ClickDesk - Detailed Review
Communication Tools
ClickDesk - Product Overview
ClickDesk Overview
ClickDesk is a comprehensive communication tool that combines live chat, helpdesk services, voice, and video chat capabilities, making it an all-in-one solution for customer engagement and support. Here’s a brief overview of its primary function, target audience, and key features:Primary Function
ClickDesk is designed to facilitate real-time communication between businesses and their website visitors. It integrates live chat, helpdesk services, voice and video chat, and social media interactions to provide a seamless customer support experience.Target Audience
ClickDesk is primarily targeted at startups and small to medium-sized businesses (SMBs) that rely heavily on customer engagement and support to grow their operations. With over 100,000 businesses across 147 countries using ClickDesk, it is well-suited for organizations looking to enhance their customer service and sales efforts.Key Features
Live Chat and Helpdesk
ClickDesk offers live chat with agents through audio and video on browsers and Android devices. It includes a helpdesk service that manages offline chats and email, converting them into tickets for easier handling.Multi-Channel Support
The platform supports multiple communication channels, including live chat, voice chat via browser phone or Skype, and video chat. It also integrates with social media, allowing users to interact with customers through various platforms.Real-Time Analytics and Reporting
ClickDesk provides detailed analytics and reporting features, including live chat stats, ticket reports, and agent performance tracking. These reports help businesses make informed decisions and improve their customer support services.Language Support
The software supports more than 90 languages through translation, enabling businesses to communicate with customers in their native languages.Mobility and Accessibility
Users can manage chats and calls from various devices, including laptops, desktops, tablets, and mobile phones. This ensures that businesses can respond to customer inquiries promptly, regardless of the device used.Keystroke Preview and Proactive Chat
ClickDesk features a keystroke preview that allows agents to see what visitors are typing before they send the message. It also includes proactive chat greetings and pre-chat surveys to personalize interactions with visitors.File Sharing and Customization
The platform allows file sharing over chat and offers customizable themes and localization options to match the business’s brand and visitor preferences.Agent Performance and Team Collaboration
ClickDesk enables businesses to track agent activity, including the number of chats received, handled, and missed. It also supports three-way conferencing and chat transfer between agents to ensure seamless customer support.Conclusion
Overall, ClickDesk is a versatile tool that helps businesses engage with their customers more effectively, improve customer satisfaction, and enhance sales and support operations. ClickDesk - User Interface and Experience
User Interface of ClickDesk
The user interface of ClickDesk is characterized by its clean and straightforward design, making it relatively easy to use. Here are some key aspects of the interface and user experience:
Interface Design
The interface is clean and simple, with clear buttons and a straightforward menu. This simplicity helps users quickly find and use the various features without much confusion.
Customization
While ClickDesk allows some level of customization, the options are limited. Users can change the color theme, align the chat widget, and modify the logo. However, it lacks more advanced customization features such as chat widget templates or multiple language support.
User Experience
The platform is generally easy to set up and use, especially for those who need basic live chat and help desk functionalities. Users have praised its ease of deployment and user-friendly nature, particularly for single users or small teams.
Integrations and Setup
Integrating ClickDesk with other tools, such as CRM systems (e.g., Salesforce), email marketing tools (e.g., Mailchimp), and analytics platforms (e.g., Google Analytics), is possible but may require some technical skills. The process involves copying and pasting code into the site’s HTML, which can be error-prone and may need customer support assistance.
Onboarding and Support
One notable drawback is the lack of onboarding support for the chat widget, which can make the initial setup slightly more challenging for new users. However, ClickDesk provides various self-help resources, including an FAQ, CSS customization guides, and PDF handbooks, to help users get started and resolve issues.
Engagement Features
ClickDesk offers features like video chat and social media integration, which enhance the user experience by providing more personalized and engaging interactions with customers. The video chat feature, in particular, allows for face-to-face interactions without the need for additional plugins.
Overall, ClickDesk’s user interface is user-friendly and easy to navigate, although it may lack some advanced customization and onboarding features. The platform is well-suited for businesses looking for a straightforward and effective live chat and help desk solution.
ClickDesk - Key Features and Functionality
ClickDesk Overview
ClickDesk is a comprehensive live support and communication tool that offers a range of features to enhance customer engagement and support. Here are the main features and how they work:Live Chat
ClickDesk allows businesses to engage with website visitors through live chat. This feature includes tools like proactive chat greetings and pre-chat surveys, which help agents gather customer details such as name, email, country, chat history, browser, and URLs. This information enables personalized greetings and targeted interactions.Voice and Video Chat
In addition to text-based live chat, ClickDesk supports voice and video chats. These features allow for more personal and interactive communication between agents and customers, which can be particularly useful for resolving complex issues or building customer trust.Help Desk Integration
ClickDesk includes an inbuilt helpdesk service that manages offline dialogues and email. This feature converts offline chats into tickets, allowing agents to manage and respond to them efficiently. It ensures that no customer query goes unaddressed, even when agents are not available in real-time.Multi-Language Support
ClickDesk supports over 90 languages through translation, making it possible to communicate with customers in their native language. This feature is crucial for businesses with a global customer base, as it helps in breaking language barriers and providing better support.Mobility
The software is accessible from various devices, including laptops, mobile phones, and tablets. This mobility ensures that agents can manage calls and chats from anywhere, reducing the likelihood of missing customer interactions.Keystroke Preview
ClickDesk offers a unique keystroke preview feature that allows agents to see what the customer is typing before they send the message. This feature helps agents prepare responses in advance, improving the efficiency and quality of the support provided.File Sharing and Chat History
Agents can share files in real-time with customers, which is useful for sending documents or other resources. Additionally, ClickDesk maintains a chat history, allowing agents to refer back to previous conversations and provide consistent support.Chat Routing and Transfer
The software includes features like chat routing and transfer, which enable agents to direct chats to the most suitable agent or department. This ensures that customers receive specialized support without delays.Canned Responses and Shortcuts
ClickDesk allows agents to save shortcuts or FAQs for quick replies. This feature helps in reducing response times and ensures that common queries are addressed promptly and consistently.Visitor Monitoring and Geo Location Tracking
Agents can monitor visitor activities and track their geo-location, which helps in understanding customer behavior and providing location-specific support or offers.Customizable Chat Widgets
Businesses can customize the chat widgets to match their brand and website design. This includes options for custom CSS and widget localization, enhancing the user experience and brand consistency.CRM and Social Media Integration
ClickDesk integrates with various CRM systems like Zoho, Agile CRM, and Salesforce, as well as social media platforms. These integrations allow agents to access customer details, add new contacts, and trigger campaigns directly from the chat window. This seamless integration helps in managing customer relationships more effectively.Analytics and Reporting
The software provides real-time analytics and reporting features, which help businesses in monitoring chat performance, customer satisfaction, and other key metrics. These insights are crucial for improving support services and making data-driven decisions.Security and Encryption
ClickDesk ensures high security standards with 99.5% uptime and SSL encryption. This guarantees that customer data is protected and that the service is reliable and stable.AI Integration
While the available resources do not explicitly mention the integration of AI in ClickDesk’s features, the tool’s advanced functionalities and integrations with various CRM and analytics platforms suggest a sophisticated approach to customer support and engagement. However, specific AI-driven capabilities are not detailed in the provided sources. ClickDesk - Performance and Accuracy
Evaluating ClickDesk
Evaluating the performance and accuracy of ClickDesk in the Communication Tools AI-driven product category reveals a mix of strengths and areas for improvement.
Performance
ClickDesk performs well in several key areas:
- Real-Time Engagement: It allows businesses to engage with visitors in real-time through live chat, voice, and video calls, all of which are browser-based and do not require any installation.
- Proactive Chats: The platform enables proactive chat invitations, which can be set up based on various criteria such as country, IP, browsing history, and referrals. This feature helps in engaging visitors proactively.
- Helpdesk Integration: ClickDesk has an integrated helpdesk that handles offline chats and email messages, providing a seamless experience for web visitors.
- Customization: While there are limitations, ClickDesk offers some customization options for the chat widget, such as changing the online status, widget position, welcome image, and background theme.
Accuracy
In terms of accuracy, ClickDesk generally fares well but has some notable limitations:
- Visitor Tracking and Analytics: ClickDesk provides real-time visitor tracking and analytics, allowing agents to initiate chats based on visitor profiles or behavior. However, it lacks advanced analytics on traffic metrics like referral sources, time spent, or pages visited.
- Chatbot Capabilities: The chatbot on ClickDesk is basic and relies on scripts to guide conversations. It struggles with understanding complex queries and lacks a self-learning mechanism to update the FAQ and knowledge base automatically. This can lead to generic and less personalized customer interactions.
- Canned Responses: ClickDesk allows only 10 canned responses, which is insufficient for covering common inquiries. Additionally, these responses cannot be customized, affecting client satisfaction.
Limitations and Areas for Improvement
Several areas need improvement:
- Advanced Analytics: ClickDesk lacks a centralized dashboard for traffic data and advanced analytics, making it time-consuming to interpret data from chat history.
- Chatbot Enhancements: The chatbot needs significant improvements in terms of understanding varied intent queries and handling complex conversations. A self-learning mechanism would greatly enhance its capabilities.
- Customization of Chat Widgets: While some customization is possible, the options are minimal, and users cannot tweak many aspects of the chat widget beyond basic settings. The process of installing and updating the chat widget is also manual and error-prone.
- Ticketing System: Some users find the ticketing system too simple and would prefer a more functional and advanced system for managing support inquiries.
Conclusion
In summary, ClickDesk is a solid tool for real-time engagement and basic helpdesk functions, but it needs improvements in its analytics, chatbot capabilities, and customization options to provide a more comprehensive and personalized customer support experience.
ClickDesk - Pricing and Plans
ClickDesk offers a clear and structured pricing system with several plans to cater to different business needs. Here’s a detailed breakdown of their pricing structure and the features included in each plan:
Free Plan
- This plan is free and limited to 10 users.
- Features include:
- 30 chats per month
- Handling of 25 tickets
- Audio calling
- Basic customization settings
- Localization of the chat widget.
Lite Plan
- Monthly price: $14.99 per user
- Annual subscription: $12.99 per user per month (15% off)
- Two-year subscription: $9.99 per user per month (33% off)
- Features include:
- Unlimited chats
- Widget customization
- Chat transfer and groups
- 99.5% uptime and SSL security.
Pro Plan
- Monthly price: $24.99 per user
- Annual subscription: $21.99 per user per month (15% off)
- Two-year subscription: $16.99 per user per month (33% off)
- Features include:
- Video chat
- Chat conferencing
- CRM integration and API
- Post-chat surveys
- Reports and history
- 99.95% uptime and SSL security.
Enterprise Plan
- Monthly price: $39.99 per user
- Annual subscription: $33.99 per user per month (15% off)
- Two-year subscription: $26.99 per user per month (33% off)
- Features include:
- Queuing
- White label
- Unlimited domains
- Widget custom CSS
- Analytics
- Dedicated account manager.
Additional Notes
- ClickDesk also offers a 15-day free trial for all paid plans, allowing you to test the features without committing to a purchase.
- Discounts are available for annual and two-year subscriptions across all paid plans.
ClickDesk - Integration and Compatibility
ClickDesk Overview
ClickDesk is a comprehensive live support software that integrates seamlessly with a wide range of tools and is compatible across various platforms and devices, making it a versatile solution for customer service and support.
Integrations with Other Tools
ClickDesk can be integrated with numerous popular apps to automate workflows and enhance productivity. Here are some key integrations:
- CRM Systems: ClickDesk integrates with CRM tools like Salesforce, Agile CRM, Highrise, and Vtiger CRM. These integrations allow you to create new contacts, add contact notes, and update existing contacts directly from ClickDesk chats and tickets.
- Marketing and Sales Tools: Integrations with Mailchimp enable you to add ClickDesk chat visitors to mailing lists, while integrations with HubSpot and SharpSpring help in synchronizing customer data and automating marketing and sales activities.
- Productivity Apps: ClickDesk can be integrated with tools like Slack, Trello, and Asana to streamline tasks and manage customer support efficiently.
- Helpdesk and Ticketing Systems: Integrations with Zendesk and Freshdesk allow for seamless management of support tickets and customer interactions.
These integrations are often set up using no-code solutions, such as Zapier or airSlate, which simplify the process of connecting ClickDesk with other applications.
Compatibility Across Platforms and Devices
ClickDesk is highly compatible and accessible across various devices and platforms:
- Cross-Platform Compatibility: The ClickDesk chat app works on all platforms and devices, including desktops, laptops, tablets, and smartphones. This ensures that both customers and support agents can access support channels from any device.
- Browser and Device Independence: Since ClickDesk is a cloud-based application, it does not require any downloads or installations. It can be accessed directly through a web browser, making it highly versatile and accessible.
- Language Support: ClickDesk supports over 90 languages through translation, which helps in engaging customers from diverse linguistic backgrounds.
Additional Features Enhancing Compatibility
- Live Chat and Helpdesk: ClickDesk offers live chat, voice chat, and video chat, along with a helpdesk system for managing offline dialogues and email. This multi-channel support ensures that customers can interact with the support team in the most convenient way possible.
- Mobility and Uptime: The app’s mobility features ensure that support agents can respond to chats, calls, and tickets from anywhere, at any time, as long as they have an internet connection.
Conclusion
In summary, ClickDesk’s extensive integration capabilities and broad compatibility across different platforms and devices make it an effective tool for enhancing customer service and support operations.
ClickDesk - Customer Support and Resources
ClickDesk Overview
ClickDesk offers a comprehensive suite of customer support options and additional resources, making it a versatile tool for managing customer interactions.Live Chat Support
ClickDesk’s live chat software allows your web visitors to chat, talk, or connect with you directly on your website. This includes web chat, voice chat, and video chat capabilities, enabling real-time engagement and support.Key Features:
- You can customize the live chat widget to match your website’s theme, including icon, size, color, and position.
- The live chat feature supports multiple languages, allowing both visitors and operators to communicate in their native language.
- Proactive chat greetings can be set up based on visitor location, URL, and other criteria to initiate conversations with potential leads.
Help Desk and Email Support
ClickDesk integrates a help desk system with its live chat tool, ensuring seamless management of customer tickets.Key Features:
- Users can create and manage support tickets via email, with the system automatically integrating these tickets into the help desk.
- You can assign tickets to different departments (e.g., sales, support) and set permissions for agents.
- Customizable macros allow for automated actions on specific ticket types, reducing manual effort and enhancing efficiency.
Mobile App Support
The ClickDesk mobile app enables you to manage customer support on-the-go.Key Features:
- You can take chats, manage helpdesk tickets, view visitor details, and manage agents directly from your smartphone or tablet.
- This feature ensures you can provide support anywhere, anytime, enhancing customer satisfaction.
Social Media and Web Conferencing Integration
ClickDesk also offers integration with social media and web conferencing tools.Key Features:
- Social media management allows you to handle customer inquiries from various social platforms.
- Web conferencing capabilities facilitate rich three-way conferences between agents and visitors, enhancing collaboration and support.
Analytics and Reporting
ClickDesk provides comprehensive analytics and reporting tools.Key Features:
- You can view real-time chat transcripts, download them in Excel format, or receive them via email periodically.
- Reports include chat duration, ticket status, and visitor activity, helping you monitor and improve your support team’s performance.
Additional Resources
- Customizable Ticket Management: Save answers to common questions as shortcuts to quickly respond to users and close tickets. You can also import old tickets into ClickDesk and save feedback or suggestions for later access.
- Security and Compliance: ClickDesk ensures a highly secure communication interface, preventing malicious scripts and intrusions through the chat window.
- Localization and Translation: The platform includes a translate function based on Google Translate, enabling support for global customers.
Integration with CRM Systems
ClickDesk can be integrated with CRM systems like Agile CRM, allowing you to manage customer tickets and live chats directly from the CRM interface. This integration enables you to view all chats and tickets related to a contact in one place.Conclusion
By leveraging these features, ClickDesk provides a comprehensive customer support solution that enhances engagement, efficiency, and customer satisfaction. ClickDesk - Pros and Cons
Pros of ClickDesk
ClickDesk offers several significant advantages that make it a viable option for businesses looking to enhance their customer support and engagement.
Free Forever Plan
ClickDesk provides a free plan that is suitable for startups or small businesses, allowing them to use the basic features without any monthly costs.
Multi-Channel Support
The platform supports various communication channels, including live chat, voice chat, email, and social media integration, making it versatile for managing customer queries from multiple sources.
Automation with Chatbots
ClickDesk’s chatbot helps automate responses, reducing the workload on human agents and providing quick answers to common queries.
Customizable Chat Widgets
Businesses can customize the chat widgets to match their branding, including changing the icon, size, color, theme, and position. This ensures consistency across different touchpoints.
Mobile Support
The Android mobile app allows support agents to respond to chats on the go, ensuring no query goes unanswered. However, it lacks an iOS app.
Real-Time Visitor Tracking
ClickDesk provides real-time visitor tracking, allowing businesses to see essential information about visitors, such as name, email, country, and chat history. This helps agents initiate proactive conversations.
Language Localization
The platform supports language localization, enabling visitors and agents to communicate in their native languages. It also includes a translation feature for chats in different languages.
File Sharing and Screen Sharing
ClickDesk allows users to share documents, photos, and presentations over chat, and also supports screen sharing for more in-depth clarity.
Integrations
ClickDesk integrates with various CRM software, social media platforms, and email marketing tools, providing a holistic view of customer interactions and making it highly adaptable for different workflows.
Cons of ClickDesk
Despite its advantages, ClickDesk also has some notable drawbacks.
Complex Interface
The interface, while clean and straightforward, can be complex to set up and configure, especially for those without technical skills.
Limited Customization Options
The customization options for the chat widget and chatbot are minimal. Users can only tweak basic aspects like greetings and transfer messages, and the chatbot follows a script rather than being highly customizable.
Limited Free Plan Features
The free plan lacks some advanced features that growing businesses might need, such as extensive customization and advanced analytics.
Basic Chatbot Capabilities
The chatbot is basic and struggles with complex conversations, often redirecting to human agents when queries deviate from the script. It lacks a self-learning mechanism and relies on manual updates.
Limited Analytics
ClickDesk lacks advanced analytics on traffic metrics, such as referral sources, time spent, or pages visited. The reporting and visualization capabilities are also limited, requiring users to interpret data from chat history.
No iOS App
ClickDesk does not have an iOS mobile app, which can be a significant drawback for businesses with agents using iOS devices.
Manual Integration Setup
Setting up integrations requires copying and pasting code into the site’s HTML, which can be error-prone and requires technical skills or customer support.
Overall, ClickDesk is a solid choice for businesses needing live chat and help desk support, but it has areas where it could improve, particularly in customization, analytics, and chatbot capabilities.
ClickDesk - Comparison with Competitors
When Comparing ClickDesk to Other Communication Tools
When comparing ClickDesk to other communication tools in the AI-driven product category, several key aspects and alternatives come into focus.
Unique Features of ClickDesk
- ClickDesk is a comprehensive live support solution that integrates live chat, voice chat, help desk, and a social toolbar for website customers. It stands out with its video and audio chat capabilities, which are particularly useful for customer service teams that need more personal and interactive communication channels.
Top Competitors and Alternatives
Whatsapp Business
- Whatsapp Business is one of the top competitors, holding a significant market share of 40.89%. It offers messaging services across various channels like SMS, WhatsApp, and Facebook Business Messenger, but lacks the video and audio chat features that ClickDesk provides.
Microsoft Office 365
- Microsoft Office 365, with an 18.80% market share, is another major competitor. While it offers a broad suite of office tools, its communication features are more generalized and not as specialized in live support as ClickDesk.
Slack
- Slack, with a 16.26% market share, is known for its team collaboration features but does not offer the same level of customer-facing live support that ClickDesk does.
Other Notable Alternatives
Tidio
- Tidio is a popular alternative, especially for SMBs and e-commerce businesses. It offers customizable chatbots, Shopify order management, and multi-channel support. Tidio’s pricing ranges from free to $499/month, and it is known for its easy-to-use interface and AI-driven customer service features. However, it lacks video and audio chat capabilities.
LiveAgent
- LiveAgent is another strong alternative, offering a multi-channel solution for live chat and ticketing. It features a universal inbox, real-time typing view, and detailed analytics. LiveAgent is best for small and midsize businesses and integrates with various CRMs and e-commerce platforms. Its pricing starts at $15/user/month, but it does not offer video or audio chat.
Olark
- Olark is a simple chat and messaging platform that excels in live chat transcripts, detailed reporting, and customizable chat widgets. It is best for small and midsize enterprises and offers a 14-day free trial. However, Olark lacks mobile apps and has limited data and reporting metrics compared to ClickDesk.
Zendesk
- Zendesk is a reputable customer service solution that provides omnichannel support, including live chat and voice calling. It features an agent workspace, live chat with an “Answerbot,” and a mobile app. Zendesk is more suited for large enterprises and lacks the video and audio chat features specific to ClickDesk.
Key Considerations
- Company Size and Industry: ClickDesk’s customer base is predominantly small to medium-sized businesses, with a significant presence in the United States, the UK, and India. If your business fits this profile, ClickDesk might be a good fit due to its specialized live support features.
- Feature Set: If video and audio chat are crucial for your customer service needs, ClickDesk remains a strong choice. However, if you prioritize chatbots, multi-channel support, or integration with other business tools, alternatives like Tidio, LiveAgent, or Zendesk might be more suitable.
In summary, while ClickDesk offers unique features like video and audio chat, other alternatives provide different strengths such as customizable chatbots, extensive integrations, and omnichannel support. The choice ultimately depends on the specific needs and preferences of your business.
ClickDesk - Frequently Asked Questions
Frequently Asked Questions about ClickDesk
How do I add live chat to my website?
To add live chat to your website, you can follow the simple setup guide provided by ClickDesk. Most new customers can start receiving live chats on their site in less than five minutes after signing up. You can enter your URL on ClickDesk’s homepage to see a demo of how it will look on your site. The process is straightforward, and if needed, ClickDesk’s support professionals are available to help you set up the live chat on your website.What are the pricing plans available for ClickDesk?
ClickDesk offers several pricing plans:- Free Plan: This plan is free and limited to 10 users, with features like 30 chats, basic settings customization, audio calling, and handling up to 25 tickets.
- Lite Plan: Priced at $14.99 per user per month (with discounts for annual and bi-annual subscriptions), it includes unlimited chats, chat transfer and groups, widget customization, and 99.5% uptime with SSL security.
- Pro Plan: Priced at $24.99 per user per month (with discounts for annual and bi-annual subscriptions), it includes features like video chat, chat conferencing, CRM integration, post-chat surveys, and 99.95% uptime with SSL security.
- Enterprise Plan: Priced at $39.99 per user per month (with discounts for annual and bi-annual subscriptions), it offers white-label features, unlimited domains, analytics, a dedicated account manager, and more.
Does ClickDesk support multiple languages?
Yes, ClickDesk supports more than 90 languages through translation, which helps in eliminating language barriers and allows you to communicate with customers in their native language.Can I use ClickDesk on multiple devices?
Yes, you can interact with your customers on ClickDesk from any device, including laptops, mobile phones, and tablets. This ensures you never miss an opportunity to converse with your clients regardless of your physical location.How secure is my data with ClickDesk?
ClickDesk ensures that your data is safe by using Google and Amazon servers. They do not share your information with third-party apps or services, and all data, including credit card information, is protected with SSL encryption.Can I customize the chat widget on my website?
Yes, ClickDesk allows you to customize the chat widget according to your needs. The paid plans offer advanced customization options, including the ability to customize text, colors, and language. You can also use custom CSS for further customization on the Enterprise plan.Does ClickDesk offer real-time messaging and canned responses?
Yes, ClickDesk provides real-time messaging using WebRTC technology, enabling peer-to-peer communication without the need for third-party plugins or downloads. Additionally, it offers canned responses and shortcuts that save operators time, especially when handling multiple chat sessions simultaneously.Can I integrate ClickDesk with other tools and platforms?
ClickDesk can be integrated with various tools and platforms, including CRM systems and APIs. The Pro and Enterprise plans specifically offer CRM integration and API access, making it easier to manage customer interactions within your existing systems.How do I get support if I encounter issues with ClickDesk?
ClickDesk offers multiple support channels, including live chat, email, and phone support. For the Enterprise plan, you also get priority support and a dedicated account manager. You can contact their support team 24/5 for any assistance you need.Can I use ClickDesk on websites built with Flash or Flex?
Yes, ClickDesk works on all websites, including those built completely on Flash or Flex. To avoid overlapping of the chat window with your Flash objects, you need to add `wmode=”transparent”` in your embed tags.Does ClickDesk have an SMS feature?
No, ClickDesk does not have an SMS feature. However, you can use the chat feature on your phone via Google Talk, provided you have an active WiFi or data connection.