Zendesk Chat

Zendesk Chat

Live chat software for SMBs and Enterprises

4.5/5 (109 Bewertungen)

Zendesk Chat Übersicht

Zendesk Chat, formerly Zopim, allows you to talk to visitors online in real-time. Zendesk Chat shows up as a chat bar docked at the bottom of your website. Visitors chat with you simply by clicking on the widget.

Why use Zendesk Chat?
A real customer-centric live chat tool that is loved by businesses around the world.
Plenty of useful features : fully customizable chat widget, customized greetings, ability to set up operating hours, smart offline mode, chat transcripts, canned response, file transfer, etc.
Full-fledged dashboard: real time visitor information, automatic translation and conversation search.
Powerful triggers to initiate chats with a targeted group of visitors
Organize your team of customer support representatives into departments
24/5 technical support from Zendesk
Chat widget available in more than 54 languages.

Other technical details:
Work across major browsers ( Internet Explorer 6+, Firefox, Google Chrome, Opera, Safari).
New HTML5 dashboard.
REST API.
Android, iOS application.
Integration seamlessly with Salesforce, Zendesk Support and more.

Preis

Beginnt ab
N/A
Preisoptionen
Kostenlose Testversion
Kostenlos
Abonnement
Preis-Leistungs-Verhältnis

Geräte

Unternehmensgröße

K
M
G

Märkte

Asien, Australien, Brasilien, Kanada, China und 5 weitere , Europa, Deutschland, Indien, Japan, Lateinamerika

Unterstützte Sprachen

Arabisch, Chinesisch (vereinfacht), Chinesisch (traditionell), Tschechisch, Dänisch und 22 weitere , Niederländisch, Englisch, Finnisch, Französisch, Deutsch, Hebräisch, Ungarisch, Indonesisch, Irisch, Italienisch, Japanisch, Koreanisch, Norwegisch, Polnisch, Portugiesisch, Russisch, Spanisch, Schwedisch, Taiwanisch, Thai, Türkisch, Ukrainisch

Zendesk Chat Bewertungen

Gesamtbewertung
4.5/5
91% Positive Bewertungen
63
Ausgezeichnet
36
Sehr gut
9
Durchschnitt
0
Gering
1
Schlecht
Virginia B.
Mit Google übersetzen

Increase your sales x3!

Täglich für 1-5 Monate genutzt
Bewertet am 27.7.2018
Quelle der Bewertung: GetApp

Vorteile

If you’re looking to increase customer satisfaction, customer engagement, and or increase sales conversion rates, Zendesk Chat is the perfect solution for you. Aside from the wonderful customer support, this application can greatly help your sales and marketing team gain a better understanding for what is providing the most traffic, your visitor’s interest, what they aren’t interested in, and gain more insight into which of your sales and marketing initiatives are working. If you want to succeed in today’s market, it’s paramount you have a streamline for how your organization handles incoming sales and lead generation. The ability to chat in real-time is easier on both, your web visitors and sales teams; according to Zendesk, adding the chat feature to your website can provide up to 3x more in sales than traditional cold calling and sales emails (which most of us probably hate receiving…)

PROS
This platform has helped us reach more customers without all the same busywork that goes into having to create, beautifully crafted sales emails that often reside in spam folders or get deleted at a speedy rate. Not only does Zendesk’s chat allow you to interact with customers in-real time, it provides more visibility into the needs of your visitors; with the ability to see which pages your visitors are on and can customize each chat to directly suite each visitor. I would highly recommend Zendesk’s team plan for small sized businesses; which only costs a minimum fee /month, per agent. Small-sized businesses often have one person simultaneously managing customer support duties, sales duties, marketing duties, or some mix of the sort (time is of the essence); Zendesk will help ease your responsibilities so you can focus on more important matters. With the ability to manage chats directly with in the online platform and/or the mobile app you have more opportunities to engage with potential clients and keep them from falling through the cracks. The features this application provides are intuitive and helpful for multitasking; the lite plan provides two trigger signals you can set up to notify you when someone enters or exits your website and/or you can turn your chat to offline so visitors can still contact you when you’re away and notify them you will be in touch shortly. The option to file share and create/save templated responses, within the chat, aids customer satisfaction and saves times from having to leave the platform to send an email, call, etc.

Side note: Because our company uses third party called Lead Liaison to track our web visitors we decided to purchase a subscription for the team plan. I would recommend the same to others who already have other resources in place for visitor tracking; if you don’t have visitor tracking in place the professional plan may be the more beneficial route for you.

Nachteile

Zendesk’s features for conversion analytics and tracking rates are not included in either the lite or team plan. This is one of its downfalls. However, if you are using another third party for visitor tracking (to see how often visitors make a purchase, sign up for downloads, webinars, and/or newsletters, etc.) you most likely already have those statistics available to you.

I would recommend the professional plan over the lite plan for those interested in using this platform to measure or compare performance across multiple agents; the professional plan presents more, in-depth data regarding customer service and/or meeting specific sales goals/objectives.

I hope in the future Zendesk will incorporate an unlimited amount of history recognition so that you can look back at past conversations with returning customers, etc.

Verteilung der Bewertung

Preis-Leistungs-Verhältnis
Bedienkomfort
Kundenbetreuung

Weiterempfehlungsquote

9.0/10
Elisa P.
Mit Google übersetzen

Take care of your users in real time and increase sales

Täglich für Mehr als 1 Jahr genutzt
Bewertet am 13.10.2018
Quelle der Bewertung: Capterra

Successful experience. Zendesk Chat is my daily ally to provide proper aid to our visitors

Vorteile

Zendesk chat is a valuable tool for help desk. It allows providing information and support to your users in real-time.

You can constantly monitor your visitors seeing the active ones, the idle ones and also the ones who opened the live chat tool. You may also see their referrals.

By opening the panels of users visiting your sites you get many information about the pages they are on and all the ones they have seen. You may also viwe their IP, the browser they are using, their location and other useful information about their devices.

Each visitor has thier history. If you already had contact with someone you can easily check your conversation history seeing the agent and the transcriptions. The conversation could be sent via email.

During a conversation you may share attachment with the users and request a rating for your support.

You can create and save standard answers (shortcuts) that can be quickly recalled while writing in the editor. You can also set up specific triggers to notify users activities.

With some plans you have specific insights to compare performance across multiple agents.

Nachteile

Some useful features are only available for the professional plan (tracking visitors and conversion analytics). If you have other third party to monitor them, you will be fully satisfied by the other plans.

Verteilung der Bewertung

Bedienkomfort
Kundenbetreuung

Weiterempfehlungsquote

10.0/10
Rocky K.
Mit Google übersetzen

Zendesk Chat (formerly Zopim) works good but ugh

Täglich für Mehr als 2 Jahre genutzt
Bewertet am 20.3.2019
Quelle der Bewertung: Capterra

If you're using it for one single landing page or a very specific purpose, Zendesk chat is great for that. But if you want a chat software that does a lot of different things - like customer support on one page, sales on another, and tech help on another -- it's really hard to do without a developer.

At the price we are paying, Zendesk chat is becoming long in the tooth. And we're still waiting on another chat software to change our minds.

Vorteile

It's easy to deploy, and very easy to get up and running. I've gotten my non-tech team to set their own automated messages without having to guide them. Once you're in their dashboard to chat with leads/customers, it's really easy to manage.

Nachteile

Like regular Zendesk's Helpdesk software, the backend UX is so outdated. There's options within options. You can jump around to many different settings to find the one option you were looking for tucked away somewhere else.

I also dislike a lot of their conditional logic. It's confusing.

I also don't like that if I wanted to have a bunch of different chat types, I'll can't set that up easily without writing custom code to set that up. It has that option, but only if you're a developer.

Verteilung der Bewertung

Preis-Leistungs-Verhältnis
Bedienkomfort
Kundenbetreuung

Weiterempfehlungsquote

5.0/10
Andrew P.
Mit Google übersetzen

Zendesk Chat LIVE at A Glance

Täglich für 1-5 Monate genutzt
Bewertet am 30.3.2019
Quelle der Bewertung: Capterra

I have realized after using Zendesk Chat that there was a lot of things and good opportunity's I had missed by not knowing the information that Zendesk Chat provides. I feel more confident in my business and I am making my costumers happier by understanding there needs faster an being able to provide the best possible service I can for my clients

Vorteile

I love the fact that when you first get it installed the program offers a free 14 day pro trial, and after the trials over It goes back to a free version. Zendesk Chat dose very well in teaching you how to chat right away so you don't miss out on any possible contacts /sales and as the tutorial is quite brief but effective . the look of the Zendesk chat is crisp and quite clean with everything you need right there in front of you with options to check website visitors, look at analytics, real-time monitoring, check the history or manage your team settings. When someone sends a request the dashboard will alert you and giving you critical info immediately e.g. the number of past chats you've had, the browser and operating system of the visitor & the visitor’s location, ,when it’s a returning customer , and time spent on the site. so you have everything you need to stay on top of your game & just in cast there is no one alive is able to answer, it will send a automated apology is sent to the person. What gives it the extra sugar on top is that it is very reasonably priced for all the features it offers & the help it provides is outstanding.

Nachteile

the only con I can think of that this application may have is its lack of integration to other programs beyond Zendesk

Verteilung der Bewertung

Preis-Leistungs-Verhältnis
Bedienkomfort
Kundenbetreuung

Weiterempfehlungsquote

7.0/10
Verified Reviewer
Mit Google übersetzen

Excellent tool to manage live customer quaries

Monatlich für Mehr als 2 Jahre genutzt
Bewertet am 26.4.2019
Quelle der Bewertung: Capterra

Zendesk chats allow us to address customer queries while on the website, which allow us to help customer to finalize a purchase that otherwise would be lost. It is also useful to rise customer satisfaction as customers do not have to wait on the telephone or write emails to receive an answer.

Vorteile

My company have used Zendesk Chat to manage the live contact for most of our brands and the experience has been great so far as it is very complete.
The chat option allow you to serve customers while they are visiting the website without having to exit the page to do a phone call or write an email. It can be used as an inbound tool to offer customer support or outbound to increase sells.
It is possible to personalize the tool according to the needs of your business with the possibility to schedule opening hours, automatic messages, and personalized shortcuts (very useful so your agents won't have to rewrite the same sentence every time). It is also possible to activate an option to reroute your chats automatically to your agents according their skills (languages, expertise etc).
Zendesk chat has also a reporting dashboard in which you can see the team/agent performace and in which you can see if an agent is free or busy and how many chats has taken during a certain period of time. You can also subscribe to periodical notifications via email.

Nachteile

The only thing I would suggest to improve is the possibility of download more specific and user friendly reports for agents performances (time online etc) as at the moment they are a too raw to do quick analysis of the agent performances

Verteilung der Bewertung

Preis-Leistungs-Verhältnis
Bedienkomfort
Kundenbetreuung

Weiterempfehlungsquote

10.0/10

Zendesk Chat Preis

Beginnt ab
N/A
Preisoptionen
Kostenlose Testversion
Kostenlos
Abonnement
Preis-Leistungs-Verhältnis

LITE PLAN: Comes absolutely free with 1 agent and 1 concurrent chat.

BASIC PLAN: $14 per agent/month, unlimited chats and other features.

ADVANCED PLAN: $25 per agent/month, unlimited chats and features.

PREMIUM PLAN: $55 per agent/ month, unlimited chats and features.

DISCOUNT:
20% for 1 year subscription
30% for 2 year subscription

Zendesk Chat Funktionen

  • API
  • Aktivitäts-Dashboard
  • CRM-Integration
  • Chat
  • Umfragen & Feedback

  • Automatische Benachrichtigungen
  • Berichterstattung und Statistik
  • E-Mail-Integration
  • Echtzeitüberwachung
  • Integration von Dritten
  • Kontakt-Historie
  • Kundenspezifisches Branding
  • Multi-Channel-Kommunikation
  • Priorisierung
  • Social-Media-Integration
  • Sofortnachrichten
  • Ticket-Management
  • Wissensdatenbank
  • Workflow-Management
  • Überwachung

Zusätzliche Informationen für Zendesk Chat

Schlüssel-Features von Zendesk Chat

  • Advanced analytics on chat agent's performance
  • Analytics of visitors such as countries, page they are on
  • Android, iOS application
  • Archive offline messages
  • Create different groups to organize customer support agents
  • Create shortcuts for repetitive response to visitors
  • Customizable chat windows to suit your branding
  • Export chat transcript for references or training purposes
  • File transfer during chat
  • Function with CMS (WordPress, Drupal, Joomla)
  • HTML5 dashboard to manage chats with different visitors
  • Hide chat window when offline
  • Integration with CRM (Zendesk, Salesforce, ZohoCRM)
  • Pre & post customer survey
  • REST API
  • Set up operating hours of chats
  • Sound and visual alerts for incoming chats
  • Transfer chat between agents
  • Translate more than 50 languages constantly during chat
  • Use smart triggers to initiate chats with visitors

Vorteile

CONNECT WITH YOUR CUSTOMERS
Give your brand a voice and build meaningful relationships by talking to customers over live chat.

INCREASE YOUR SALES
Increase the chances of high value engagement and more sales by using proactive chat to automatically reach out to customers.

PROVIDE PERSONALIZED SERVICE
Your customers aren't clones. Use advanced analytics and visitor targeting to create a unique experience for each visitor.

Zendesk Chat Häufig gestellte Fragen

Weiter unter folgen häufig gestellte Fragen über Zendesk Chat.

F. Welche Preispläne bietet Zendesk Chat an?

Zendesk Chat bietet folgende Kostenpläne an:

Preismodell: Kostenlos, Abonnement

Kostenlose Testversion: Verfügbar

LITE PLAN: Comes absolutely free with 1 agent and 1 concurrent chat.

BASIC PLAN: $14 per agent/month, unlimited chats and other features.

ADVANCED PLAN: $25 per agent/month, unlimited chats and features.

PREMIUM PLAN: $55 per agent/ month, unlimited chats and features.

DISCOUNT:
20% for 1 year subscription
30% for 2 year subscription

F. Was sind die Hauptfunktionen von Zendesk Chat?

Zendesk Chat bietet die folgenden Funktionen:

  • Advanced analytics on chat agent's performance
  • Analytics of visitors such as countries, page they are on
  • Android, iOS application
  • Archive offline messages
  • Create different groups to organize customer support agents
  • Create shortcuts for repetitive response to visitors
  • Customizable chat windows to suit your branding
  • Export chat transcript for references or training purposes
  • File transfer during chat
  • Function with CMS (WordPress, Drupal, Joomla)
  • HTML5 dashboard to manage chats with different visitors
  • Hide chat window when offline
  • Integration with CRM (Zendesk, Salesforce, ZohoCRM)
  • Pre & post customer survey
  • REST API
  • Set up operating hours of chats
  • Sound and visual alerts for incoming chats
  • Transfer chat between agents
  • Translate more than 50 languages constantly during chat
  • Use smart triggers to initiate chats with visitors

F. Wer sind die typischen Nutzer von Zendesk Chat?

Zendesk Chat hat die folgenden typischen Kunden:

Freie Mitarbeiter, Großunternehmen, Mittlere Unternehmen, Non-Profit, Öffentliche Verwaltung, Kleine Unternehmen

F: Welche Sprachen werden von Zendesk Chat unterstützt?

Zendesk Chat unterstützt die folgenden Sprachen:

Arabisch, Chinesisch (vereinfacht), Chinesisch (traditionell), Tschechisch, Dänisch, Niederländisch, Englisch, Finnisch, Französisch, Deutsch, Hebräisch, Ungarisch, Indonesisch, Irisch, Italienisch, Japanisch, Koreanisch, Norwegisch, Polnisch, Portugiesisch, Russisch, Spanisch, Schwedisch, Taiwanisch, Thai, Türkisch, Ukrainisch

F. Welche Preispläne bietet Zendesk Chat an?

Zendesk Chat hat folgende Preismodelle:

Kostenlos, Abonnement

F. Unterstützt Zendesk Chat mobile Geräte?

Zendesk Chat unterstützt die folgenden Geräte:

Android, iPhone, iPad

F. Mit welchen anderen Applikationen integriert Zendesk Chat?

Zendesk Chat kann in folgende Anwendungen integriert werden:

Bitium, HubSpot Marketing, OSI Affiliate Software, SEOshop eCommerce, Snapforce, TalentLMS, Toonimo, Vision Helpdesk, Zendesk, Zoho CRM

F. Welche Varianten der Kundenbetreuung bietet Zendesk Chat an?

Zendesk Chat bietet folgende Optionen für Kundensupport:

Häufig gestellte Fragen, Forum, Wissensdatenbank, Online-Support