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Zendesk

Zendesk Chat

Composite Score

7.3 /10

CX Score

7.5 /10

42 Reviews Write a Review

What is Zendesk Chat?

Live chat and messaging create a personal connection with customers looking for support. It’s a fast and effective way to offer help—without interrupting their experience.

Company Details

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Zendesk Chat Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on Zendesk Chat.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

85 Likeliness to Recommend

2
Since last award

92 Plan to Renew

1
Since last award

80 Satisfaction of Cost Relative to Value

1
Since last award

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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+87 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love Zendesk Chat?

0% Negative

14% Neutral

86% Positive

Pros

Caring
Transparent
Unique Features
Includes Product Enhancements

Feature Ratings

Average 82

Knowledgebase

Multi-channel

Voice or Text Input

Translation

Leads Generation

Personalized Service

Scheduled Availability

Learning and Adaptability

Integration With CRM

Workflow Processing

Natural Language Processing

Vendor Capability Ratings

Average 80

Ease of Implementation

Business Value Created

Usability and Intuitiveness

Vendor Support

Quality of Features

Ease of Data Integration

Ease of IT Administration

Availability and Quality of Training

Breadth of Features

Ease of Customization

Product Strategy and Rate of Improvement

Zendesk Chat Reviews

Massimo D.

Role: Sales Marketing
Industry: Technology
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Jan 2022

Great support Tool!

Likeliness to Recommend

10 /10

What differentiates Zendesk Chat from other similar products?

If this tool is one of the top on the market, has to be very good reasons! Simply great tool

What is your favorite aspect of this product?

It's enjoyable to use, you can use at all level of knowledge and it is very efficient

What do you dislike most about this product?

Honestly I didn't find any negative aspect until now

What recommendations would you give to someone considering this product?

Zendesk is leader in this segment, so no reason to shopping around, if you ask me, the response is easy, Zendesk

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Dean N.

Role: Sales Marketing
Industry: Food and Beverage
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Dec 2021

Zendesk Chat Review 4*

Likeliness to Recommend

7 /10

What differentiates Zendesk Chat from other similar products?

Amazing tool to connect effectively and efficiently with our customers as well as creating macros Easy to use and provides quick service to prospect clients

What is your favorite aspect of this product?

easy to use service.

What do you dislike most about this product?

the cost of the support.

What recommendations would you give to someone considering this product?

User friendly for employees who use the platform to chat with customers, very easy to use.

Pros

Reliable
Enables Productivity
Respectful
Client's Interest First

Cons

Less Efficient Service
Less Effective Service
Wastes Time

Joe W.

Role: Sales Marketing
Industry: Technology
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Nov 2021

Good product, but plenty out there cheaper.

Likeliness to Recommend

8 /10

What differentiates Zendesk Chat from other similar products?

The user interface is extremely easy to use which is very helpful. Also they provide support that get back to you in super quick time, you are likely only going to have to wait 5 minutes.

What is your favorite aspect of this product?

Prior to using Zopim, we did not offer any form of live chat service. Some people do not like picking up the phone and so in the modern world, I think it is essential to have a live chat on your website. Zendesk is an amazing tool to connect effectively and efficiently with our customers.

What do you dislike most about this product?

Zendesk is quite expensive for smaller sized businesses and start-ups, especially when there are so many really good 'free' products out there on the market.

What recommendations would you give to someone considering this product?

Zendesk chat is well suited for mid-sized and large firms who want to provide chat support to their clients and prospects in generating more sales and solving clients issues. If you are in a small sized business, I would recommend looking elsewhere.

Pros

Performance Enhancing
Appreciates Incumbent Status
Reliable
Enables Productivity

How We Deliver

Events

Zendesk Chat

What is Zendesk Chat?

Company Details

Need Assistance?

Awards & Recognition

Zendesk Chat Ratings

85 Likeliness to Recommend

2 Since last award

92 Plan to Renew

1 Since last award

80 Satisfaction of Cost Relative to Value

1 Since last award

Emotional Footprint Overview

+87 Net Emotional Footprint

How much do users love Zendesk Chat?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Knowledgebase Allows users to create knowledgebase articles, metadata tags, creation data and author's name

Multi-channel Supports live chat, mobile app, powerbot and messenger

Voice or Text Input Chatbot interaction through audible (voice) or text (keyboard) input.

Translation Supports automatic translate to multiple languages.

Leads Generation The chatbot can take its interaction as input as a possible new sales lead, for follow-up by an organization’s business development office.

Personalized Service In conjunction with CRM integration, or through the use of browser cookies, the chatbot can be configured to deliver a more personalized service to the client.

Scheduled Availability The ability to schedule when the chatbot will be available, if its role is to augment a service desk on an after hours basis.

Learning and Adaptability The chatbot should have the ability to learn the characteristics of the human with whom it is interacting. This can include speech nuances.

Integration With CRM The chatbot’s integration with the organization’s CRM would allow for customer information to be queried, once the customer’s identity has been verified.

Workflow Processing By leveraging the chatbot’s AI capabilities, the intelligent routing of data across an organization, based on pre-defined parameters of a workflow.

Natural Language Processing Allows chatbot to “understand” voice/text inputs relayed by a human in conversational vernacular, and be able to process & relay feedback in natural speech.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Zendesk Chat Reviews

Massimo D.

Great support Tool!

Likeliness to Recommend

Pros

Dean N.

Zendesk Chat Review 4*

Likeliness to Recommend

Pros

Cons

Joe W.

Good product, but plenty out there cheaper.

Likeliness to Recommend

Pros

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Feature Ratings

Knowledgebase

Multi-channel

Voice or Text Input

Translation

Leads Generation

Personalized Service

Scheduled Availability

Learning and Adaptability

Integration With CRM

Workflow Processing

Natural Language Processing

Vendor Capability Ratings

Ease of Implementation

Business Value Created

Usability and Intuitiveness

Vendor Support

Quality of Features

Ease of Data Integration

Ease of IT Administration

Availability and Quality of Training

Breadth of Features

Ease of Customization

Product Strategy and Rate of Improvement