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Zendesk Live Chat Software Review


ConsumersAdvocate.org Rating: 4.4 / 5 (Excellent)
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Originally founded in Copenhagen, Zendesk is a software development company based in San Francisco. The company offers multiple products aimed towards enhancing interaction between staff and customers. Its live chat product, Zendesk Chat, connects representatives with customers on websites, in applications, and on mobile devices.
 
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How Do We Rate Zendesk?

Breakdown

4.5/5
Cost
4.5/5
Features
4.5/5
Support

Our Overall Rating: 4.4 / 5 (Excellent)

Zendesk numerous AI features and comprehensive reporting technology make it a strong contender in the live chat software market. It's ability to implement on mobile devices, as well as through Facebook Messenger and LINE further improve the platform's final score. Zendesk's security features are definitely a drawback, but thanks to a 30-day trial period, users can make sure this is the live chat they want to stick with.

Zendesk Chat/Messaging Channels

Cost - 4.5 / 5

Zendesk Chat is practical, able to run on both desktop and mobile. In addition, the Zendesk Message software it can be paired with has the ability to integrate with two in-app digital channels, Facebook Messenger and Line.
Platforms
Desktop
Mobile
Digital Channels Available
Facebook Messenger
In-App
Line

Zendesk AI and Bot Capabilities

Features - 4.5 / 5

Zendesk Chat is rich in AI features. The platform has extensive interaction and conversation commands, while also offering rich messaging and customer routing. Furthermore, its counterpart Zendesk Messaging allows for chatbot technology.
Chatbot Enabled
Yes
Simple AI Features
Customer Routing
Advanced AI Features
Automate Business Practices
Organize Conversations
Interaction Mapping
Clone Interactions
Rich Messages
3rd Party Integration
Conversation Archives
API

Zendesk Reporting

Support - 4.5 / 5

Zendesk Chat offers highly customizable reports on a number of data points. The company offers particular detail in its reporting of conversation statistics, such as as time figures and satisfaction, among other important elements. Zendesk Chat can also report on overall agent performance, and conversion information in regards to sales.
Customizable Reports
Yes

Reporting Features

  • Number of Conversations
  • Conversation Lengths
  • Agent Performance Details
  • Customer Satisfaction with Interaction

Data Reporting

  • Conversion Rates
  • Volume

Zendesk Security

Security - 3.5 / 5

Zendesk does not list any security features for its live chat. The company does offer an additional customer service security feature, but the offering does not match any of the attributes we consider for this factor.

Zendesk Pricing

Pricing - 4.5 / 5

Zendesk Chat provides consumers with a free 30-day trial period so they can determine if the live chat software is right for their organization's needs. After starting the 30-day trial, users can upgrade to one of Zendesk's three subscription plans at any time.
Pricing Model
By User
Plan Cost
Team - from $14 per agent per month Professional - from $29 per agent per month Enterprise - from $59 per agent per month

Company Profile

Full Name
Zendesk Live Chat Software
Company Website
https://www.zendesk.com
Headquarters
1019 Market St, San Francisco, CA, 94103

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Top Rated
Our Partner
  • Functions across SMS, Facebook Messenger, WhatsApp, Apple Business Chat, WeChat, Line, customers' websites and mobile apps
  • Advanced analytics to benchmark, monitor, and optimize critical KPIs in real time.
  • Intuitive point and click interface speeds development of AI-powered bots
  • AI-engine features advanced natural language understanding
  • Unique expertise based on 20 years bot development and optimization experience
  • 18,000 businesses served to date
  • Innovative NLU engine detects consumer intent, identifies conversations to automate, and helps inform business decisions.
  • Cloud-based workspace to manage agents, bots, and conversations via desktop, iOS, and Android devices.
  • Integrates with customers' CRMs, data and inventory management, scheduling, and other key systems

 

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