• Anticipate customer questions and offer help when—and where—they need it most.
• Raise your sales. Customers are 3X more likely to make a purchase when you reach out with a chat.
• Less wait, more happy. Chat and messaging let agents help more customers in less time, which means happier customers more of the time.

• Chat and agent reports: Track your chat volume, monitor agent productivity, and analyze metrics to anticipate customer needs and increase satisfaction.
• Real-Time Monitor: Monitor live data on chat volume, visitor experience, and agent performance.
• Conversion tracking: Create business goals to measure how often your customers complete target objectives—like making a purchase or signing up for your newsletter.

• Good looking out. The chat widget is an important brand touchpoint. Make sure it looks like you, so customers know who they’re talking to.
• Chat Badge. Our customizable Chat Badges let you put an inviting face on the chat widget. Choose from different layouts and themes, or even change the picture completely. The choice is yours.
• Web SDK. Build a fully customized end-user facing chat widget to offer visitors a unique and consistent experience.
• Third-party services. Chat can be added to any CMS including WordPress, Drupal, Joomla, Wix, SquareSpace, Shopify, Prestashop and Magento. 

• Delivering quality support while growing your business can be hard. Our sophisticated workflow management features makes things easier.
• Chat Routing. Automatically assign incoming chats to active agents. This ensures your customers receive prompt support and your agents aren’t overloaded.
• Chat Tags. Add tags to your chats, give your conversations context, and better understand your customers.
• Departments. Organize your agents into different teams based on skills, language, expertise, or even brand.
• Operating Hours. Create a daily or weekly schedule for the chat widget and only appear online during your business hours.
• Shortcuts. Create templated responses for common requests and deliver swift replies to customers.
• Roles and Permissions. Specify granular permissions for agents, and control what they have access to in Zendesk Chat.

• Zendesk Message lets your Chat agents connect with customers on messaging apps in a scalable, efficient way. Agents can manage multiple messaging profiles on one dashboard, get historical context on customer conversations, and transfer customer questions from your chatbot into Message.
• Multi-profile linking. Link multiple profiles from Facebook, Twitter, and Line. Funnel all conversations to a central location for your agents to manage.
• Timeline. Jump back to different points in a customer’s conversation history at the click of a button.
• Chatbot handover. Bring questions from your chatbot over to Message when customers ask to speak to an agent. This feature is currently only available for Message, not Chat.

• Mobile chat SDK. Add live chat to your mobile app using our 
• developer-friendly SDK. With just a few lines of code, your customers can ask for help without ever leaving your app.
• Mobile optimized widget. The chat widget is optimized for any and all screen sizes, ensuring your customer has a consistent experience across all their devices.
• Mobile apps. Chat apps for Android and iPhone keep support going when agents are on the move.

• Anticipate customer questions and offer help when—and where—they need it most.
• Raise your sales. Customers are 3X more likely to make a purchase when you reach out with a chat.
• Less wait, more happy. Chat and messaging let agents help more customers in less time, which means happier customers more of the time.

• Customer service for humans. Build trust with customers by offering responsive, personalized, support on the channels they prefer.
• Powerfully productive agents. Set agents up for success with effective tools for collaboration, information gathering, and automation.
• Self-service satisfaction. Give customers 24/7 support with easy access to the answers they need, wherever they are.
• Easy does it. Relationships with customers can be complex, but the tools to manage them shouldn’t be. Zendesk Support is intuitive, built with customer support agents in mind. And set-up takes days, not months, which means less training for agents and happier teams overall.
• Make it yours. Zendesk Support is designed to be flexible because no two businesses are exactly alike. Configure any workflow, from the simplest to the most complex, extend your agent’s help desk with hundreds of available apps, or design sophisticated customizations with our API. Everything is possible.
• Come to a better understanding. Zendesk Support provides clear visibility into customer interactions, which helps better serve their needs. This is important because personalized service requires greater context. Using our customer analytics and machine learning capabilities, you can better understand and predict customer satisfaction, measure performance, and uncover actionable insights across your data.
• Our people are your people. Zendesk Support is backed up by a team of experts. Our Advocate Team offers worldwide support across email, phone, and chat – helping you solve problems, not just tickets. Our Success Team can also work as an extension of your team. Through focused service engagements, we can set goals and create strategies across all stages of growth to optimize the experience for your customers.

• Customer service for humans. Build trust with customers by offering responsive, personalized, support on the channels they prefer.
• Powerfully productive agents. Set agents up for success with effective tools for collaboration, information gathering, and automation.
• Self-service satisfaction. Give customers 24/7 support with easy access to the answers they need, wherever they are.
• Easy does it. Relationships with customers can be complex, but the tools to manage them shouldn’t be. Zendesk Support is intuitive, built with customer support agents in mind. And set-up takes days, not months, which means less training for agents and happier teams overall.
• Make it yours. Zendesk Support is designed to be flexible because no two businesses are exactly alike. Configure any workflow, from the simplest to the most complex, extend your agent’s help desk with hundreds of available apps, or design sophisticated customizations with our API. Everything is possible.
• Come to a better understanding. Zendesk Support provides clear visibility into customer interactions, which helps better serve their needs. This is important because personalized service requires greater context. Using our customer analytics and machine learning capabilities, you can better understand and predict customer satisfaction, measure performance, and uncover actionable insights across your data.
• Our people are your people. Zendesk Support is backed up by a team of experts. Our Advocate Team offers worldwide support across email, phone, and chat – helping you solve problems, not just tickets. Our Success Team can also work as an extension of your team. Through focused service engagements, we can set goals and create strategies across all stages of growth to optimize the experience for your customers.

• Grow what you know. Capture your agents’ collective knowledge and build on it over time to respond to support requests more effectively.
• Give them the good stuff. Give customers the most relevant answers and information automatically—and in context—for a faster self-service experience.
• Be better with bots. AI powered Answer Bot can resolve high-frequency, low-touch tickets by sending customers relevant articles while they wait for an agent.
• Get smarter as you go. Measure and score the popularity and effectiveness of your content to see what needs work, and what you should write next.
• A powerful pair. Zendesk Support works with Guide to make your knowledge base smarter. When customers use self-service, Guide tracks that activity and sends it to Support in the form of contextual insights in Pathfinder that help agents analyze customer activity and solve tickets faster. This info is fed back into Guide, which continuously improves and refines the info it offers to both agents and customers.
• You have what it takes. With Guide, setting up a well-stocked knowledge base is easy. The Knowledge Capture app allows agents to turn every customer interaction into new content, flag old content for improvements, and even search for articles to share in tickets. This continuous feedback loop creates a treasure trove of knowledge for agents—both new and old—and helps get your self-service up and running right out of the gate.
• Know thy self-service. Guide lets you create a single version of your content and then distribute it everywhere at once. You don’t have to worry about device incompatibility or what version of content is out in the wild. Articles are automatically optimized so they’re easy to find on search engines or on your own help center. And with Zendesk Embeddables, the most relevant articles are matched and recommended to customers based on their browsing activity.
• Thanks a bot. The Guide Answer Bot lends agents a helping hand, reducing their workload and freeing them up to focus on problems that require a human touch. Using artificial intelligence, Answer Bot automatically resolves high-frequency and low-touch tickets by suggesting relevant articles to customers while they wait for an agent. And Answer Bot keeps getting smarter. It learns from each customer interaction and trains itself to deliver more relevant and customized content with each solved ticket.

• Anticipate customer questions and offer help when—and where—they need it most.
• Raise your sales. Customers are 3X more likely to make a purchase when you reach out with a chat.
• Less wait, more happy. Chat and messaging let agents help more customers in less time, which means happier customers more of the time.

• Customer service for humans. Build trust with customers by offering responsive, personalized, support on the channels they prefer.
• Powerfully productive agents. Set agents up for success with effective tools for collaboration, information gathering, and automation.
• Self-service satisfaction. Give customers 24/7 support with easy access to the answers they need, wherever they are.
• Easy does it. Relationships with customers can be complex, but the tools to manage them shouldn’t be. Zendesk Support is intuitive, built with customer support agents in mind. And set-up takes days, not months, which means less training for agents and happier teams overall.
• Make it yours. Zendesk Support is designed to be flexible because no two businesses are exactly alike. Configure any workflow, from the simplest to the most complex, extend your agent’s help desk with hundreds of available apps, or design sophisticated customizations with our API. Everything is possible.
• Come to a better understanding. Zendesk Support provides clear visibility into customer interactions, which helps better serve their needs. This is important because personalized service requires greater context. Using our customer analytics and machine learning capabilities, you can better understand and predict customer satisfaction, measure performance, and uncover actionable insights across your data.
• Our people are your people. Zendesk Support is backed up by a team of experts. Our Advocate Team offers worldwide support across email, phone, and chat – helping you solve problems, not just tickets. Our Success Team can also work as an extension of your team. Through focused service engagements, we can set goals and create strategies across all stages of growth to optimize the experience for your customers.

Zendesk Guide Features: