Zendesk Chat

Zendesk Chat, formerly known as Zopim, is a live chat software that enables businesses to engage with their website visitors and provide real-time customer support. It allows businesses to communicate with customers through chat widgets embedded on their websites or mobile apps, facilitating instant messaging and support interactions.

Here are some key features and functionalities of Zendesk Chat:

Live Chat: Zendesk Chat offers live chat functionality, allowing businesses to chat directly with their website visitors in real-time. Customers can initiate conversations by clicking on the chat widget, and agents can respond and provide assistance promptly.

Chat Widget Customization: The chat widget provided by Zendesk Chat can be customized to match the branding and design of the website or application. Businesses can modify the appearance, position, color scheme, and behavior of the chat widget to create a seamless and integrated user experience.

Proactive Chat: Zendesk Chat enables proactive chat, where businesses can initiate conversations with visitors based on specific criteria such as time spent on a page, pages visited, or referral source. This feature allows businesses to engage with potential customers and offer assistance before they reach out for support.

Chat Routing and Distribution: Zendesk Chat offers intelligent chat routing and distribution mechanisms. Incoming chats can be automatically assigned to available agents based on predefined rules, such as agent availability, skills, or chat load balancing. This ensures efficient handling of customer inquiries and prevents chats from being overlooked.

Agent Collaboration and Transfer: Zendesk Chat allows agents to collaborate internally to provide effective support. Agents can transfer chats to other team members or escalate conversations to supervisors or specialists when necessary. This ensures smooth communication and seamless handoffs between agents, improving the overall customer experience.

Chat History and Transcripts: Zendesk Chat keeps a record of chat conversations, allowing agents and customers to access chat history and transcripts. This feature is helpful for referring to past conversations, reviewing customer interactions, and maintaining a context-rich support experience.

Chat Analytics and Reporting: Zendesk Chat provides analytics and reporting features to track and measure chat performance and customer satisfaction. Businesses can gain insights into chat volume, response times, customer ratings, and other metrics to evaluate the effectiveness of their chat support operations.

Integration with Zendesk Suite: Zendesk Chat seamlessly integrates with other products in the Zendesk Suite, such as Zendesk Support and Zendesk Guide. This integration enables businesses to have a unified customer support platform, where chats can be converted into tickets, and support agents can access relevant customer information and knowledge base articles.

Zendesk Chat is suitable for businesses of all sizes, from small businesses to large enterprises, looking to enhance their customer support capabilities and provide real-time assistance to their website visitors. It enables businesses to improve customer satisfaction, increase engagement, and build stronger relationships with their customers through live chat interactions.