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Zendesk Chat Review

Zendesk Chat
Our score: 8.5 User satisfaction: 100%

What is Zendesk Chat?

Zendesk Chat is a live chat and communication widget designed for companies looking to become more competitive. This app was previously known as Zopim Live Chat. With an array of handy chat functionalities, and  a premium, personalized environment for boosting customer loyalty, Zendesk Chat has become one of the rare systems that genuinely understand customer behavior, and use relationships to extract intelligent practices for better decision-making.

The best part about it is that Zendesk Chat has preserved most of Zopim’s flexible pricing scheme, and remained in such way accessible by small and startup users. The Lite version of this system is free for individuals and single agents, while transition to a paid plan is made painless, varying between $11.20 for lean teams using the Basic Plan and $20 for already established teams using the Advanced plan.

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Overview of Zendesk Chat Benefits

Zendesk Chat (or Zopim) is the perfect tool to engage customers and interact with them in real time, which will also help your branding strategies being reminiscent of social apps customers like to use. One thing Zendesk will certainly make easy is automating chats and making sure customers know you’re there long before they’ve arrived to their first question.

The platform, however, is not all about sending friendly messages and receiving instant feedback. You can also trigger it to monitor visitors and make behavior records that will help you engage the right leads. Many companies of today rely on Zendesk Chat to determine who are the customers likely to buy or to ask for assistance, and that’s all thanks to the metrics this platform can follow. Among other things, Zendesk Chat tracks customer satisfaction levels, problem resolution progress, and performance per agents and teams, and does so on a reasonable price.

On top of that, Zendesk Chat is a fully scalable and customizable solution, praised particularly by sales team looking to nurture leads in a personalized way. They record lower cart abandonment, increased order values, and building quality customer loyalty programs after implementing Zendesk Chat. What they also appreciate about this platform is the ability to associate it with popular ecommerce solutions such as Shopify, Magento, and Tictail.

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Overview of Zendesk Chat Features

  • Appearance customization
  • Chat client (that customers use)
  • Chat agent console / use of instant messengers (IM)
  • Proactive chats & Triggers
  • Offline mode
  • Shortcuts / canned messages
  • Create chat protocols
  • Tracking & live analytics
  • Internationalization

Zendesk Chat Position In Our Categories

Keeping in mind businesses have their own business requirements, it is only practical that they steer clear of purchasing a one-size-fits-all, ”best” business application. Nevertheless, it is nearly futile to chance on such an app even among recognizable software products. The better thing to do is to spell out the numerous important functions which need inspection like major features, packages, technical skill capability of staff, organizational size, etc. Thereafter, you must conduct the product research systematically. Browse over some of these Zendesk Chat analyses and explore each of the software products in your list more closely. Such all-encompassing research ascertains you steer clear of unsuitable software products and select the system that offers all the tools your business requires for optimal results.

Position of Zendesk Chat in our main categories:

TOP 100

Zendesk Chat is one of the top 100 Customer Support Software products

It's important to note that virtually no service in the Customer Support Software category will be an ideal solution that can meet all the needs of different business types, sizes and industries. It may be a good idea to read a few Zendesk Chat Customer Support Software reviews first as specific services may dominate only in a really narrow set of applications or be designed with a very specific type of industry in mind. Others may work with a goal of being easy and intuitive and therefore lack advanced elements desired by more experienced users. There are also solutions that cater to a wide group of customers and offer a rich feature set, but that in most cases comes at a more significant price of such a service. Make sure you're aware of your requirements so that you select a software that provides exactly the elements you look for.

How Much Does Zendesk Chat Cost?

Zendesk Chat Pricing Plans:

Free Trial

Suite Team

$49/agent/month billed annually

Suite Growth

$79/agent/month billed annually

Suite Professional

$99/agent/month billed annually

Suite Enterprise

$150/agent/month billed annually

Additional enterprise-ready plans

from $215/agent/month billed annually

Foundational Support Only

Starting at $19/month

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What are Zendesk Chat pricing details?

Zendesk Chat Pricing Plans:

Free Trial

Suite Team

$49/agent/month billed annually

Suite Growth

$79/agent/month billed annually

Suite Professional

$99/agent/month billed annually

Suite Enterprise

$150/agent/month billed annually

Additional enterprise-ready plans

from $215/agent/month billed annually

Foundational Support Only

Starting at $19/month

Zendesk offers Chat as an add-on if purchasing support only, but they also come included in the Zendesk Suite.

Zendesk Support

Foundational Support Only –Starting at $19/month

Plans for Everyone

Suite Team – $49/agent/month (billed annually)

  • Industry-leading ticketing system
  • Messaging across web, mobile and social
  • Email, voice, SMS, and live chat support
  • Help center – SINGLE
  • Easy-to-set up automations & workflows
  • AI-powered automated answers – UP TO 50
  • Unified agent workspace
  • Routing based on agent status and capacity
  • Reporting and analytics – PREBUILT
  • Data and file storage – STANDARD
  • 1,000+ apps and integrations – PREBUILT
  • Robust APIs – STANDARD RATE LIMIT
  • Online support from the Zendesk team
  • Onboarding and adoption guidance

Suite Growth –$79/agent/month (billed annually)

  • All Suite Team features, plus:
  • Multilingual content
  • CSAT surveys
  • Custom reports & dashboard

Suite Professional – $99/agent/month (billed annually)

  • All Suite Growth features, plus:
  • Live agent activity dashboard – VIEWABLE
  • Integrated community forums
  • Private conversation threads
  • Customizable and shareable dashboards
  • Advanced voice capabilities
  • Data Location Options
  • HIPAA compliance
  • Events Connector for Amazon Web Services

Plans for Enterprises

Suite Enterprise – $150/agent/month (billed annually)

  • All the core elements needed for excellent customer support, plus
  • Custom team roles and permissions
  • Advanced knowledge management
  • Customizable agent workspaces
  • Customizable branding for web conversations
  • Light access licenses – UP TO 1000
  • Live data and external dashboard sharing
  • Live agent activity dashboard – Customizable, agent capacity, plus live agent status drill-in
  • Sandbox environment for change management
  • Robust APIs – ENTERPRISE RATE LIMIT
  • AI-powered triage and conversation insights – RETAIL ONLY

Additional enterprise-ready plans – from $215/agent/month (billed annually)

  • Talk to Sales for further details

User Satisfaction

Positive Social Media Mentions 11
Negative Social Media Mentions 0

We know that when you make a decision to purchase a Customer Support Software it’s important not only to learn how professionals score it in their reviews, but also to check if the actual users and businesses that purchased these solutions are actually satisfied with the service. Because of that need we’ve devised our behavior-based Customer Satisfaction Algorithm™ that gathers customer reviews, comments and Zendesk Chat reviews across a vast range of social media sites. The data is then presented in a simple to understand way showing how many customers had positive and negative experience with Zendesk Chat. With that information at hand you should be equipped to make an informed purchasing decision that you won’t regret.

Video

Technical details

Devices Supported

  • Windows
  • Android
  • iPhone/iPad
  • Mac
  • Web-based

Deployment

  • Cloud Hosted

Language Support

  • English

Pricing Model

  • Free
  • Monthly payment
  • Annual Subscription

Customer Types

  • Small Business
  • Large Enterprises
  • Medium Business
  • Freelancers

What Support Does This Vendor Offer?

  • email
  • phone
  • live support
  • training
  • tickets

What integrations are available for Zendesk Chat?

Zendesk Chat supports integration with the following business systems and applications:

  • Zendesk
  • Google Analytics
  • Salesforce
  • Highrise
  • Magento
  • Shopify
  • Tictail
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Louie Andre

By Louie Andre

B2B & SaaS market analyst and senior writer for FinancesOnline. He is most interested in project management solutions, believing all businesses are a work in progress. From pitch deck to exit strategy, he is no stranger to project business hiccups and essentials. He has been involved in a few internet startups including a digital route planner for a triple A affiliate. His advice to vendors and users alike? "Think of benefits, not features."

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