Product Overview: Zendesk Chat
Zendesk Chat is a sophisticated live chat software designed to enhance customer support and engagement for businesses of all sizes. Here’s a detailed look at what the product does and its key features.
What Zendesk Chat Does
Zendesk Chat is a widget-like system integrated into the Zendesk Agent Workspace, allowing companies to provide real-time, personalized customer support. Originally known as Zopim, it has evolved into a multi-functional tool that analyzes customer behavior without being intrusive. This solution enables direct communication between customers and support agents, facilitating quick and effective issue resolution.
Key Features and Functionality
1. Chat Client and Agent Console
Zendesk Chat includes a customizable chat client that allows agents to communicate directly with customers. Agents can personalize their interactions by choosing usernames and uploading profile pictures. The chat agent console provides easy access to multiple features and shortcuts, enabling agents to offer quick and satisfactory support.
2. Appearance Customization
The chat widget can be customized to match the brand’s identity, including colors and custom icons. This ensures a seamless integration with the company’s website and enhances the overall customer experience.
3. Proactive Chats & Triggers
Zendesk Chat features proactive chats and triggers that initiate conversations with customers based on specific activities or time spent on the site. For example, a chat pop-up can appear to assist a visitor who is about to make a purchase, boosting customer retention and guiding hesitant visitors.
4. Pre-chat Forms and Offline Mode
Pre-chat forms allow you to collect basic contact information from visitors before they start a chat. The offline mode enables customers to submit queries when no agent is available, with the option to save these queries in the chat history and forward them via email to agents.
5. Visitor List and Tracking
The visitor list feature tracks the number of people visiting your site in real-time and can guide visitors to specific products or pages. This helps in understanding visitor behavior and navigation habits, which can be used to form targeted propositions.
6. Chat Ratings and Feedback
Chat ratings provide insights into customer satisfaction and the effectiveness of chat support efforts. Although they offer a rudimentary look, they are crucial for continuous improvement.
7. File Sending and Media Exchange
Agents and customers can exchange images and GIFs to solve issues more efficiently. This visual communication enhances the support experience by allowing for clearer explanations and quicker resolutions.
8. Canned Messages
Zendesk Chat includes a collection of pre-composed messages that agents can use to quickly respond to common customer queries, reducing the workload and ensuring swift responses.
9. Tracking & Live Analytics
The system provides comprehensive chat analytics, compiling user data into reports that help track the efficacy of the service and optimize it further. Reports are generated every hour, offering regular and detailed trends.
10. AI-Powered Support
Zendesk Chat is integrated with AI technologies that enable intelligent routing, pre-written responses, and autonomous resolution of customer requests by AI agents. This reduces the burden on human agents and improves customer satisfaction.
11. Unified Agent Workspace
Zendesk unifies live chat conversations with interactions across other channels like voice, email, Messenger, and WhatsApp within the Agent Workspace. This provides agents with context to personalize conversations and understand customer needs before the conversation starts.
Implementation and Integration
Zendesk Chat can be easily integrated into your help center through the Web Widget. Users need to enable live chat in the Web Widget (Classic) and add it to the help center. This integration allows end users to initiate chat sessions with agents directly from the help center.
In summary, Zendesk Chat is a powerful tool that enhances customer support by providing real-time, personalized interactions, proactive engagement, and comprehensive analytics. Its flexibility and customization options make it suitable for businesses of all sizes, ensuring a competitive edge in customer service.