A satisfactory tool for offering customer support

What are the best aspects of this product?

The great thing about Zendesk Live Chat is that it is a comprehensive software that addresses the problem of client communications on the web via a simple chat tool wherein customers can air their concerns. The possibility of creating a bot to automate communications is also wonderfully realized through this software. Zendesk Live Chat has also been greatly beneficial since agents can easily see information regarding the customer in real time to better address their issues. And on Zendesk Live Chat's dashboard, we can oversee customers as well as support staffs--we can modify user roles and permissions or designate them to another category or support level. On the same window, we can view chat histories including the images exchanged between support agents and customers, and the satisfaction rating given by clients.

What aspects are problematic or could work better?

Zendesk Live Chat's full capabilities can only be unlocked if you subscribe to the paid version. There is also an issue in loading the chat whenever one party, either the customer or the agent, has a bad internet connection.

What specific problems in your company were solved by this product?

Our business was on the hunt for a live support solution that we can embed in our web portal. During that time, we came across Zendesk Live Chat's trial version. We decided to give it a try and signed up for a license to access the full version. We are now using it across the board and we are extremely satisfied with its capabilities and the benefits it has offered.

Are you a current user of this product?

Yes