Zendesk Chat

COMPANY: Zendesk

Strike up a conversation. Reach your customers instantly via web, mobile and messaging.

This Product is:

For: Customers looking for a flexible chat solution, alongside other customer service features such as Call Support.

Not for: Customers looking for a cost effective live chatting service, which is streamlined and very easy to use.

Overall Score


Overall Score


Zendesk Chat Review

Review date: December 20th 2018

Zendesk offer live chat functionality for business websites. They have a focus on flexibility and customisability, to help their users engage with customers. They also offer customers a range of metrics and reports to help them see how satisfied customers are, how well agents are performing and more, to help them increase their conversion rates. The platform also integrates with multiple other software tools, such as Facebook Messenger. This allows agents to meet customers where they are.

Zendesk offers a full suite of customer support apps including support tools and call centre solutions. Zendesk Chat integrates with all of these, so this option is suited to people needing a range of customer service solutions.

Benefits of Zendesk Chat

  • Triggers available to start chats automatically, for example if a customer closes their basket without checking out
  • Offline forms are available so customers can still ask questions if they visit the site when there are no active agents
  • Visitor tracking functionality to show what pages people are visiting, demographics and more
  • Chatbot functionality offered, meaning you can automate some chat functions to save agents time
  • Comprehensive reporting and analytics to show chat volume and monitor agent response times, all in real time
  • File sharing within the live chat
  • Fully customisable chat windows to match your brand
  • Good range of features to simplify administration and team management including role based permissions, scheduling and chat departments
  • Mobile apps so you can live chat with customers from anywhere

What you should know about Zendesk Chat

  • Customers have expressed that many of the best features offered are only available to enterprise users, making this an expensive service to fully take advantage of

Expert Insights Verdict on Zendesk Chat

Zendesk Chat offers customers a variety of live chatting features. The service is flexible, offering users multiple customisation options. This means you can completely remake the chat widget to look exactly as you need it to. You can choose from a variety of themes, and integrate with WordPress, Shopify and a variety of other platforms. Zendesk Chat also offers a range of admin features to help it scale to your team's needs. You can automatically assign chats to specific agents and set schedules for when agents will be online. Reports and visitor tracking are hugely important with live chatting services – so you can see how well live chatting with customers is increasing your conversion rates. Zendesk offers a range of tools to show visitor metrics, real-time chat monitoring and conversion tracking.

Zendesk offers a very rounded and fully featured service. It’s is especially well suited for customers who need a full suite of customer support features, as Zendesk Chat integrates well with other Zendesk products.

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Zendesk Vendor Overview

Our customer service and engagement products are powerful and flexible, and scale to meet the needs of any business.

Website https://www.zendesk.co.uk/
Employees on LinkedIn 2821
Glassdoor Rating (410 reviews)
Founded 2007
Revenue $100 to $500 million (USD) per year
Headquarters San Francisco, California, USA
Support Team Location(s) USA
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Zendesk Chat Features

Explore the features offered by Zendesk Chat

Zendesk Chat Features

Feature Description
Visitor Tracking and Analysis Full website visitor tracking functionality. Chat ratings. Reports showing chat volume, agent productivity, real time chat data and conversion tracking. Chat histories are 10.
Customisation and Chat Features Targeted and behaviour based message triggers. Offline forms, file sharing and chatbots available. Pre-set chat widgets are available, or you can fully customise the window.
Chat Administration Chat routing to automatically assign chats to active agents. Ability to tag chats according to their type, such as ‘sales,’ or ‘support.’ Chat departments and role based agent controls.
Integrations Fully integrates with the Zendesk platform. This includes phone calls, email and social media customer support as well as a web widget.
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Zendesk Chat Pricing (Monthly)

Package Price
Lite Free for one user
Team From $12
Professional From $25
Enterprise From $70
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Score Breakdown

Visitor Tracking and Analytics
Customisation and Chat Features
Chat Administration

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