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Zendesk Chat
4.5

Looking at Zendesk Chat's website it's easy to get a good first impression. A nice set of features comes with affordable price plans. If you can do without all the bells and whistles it's even possible to use their fully functioning freemium plan.

Paid plans start at US $14 for yearly subscriptions in their Basic plan and go up to $59 per operator in the Enterprise plan. Zendesk puts a lot of efforts into automation features. Certain phrases that are frequently used can be accessed via shortcuts. Triggers assist in initiating live chat automatically.

While this all sounds promising, let's take a look inside first:

Find our detailed Zendesk Chat's Review here: http://www.chattooltester.com/reviews/zopim-review/ Please note: the product has been renamed from Zopim to Zen... Zendesk Chat Review (Zopim): Pros and Cons of the Live Chat Tool 2015-01-06 https://img.youtube.com/vi/MLFeiqv-A6M/hqdefault.jpg
$0 /mo

Lite

The free version for one agent only.

$14 /mo

Team

For teams

$29 /mo

Professional

Includes conversion tracking

$59 /mo

Enterprise

24/7 support

criterion rating comments

Ease of use

Their wide range of features make it a bit more complex than other live chat tools.

Setup

Just sign up, copy a piece of code onto your website and it’s ready to go.

Themes and Style Options

There are a few different style templates for the chat bar and the messaging window. Colors can be changed. (Premium plans only).

Chat features

Chat client

Features nice options: users can edit their own name, export a chat protocol and the widget can be moved around on the site. (See screenshot for more details). Add your operator’s photo for a more personal chat experience.

Chat agent console

The console offers a range of useful features in one place. To chat either use their console or your preferred IM. We only have one little issue with idle settings (see conclusion further down below).

Automatic messaging

Set up different automatic triggers for new and returning visitors. A great option is the “rescue trigger” that sends an apology to the waiting visitor if nobody responds.

Offline mode

Can be hidden when offline or be used as a data capture form. The Advanced plan also features operating hours that you can set.

Shortcuts / canned messages

Shortcuts can be defined for standard phrases & the systems suggests answers based on past conversations – smart!

Tracking & live analytics

yes

Shows the visitors currently on the site with all basic information (country, OS etc.) and if it’s a returning visitor.

Internationalization

Chat widget detects the language of the current page and switches to its language. Did not always work correctly in our tests. But you can specify the language per page as well.

Ticketing system

yes

As Zendesk is a helpdesk software, they obviously have an integration. To use the helpdesk, you’ll have to pay extra though.

Integrations and add-ons

yes

Google Analytics, Salesforce, Zoho and Highrise and many more. Features an API.

Advanced Features

Team Management

yes

Departments can be setup up so that the user can choose accordingly before the interaction starts. You can also transfer the chat to another agent.

Mobile support / apps

yes

The iPhone and Android apps are very polished and work well. Website visitors with smartphones can also use it perfectly – the chat conversation will simply take place in a new browser window.

Cobrowsing

no

Only via third-party provider, e.g. Cobrowse.io

Ban users

yes

By name or IP. The chat widget will be hidden for banned users.

Log creation

yes

Creates a searchable chat history.

Support

  • Web App Live Chat
  • PC Email
  • MAC Phone

Live chat support is usally good. We never received an answer to our email requests, though.

Overall rating

4.5/5

Zendesk sets the standard for live chat solutions. Prices are attractive, too. Highly recommended!

Zendesk’s feature set is very strong and makes it an interesting option for small and medium sized businesses.

The only thing that didn’t work so well for our workflow are Zendesk Chat’s idle settings. The general idea is that the chat client goes offline when you are away from your computer, which makes a lot of sense. However, a browser app is not able to track your activities outside of the browser window. Therefore it also goes idle while you are working in other browser windows or programs. There should be a warning sound or signal like other tools provide. Switching off the idle mode is the only real solution to this issue.

But apart from that we found Zendesk great. They are constantly adding new features and are well equipped for mobile devices.

> Compare Zendesk Chat to other live chat software

You must login to your Zendesk account. There you’ll find the option. You can also write the support a ticket.

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robert
Hi, I am Robert, the founder of ChatToolTester and have been following live chat software market since 2012. I hope you enjoyed this post! Feel free to leave your feedback in the comments below.