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 5.0/10

Andrew P.
Industry: Luxury Goods & Jewelry
Company size: 2-10 Employees

Zendesk Chat LIVE at A Glance

Used Daily for 1-5 months
Reviewed on 30/03/2019
Review Source: Capterra

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

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 7.0/10

User recommendation
8.5/10
Based on 114 user ratings
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Zendesk Chat Pricing

Zendesk Chat Pricing

Starting from
N/A
Free Trial
Free
Subscription
Value for money

LITE PLAN: Comes absolutely free with 1 agent and 1 concurrent chat.

BASIC PLAN: $14 per agent/month, unlimited chats and other features.

ADVANCED PLAN: $25 per agent/month, unlimited chats and features.

PREMIUM PLAN: $55 per agent/ month, unlimited chats and features.

DISCOUNT:
20% for 1 year subscription
30% for 2 year subscription

LITE PLAN: Comes absolutely free with 1 agent and 1 concurrent chat.

BASIC PLAN: $14 per agent/month, unlimited chats and other features.

ADVANCED PLAN: $25 per agent/month, unlimited chats and features.

PREMIUM PLAN: $55 per agent/ month, unlimited chats and features.

DISCOUNT:
20% for 1 year subscription
30% for 2 year subscription

Value for Money
4.3/5
Based on 114 user ratings
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Zendesk Chat Features

Zendesk Chat Features

API
Activity Dashboard
Automatic Notifications
CRM Integration
Chat
Contact History
Customisable Branding
Email Integration
Instant Messaging
Knowledge Base Management
Monitoring
Multi-Channel Communication
Prioritizing
Real Time Monitoring
Reporting & Statistics
Social Media Integration
Support Ticket Management
Surveys & Feedback
Third Party Integration
Workflow Management
Features
4.4/5
Based on 114 user ratings
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Categories

Videos and Tutorials

Videos and Tutorials

Additional information for Zendesk Chat

Additional information for Zendesk Chat

Key features of Zendesk Chat

  • Advanced analytics on chat agent's performance
  • Analytics of visitors such as countries, page they are on
  • Android, iOS application
  • Archive offline messages
  • Create different groups to organize customer support agents
  • Create shortcuts for repetitive response to visitors
  • Customizable chat windows to suit your branding
  • Export chat transcript for references or training purposes
  • File transfer during chat
  • Function with CMS (WordPress, Drupal, Joomla)
  • HTML5 dashboard to manage chats with different visitors
  • Hide chat window when offline
  • Integration with CRM (Zendesk, Salesforce, ZohoCRM)
  • Pre & post customer survey
  • REST API
  • Set up operating hours of chats
  • Sound and visual alerts for incoming chats
  • Transfer chat between agents
  • Translate more than 50 languages constantly during chat
  • Use smart triggers to initiate chats with visitors

Benefits

CONNECT WITH YOUR CUSTOMERS
Give your brand a voice and build meaningful relationships by talking to customers over live chat.

INCREASE YOUR SALES
Increase the chances of high value engagement and more sales by using proactive chat to automatically reach out to customers.

PROVIDE PERSONALIZED SERVICE
Your customers aren't clones. Use advanced analytics and visitor targeting to create a unique experience for each visitor.

Zendesk Chat FAQs

Zendesk Chat FAQs

Below are some frequently asked questions for Zendesk Chat.

Q. What type of pricing plans does Zendesk Chat offer?

Zendesk Chat offers the following pricing plans:

Pricing model: Free, Subscription

Free Trial: Available

LITE PLAN: Comes absolutely free with 1 agent and 1 concurrent chat. BASIC PLAN: $14 per agent/month, unlimited chats and other features. ADVANCED PLAN: $25 per agent/month, unlimited chats and features. PREMIUM PLAN: $55 per agent/ month, unlimited chats and features. DISCOUNT: 20% for 1 year subscription 30% for 2 year subscription

Q. What are the main features of Zendesk Chat?

Zendesk Chat offers the following features:

  • Advanced analytics on chat agent's performance
  • Analytics of visitors such as countries, page they are on
  • Android, iOS application
  • Archive offline messages
  • Create different groups to organize customer support agents
  • Create shortcuts for repetitive response to visitors
  • Customizable chat windows to suit your branding
  • Export chat transcript for references or training purposes
  • File transfer during chat
  • Function with CMS (WordPress, Drupal, Joomla)
  • HTML5 dashboard to manage chats with different visitors
  • Hide chat window when offline
  • Integration with CRM (Zendesk, Salesforce, ZohoCRM)
  • Pre & post customer survey
  • REST API
  • Set up operating hours of chats
  • Sound and visual alerts for incoming chats
  • Transfer chat between agents
  • Translate more than 50 languages constantly during chat
  • Use smart triggers to initiate chats with visitors

Q. Who are the typical users of Zendesk Chat?

Zendesk Chat has the following typical customers:

Freelancers, Large Enterprises, Mid Size Business, Non Profit, Public Administrations, Small Business

Q. What languages does Zendesk Chat support?

Zendesk Chat supports the following languages:

Arabic, Chinese (Simplified), Chinese (Traditional), Czech, Danish, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Irish, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Taiwanese, Thai, Turkish, Ukrainian

Q. What type of pricing plans does Zendesk Chat offer?

Zendesk Chat has the following pricing plans:

Free, Subscription

Q. Does Zendesk Chat support mobile devices?

Zendesk Chat supports the following devices:

Android, iPhone, iPad

Q. What other apps does Zendesk Chat integrate with?

Zendesk Chat integrates with the following applications:

Bitium, HubSpot Marketing, OSI Affiliate Software, SEOshop eCommerce, Snapforce, TalentLMS, Toonimo, Vision Helpdesk, Zendesk, Zoho CRM

Q. What level of support does Zendesk Chat offer?

Zendesk Chat offers the following support options:

FAQs, Forum, Knowledge Base, Online Support