Zendesk Chat Reviews

User Rating

4.5/5 (Based on 432 Ratings)

Rating Distribution

Excellent
60.6%
Very Good
31.3%
Average
4.9%
Poor
1.9%
Terrible
1.4%

User Sentiments

Ease of Use, Real-time customer communication, Efficient customer support ticket management, Extensive integrations

Limited Customization, Occasional Software Glitches, Inconsistent Mobile App Performance, Unintuitive Trigger Functionality

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Review Summary

Zendesk Chat, a popular customer service platform, garners mixed reviews across platforms. Users praise its ease of use, customizable features, and integration capabilities. However, some users express dissatisfaction with its pricing structure, occasional technical glitches, and limited reporting options. While users appreciate the platform's user-friendly interface and comprehensive features, they also highlight the need for improved reporting capabilities and more affordable pricing plans.

Pros

Userfriendly interface: Easy navigation and intuitive design enhance the user experience.
Seamless integration: Smoothly connects with existing systems, streamlining workflows and improving productivity.

Cons

Occasional glitches: Users have reported instances of intermittent technical issues, affecting service reliability.
Limited customization: Some users find the customization options to be restrictive, hindering the tailoring of the tool to specific needs.

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Reviews

Administrator in Computer Hardware

December 4, 2019 Source: G2.com

"Total Business Game Changer"

What do you like best?

Zopim Chat, I used to also use this remotely from my mobile phone. You can have a notification noise or desktop pop up to warn you of a customer on your website.

What do you dislike?

The Green Colour, but other than that it was a pleasure to use.

Recommendations to others considering the product:

Definitely worth investing in for your business no matter how large or small. People expect service when they go on your website. Move with the times and get Zendesk.

What problems are you solving with the product? What benefits have you realized?

A huge rage of customer requests.

Maria C

November 29, 2019 Source: G2.com

"Low cost for I.T Support"

What do you like best?

Low cost and theire is a free version,Live training, Geo Targeting

What do you dislike?

The downside is there isnt an ability to do screen sharing sometimes thats important when troubleshooting to help better understand the problem

What problems are you solving with the product? What benefits have you realized?

The ability to save customer churn by making achat feature available for evberyone to get guidance

User in Retail

November 11, 2019 Source: G2.com

"Easy and quick internal chat"

What do you like best?

Can quickly see who is available for chat and instantly receive a reply

What do you dislike?

Accuracy of online status for available chat is sometimes wrong

What problems are you solving with the product? What benefits have you realized?

Quick questions can be easily resolved without leaving your desk and while still working on a project

User in Information Technology and Services

October 27, 2019 Source: G2.com

"Good for online chat"

What do you like best?

Good for online chat...easy to install & use...

What do you dislike?

There is nothing to dislike about zendesk chat...

What problems are you solving with the product? What benefits have you realized?

Using on our website...

Consultant in Transportation/Trucking/Railroad

October 23, 2019 Source: G2.com

"Best live chat ever for business "

What do you like best?

M using zendesk for my websites it’s helpful

What do you dislike?

I think not negative thing in zendesk I was using that many years

Recommendations to others considering the product:

People using zendesk free live that pack

What problems are you solving with the product? What benefits have you realized?

Using zendesk I got more lead from my money sites

User in Higher Education

October 22, 2019 Source: G2.com

"customer friendly"

What do you like best?

i'ts easy to assign roles and manage and easy to use for both agents, admins, and customers.

What do you dislike?

it completely not useful when integrated with knowledgebase.

What problems are you solving with the product? What benefits have you realized?

customer interaction.

Brogan D

October 22, 2019 Source: G2.com

"Zendesk is very helpful and reliable!"

What do you like best?

I like Zendesk Chat's speed and the ease of monitoring chat activity using it.

What do you dislike?

Sometimes there are service outages and that can be frustrating, but I don't think that's really anything Zendesk can do anything about. They are prompt in communicating what's happening and also making sure it's fixed.

What problems are you solving with the product? What benefits have you realized?

We're solving the problem of chatting with our customers - this is another channel where they can easily reach us. We've realized that customers enjoy chatting with us and we tend to get higher customer satisfaction from chat than with other channels of communication.

User in Electrical/Electronic Manufacturing

October 19, 2019 Source: G2.com

"Efficient Chat System"

What do you like best?

I love the layout of Zendesk chat! It can be accessed right within Zendesk itself, prompts you with notifications, and you can handle multiple chats all in one widget. You can see what other agents are online, transfer, etc. A lot of options to personalize this feature!

What do you dislike?

I can't think of anything. If I had to make something up, I would like to personalize the chat with a range of background colors to make it my own :)

What problems are you solving with the product? What benefits have you realized?

You can produce quality while perfecting quantity at the same time!!! It is an easy workflow, we've never experienced errors, and gives you so many options to help your team work better together.

User in Health, Wellness and Fitness

October 8, 2019 Source: G2.com

"I love Zendesk!"

What do you like best?

I love that each interaction is recorded in case you ever have to go back and pull up proof of a conversation.

What do you dislike?

Tickets sometimes bounce to other users that may have assisted on the ticket instead of the person who solved the issue.

Recommendations to others considering the product:

If you're looking for a software that allows you to solve user issues in real-time, Zendesk is it.

What problems are you solving with the product? What benefits have you realized?

Sometimes there are disconnections. Chats from different countries appear when I should only receive US chats.

User in Entertainment

October 1, 2019 Source: G2.com

"Zendesk is a great tool for customer service!"

What do you like best?

The platform is extremely customizable in terms of letting you choose a template or fine-tune the design to your liking. While our marketing manager used this feature more, Zendesk offers helpful in-platform analytics. As the customer service manager, you can easily see how your agents are performing and what pages visitors are on before they reach out to you. You can also track chat logs and data over time.

What do you dislike?

A free version of Zopim is available, which is how we started using Zopim and Zendesk originally. However, it can be very restrictive in terms of what you can and cannot do. For example, by default, the free version shows a “We are Offline” image when the chat is unattended. Due to this, customers get the idea that they can’t get in touch with your support team. The paid plans allow you to hide this option, as well as make other changes to the way your chat appears.

What problems are you solving with the product? What benefits have you realized?

As the customer service manager, Zendesk was an amazing tool at helping us track issues with our customers as well as the progress of our agents. I started using this when it was Zopim and Zendesk separately and have always been impressed with the ease of use.

Zendesk Chat Reviews

User Rating

Rating Distribution

User Sentiments

Do You Use Zendesk Chat?

Review Summary

Pros

Cons

Administrator in Computer Hardware

What do you like best?

What do you dislike?

Recommendations to others considering the product:

What problems are you solving with the product? What benefits have you realized?

Maria C

What do you like best?

What do you dislike?

What problems are you solving with the product? What benefits have you realized?

User in Retail

What do you like best?

What do you dislike?

What problems are you solving with the product? What benefits have you realized?

User in Information Technology and Services

What do you like best?

What do you dislike?

What problems are you solving with the product? What benefits have you realized?

Consultant in Transportation/Trucking/Railroad

What do you like best?

What do you dislike?

Recommendations to others considering the product:

What problems are you solving with the product? What benefits have you realized?

User in Higher Education

What do you like best?

What do you dislike?

What problems are you solving with the product? What benefits have you realized?

Brogan D

What do you like best?

What do you dislike?

What problems are you solving with the product? What benefits have you realized?

User in Electrical/Electronic Manufacturing

What do you like best?

What do you dislike?

What problems are you solving with the product? What benefits have you realized?

User in Health, Wellness and Fitness

What do you like best?

What do you dislike?

Recommendations to others considering the product:

What problems are you solving with the product? What benefits have you realized?

User in Entertainment

What do you like best?

What do you dislike?

What problems are you solving with the product? What benefits have you realized?

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