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Zendesk Chat

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Zendesk Chat

Pitch
Zendesk Chat - reach your customers, instantly via web, mobile, and messaging. Add chat to your website or connect your messaging channels and start talking to customers in minutes. Chat and Message let you help customers in real time, which increases customer satisfaction. And satisfied customers are happier customers

Features of product

Проблемы Pain points
  • No automated business processes
  • Customer retention
  • Low quality of customer service
  • Low quality of customer support
  • Decentralized IT systems
  • Failure to attract new customers
  • Separate communications channels
Ценности Business Values
  • Reduce Costs
  • Increase Customer Base
  • Improve Customer Service
Матрица сравнения с конкурентами Matrix of comparison with competitors
Описание

About Product

Features:

  • 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.

 

PROACTIVE ENGAGEMENT

Reach out and talk to customers before they even ask a question. Innovative clothing rental company Le Tote uses an automated trigger to offer help to customers who are lingering on the checkout page. By proactively engaging customers during the buying process, Le Tote is able to reduce cart abandonment and increase conversions.

 

POWERFUL METRICS

Analytics plays an important role in chat and messaging. It sheds light on customer satisfaction, agent performance, and helps identify issues before they become problems. Better numbers and quality reports let you measure successes and stay on target.

 

Wherever you go, there they are

Chat and Message allow your agents to engage customers over websites, mobile apps, and popular messaging apps like Facebook Messenger, Twitter, and LINE. That means you can build relationships with customers in the places they prefer.

 

MULTICHANNEL

Customer support isn’t limited to chat. The Zendesk platform lets agents switch between serving chats, phone calls, emails, or social media messages. And with the Zendesk Web Widget, customers can ask for help or find the answers themselves, all without interrupting their shopping experience.

 

ENGAGE

Customers are three times more likely to make a purchase when you proactively send them a message. Using Chat, you can track your customers and engage them at just the right moment.

 

Triggers

Send targeted and behavior-based messages to customers. For example, you can help customers complete their purchase by automatically reaching out with a chat.

 

 

Pre-chat forms

Ask your visitors for their contact information before starting a chat. This helps you triage chat requests and prioritize high-value customers.

 

 

Visitor list

Fishing charter company Fishfishme uses Chat to monitor its website visitors and the pages they are browsing. This lets them target specific users and offer help when they need it.

 

 

Offline forms

Your website never sleeps – even if you do. Leave offline forms enabled on your website and ensure customers can contact you while you are away.

 

 

Chat ratings

Chat offers the highest satisfaction rating of any support channel, but there’s always room for improvement. Use chat ratings to gather feedback and continue to improve your performance.

 

 

File sending

“A picture is worth a thousand words.” It’s a cliché, but in customer support it never gets old. Share any file with your customer—a screenshot, a product guide, even an animated GIF—and solve problems faster.

 

ANALYZE

 

  • 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.

 

 

 

CUSTOMIZE

  • 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. 

 

ORGANIZE

  • 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.

 

GO SOCIAL

  • 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

  • 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.
Характеристики

Characteristics

CRM Type

Operational;Analytical

Data location

On-demand

Functionality

Sales Management;Marketing Management;Customer Service Management;Contact Center

Application Type

Desktop application;Mobile application

System customization
Security and administration
Customer base
Customers document flow
Omnicanal communications

IP-telephony;Chat;E-mail;Social networks;Messengers

Business Process Management