Product Overview of Zendesk Chat
Zendesk Chat is a sophisticated live chat support system designed to enhance customer interactions and provide seamless support within the Zendesk Agent Workspace. Originally known as Zopim, Zendesk Chat has evolved into a multifunctional tool that understands customer behavior without being intrusive.
What Zendesk Chat Does
Zendesk Chat enables businesses to offer real-time customer support directly on their websites or through their help centers. This tool facilitates immediate communication between customers and support agents, helping to resolve queries quickly and efficiently. It integrates well with other Zendesk products, such as Zendesk Support, to create a unified customer service experience.
Key Features and Functionality
1. Chat Client and Agent Console
Zendesk Chat includes a customizable chat client that allows direct communication between customers and agents. 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 deliver quick and satisfactory support.
2. Appearance Customization
The chat widget can be customized to match the brand’s identity, including the ability to change colors and add custom icons. This ensures a cohesive look and feel across the website.
3. Proactive Chats & Triggers
Zendesk Chat offers proactive chat features that initiate conversations with visitors based on their behavior, such as browsing time on the site. This proactive approach helps in guiding visitors and boosting customer retention.
4. Pre-chat Forms and Offline Mode
Before starting a chat, visitors can be asked to provide basic contact information through pre-chat forms. The offline mode allows visitors to submit queries when no agent is available, and these queries can be saved and forwarded to agents via email.
5. Canned Messages
Agents can use pre-composed messages to quickly respond to common customer queries, reducing the workload and ensuring swift responses.
6. Tracking & Live Analytics
Zendesk Chat provides comprehensive analytics and reporting, compiling user data into hourly reports. This helps in tracking the efficacy of the service and optimizing it further. The analytics include metrics such as visitor tracking, customer content rate, agent performance, and problem resolution time.
7. Customizable Chat Protocols
Businesses can create customizable chat protocols based on their specific needs and server capabilities. This flexibility is particularly useful for both small-scale and large businesses, allowing them to tailor the chat functionality to their requirements.
8. Integration with Help Center
Zendesk Chat can be integrated into the help center through the Web Widget, allowing end users to initiate chat sessions with agents directly from the help center. This integration ensures a seamless support experience across different channels.
Benefits
- Automated Chats and Rapid Response: Zendesk Chat automates chats and ensures rapid responses to customer questions, enhancing the overall customer support experience.
- Lead Tracking: The system helps in identifying and tracking visitors who are likely to be converted into leads by analyzing their behavior and navigation habits.
- Performance Tracking: It allows businesses to track customer content rate, agent performance, and the time taken to resolve problems, providing valuable insights for improvement.
In summary, Zendesk Chat is a powerful tool that enhances customer support by providing real-time communication, proactive engagement, and comprehensive analytics. Its customizable features and seamless integration with other Zendesk products make it an ideal solution for businesses of all sizes.