Product Overview: Zendesk Chat
Zendesk Chat is a sophisticated live chat solution 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 customer support directly on their websites. Originally known as Zopim, it has evolved into a multi-functional tool that understands customer behavior without being intrusive. The system is tailored to automate chats, provide rapid responses to customer queries, and track visitor behavior to convert them into leads.
Key Features and Functionality
Chat Client and Agent Console
- The chat client facilitates direct communication between customers and agents, allowing agents to customize their profiles with usernames and pictures for a more personable interaction. The chat agent console provides easy access to multiple features and shortcuts, enabling agents to offer quick and satisfactory support.
Appearance Customization
- Zendesk Chat allows for extensive customization of the chat widget, including colors and custom icons, ensuring it aligns with the brand’s identity and integrates seamlessly into the website.
Proactive Chats & Triggers
- This feature proactively initiates chats with customers based on specific conditions, such as the amount of time spent on a site. This helps guide visitors who might otherwise be hesitant, boosting customer retention.
Pre-chat Forms and Offline Mode
- Pre-chat forms can collect basic contact information from visitors before they start a chat. The offline mode allows visitors to submit queries when no agent is available, which can be saved and forwarded to agents via email.
Canned Messages
- Agents can use pre-composed messages to quickly respond to common customer queries, reducing their workload and ensuring swift responses for customers.
Tracking & Live Analytics
- Zendesk Chat provides comprehensive analytics, compiling user data into reports every hour. This helps track the efficacy of the service and optimize it further. Agents can monitor visitor counts, customer content rate, agent performance, and resolution times.
AI-Powered Support
- Integrated with Zendesk AI, the system offers intelligent routing, ensuring tickets reach the right agents. AI agents can resolve customer requests autonomously, provide pre-written responses, and summarize messages, all while maintaining a tone that matches the brand.
Unified Workspace
- Zendesk Chat unifies conversations across various channels, including voice, email, Messenger, WhatsApp, and more, within the Zendesk Agent Workspace. This provides agents with context to personalize conversations and understand customer needs before the interaction begins.
Customizable Chat Protocols
- Businesses can create customizable chat protocols based on their specific needs, whether it’s simple text-based chats for small businesses or more advanced data-sharing capabilities like images and videos for larger enterprises.
Implementation and Integration
Zendesk Chat can be easily integrated into a company’s help center through the Web Widget. This involves enabling live chat in the Web Widget (Classic) and adding it to the help center, ensuring that customers can 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, automated chat responses, and comprehensive analytics. Its flexibility and customization options make it suitable for businesses of all sizes, from startups to large corporations.