I like it because it is a simple tool that allows us to easily help our clients with just a chat. Our support team is also much more efficient because using a keyboard is faster than a telephone call.Technically the application is simple for the user who contacts the support since it is only a chat but the support dashboard is very powerful and allows us to configure a lot of options, such as automatic response bots, look at statistics or check the system in real time
Zendesk Chat is also great because:
- It allows to organize the structure of your support team in departments so that the management is more agile and tasks are shared among the team
- You can block certain chat users to avoid spam or misuse
- The application is very simple but perfectly fulfills its purpose
- You can also check the registration of user visits to your website through Zendesk Chat
The application is not very big to have significant disadvantages but to say some it could be that, for example, when a user contacts with support does not say in which page is currently, if it could be used to assign this user to the most indicated department.
I recommend Zendesk Chat if you are looking to provide support to your users in a simple way but that works well and at a fair price.
Previously we used phone support but we understood that customers do not want to call by phone to solve doubts that simply need a short phrase or simply do not want to use the phone.