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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

Luciana L.

Role: Consultant
Industry: Healthcare
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Oct 2021

Easy to use, but a bit pricey

Likeliness to Recommend

9 /10

What differentiates Zendesk Chat from other similar products?

Automations and the integrated ticket support system

What is your favorite aspect of this product?

Speed in customer service and automations

What do you dislike most about this product?

Customer service is not yet ideal

What recommendations would you give to someone considering this product?

Do an internal analysis with the service and IT

Pros

Continually Improving Product
Reliable
Enables Productivity
Trustworthy

Barbara H.

Role: Industry Specific Role
Industry: Other
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted May 2021

Fantastic Product

Likeliness to Recommend

9 /10

What differentiates Zendesk Chat from other similar products?

Zendesk Chat offers many options of communication like live chat and text messages.

What is your favorite aspect of this product?

It has streamlined our communication channels with our clients. I am able to send message instantly to my colleagues and receive feedback on time.

What do you dislike most about this product?

I have not experienced any negative performance challenge from this product.

What recommendations would you give to someone considering this product?

I highly recommend Zendesk Chat to any company for effective messaging and better communication.

Pros

Continually Improving Product
Efficient Service
Saves Time
Client Friendly Policies

Alex A.

Role: C-Level
Industry: Technology
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Mar 2021

Easy to use and implement.

Likeliness to Recommend

8 /10

What differentiates Zendesk Chat from other similar products?

It is a lot friendlier and has a much higher ease of entry for customers new to the product or the product space.

What is your favorite aspect of this product?

Ease of use and implementation, prospective employees tend to have already used it before.

What do you dislike most about this product?

Not as feature rich in some areas as other solutions

What recommendations would you give to someone considering this product?

Ensure you carefully identify your needs before deciding on a product or version of this particular product

Pros

Reliable
Performance Enhancing
Enables Productivity
Trustworthy

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

Luciana L.

Easy to use, but a bit pricey

Likeliness to Recommend

Pros

Barbara H.

Fantastic Product

Likeliness to Recommend

Pros

Alex A.

Easy to use and implement.

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