What does Zendesk Chat do well? Zendesk analytics allow us to understand our customer satisfaction rating and report on chat volumes across various time frames. Zendesk connects with our product to allow us better visibility into our visitors path through our site to better service them and quickly understand their questions and rectify their issues. The chat functionality has seamless usability for our customers as well as our agents that are managing our chats. Interface is simple and easy to navigate, macros are convenient to use, and you're able to view how many customers are using the software/online as well as who's clicked on the chat button before they enter any information. Support tickets created within Zendesk support after a Zopim chat ends allows us to send transcripts to customers and follow up. Multiple chats at once.
What does Zendesk Chat not do well? Agent administration is severely lacking in Zopim. I would love for my agents to have different roles which give them access to some of the features and functionality, but not all of it. At this time it seems like they either have all or none. Although Zopim provides a vast array of options for its chat capabilities, only the elite plan has the ability to change every portion of its design. I wish that it wouldn't cost so much to access those premium features.
What do you wish you had known about Zendesk Chat before using? Zopim is suited best for small to mid-sized companies who are looking for a great functioning chat widget that is easy to set up and easy to use. If you are a larger company with many departments, you can use this system but I highly recommend going with the highest plan. I'm not sure if the cost is worth it, as we decided not to shell out that much money for it. We do wish we had some of the nicer features, but overall it's a great system that is easy to set up and easy to use.
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