Zendesk Chat – Live Chat And Communication Software Review


You’re searching for the perfect live chat software and you’ve found Zendesk Chat. Is it right for you? This detailed review will help you decide.

You’ll uncover its features, cost, and customer support, and see how it stacks up against rivals. Whether you’re a small startup or a large enterprise, this article will provide all the info you need.

So, hop in and discover if Zendesk Chat can elevate your customer communication.

Key Takeaways

  • Zendesk Chat is primarily used for live chat communication and requires a human operator.
  • To have a chatbot, a developer is needed to build it using Zendesk’s Conversations API and third-party chatbot providers.
  • Zendesk Chat offers basic customization options through the Zendesk Chat SDK.
  • Zendesk Chat has limited integrations, mostly built by Zendesk, and additional integrations require user and developer input.

What is Zendesk Chat?

Zendesk Chat is your go-to solution for real-time, human-operated live chat communication, primarily used for interacting with your customers online.

It’s a tool that’s part of the broader Zendesk suite of products, and it’s designed to facilitate seamless, hassle-free communication between you and your customers.

With features like active visitor monitoring, chat history, and analytics, you’re empowered to provide top-notch customer service.

You can track customer engagement and website activity, leading to better understanding of your customers’ needs.

Not only does it offer unlimited storage for chat history and transcripts, but it also provides real-time monitoring and reporting for metrics and analytics.

Zendesk Chat is a robust, easy-to-use solution that can significantly enhance your online customer interactions.

Key Features of Zendesk Chat

You’ll find that the key features of Zendesk Chat are designed to streamline your online customer interactions and improve your service efficiency.

This platform offers a customizable chat widget, enabling you to match your brand’s aesthetics.

With its AI-powered chatbot integration, you can automate responses and gather vital customer information.

Zendesk Chat also features triggers for targeted, behavior-based messages, enhancing your customer engagement.

You’ll appreciate the pre-chat and offline forms that collect customer data and facilitate communication even when agents are unavailable.

The chat and agent reporting functions provide valuable insights into chat volume, agent productivity, and customer satisfaction.

With its robust features, Zendesk Chat empowers you to elevate your customer service experience.

Who is Zendesk Chat Best For?

If you’re running a business that relies heavily on real-time customer interaction, Zendesk Chat might be an excellent fit for your needs.

It’s ideal for businesses of varied sizes, from small startups to large corporations, looking to provide instant, quality customer service.

Whether you’re an e-commerce store, an educational platform, or a tech company, Zendesk Chat’s robust features can enhance your customer relations.

It’s also a boon for firms with a global customer base, offering support in over 40 languages.

However, if your team lacks technical expertise, integrating AI-powered bots might be a challenge. Also, it’s pricier than some alternatives, so it mightn’t suit businesses on a tight budget.

But if you prioritize real-time customer engagement, Zendesk Chat could be a wise investment.

Use Cases for Zendesk Chat

While you’re considering whether Zendesk Chat is right for your business, it’s important to understand its potential use cases.

As a customer support tool, it’s perfect for real-time communication with your customers. This can help to quickly resolve any issues or queries they might have.

If you run an e-commerce store, you can use it to guide customers through their buying journey, providing immediate answers and increasing conversion rates.

For sales teams, Zendesk Chat can be used to engage potential leads and convert them into customers. It’s also ideal for IT help desks looking to provide immediate assistance to users.


One major advantage you’ll appreciate about Zendesk Chat is its seamless integration with other Zendesk products, allowing for a comprehensive customer service experience.

This feature helps streamline your support process, making it more efficient.

Zendesk Chat also boasts a customizable chat window which you can adapt to match your brand’s style and vibe.

Another pro is the comprehensive analytics and weekly reports provided by the software.

This means you’re always in touch with your customer interactions, helping you make data-driven decisions to improve your service.

It offers a free plan, making it accessible to businesses of all sizes. The availability of desktop and mobile apps ensures you can assist customers anytime, anywhere.

You’ll appreciate the 24/5 customer support, ready to help you navigate any challenges.

  • Seamless integration with Zendesk products.
  • Streamlines your support process.
  • Customizable chat window available.
  • Provides comprehensive analytics and reports.
  • Helps in making data-driven decisions.
  • Free plan available for all businesses.
  • Offers 24/5 customer support.


Despite all the advantages, you might find a few drawbacks with Zendesk Chat that could impact your decision.

The interface has a somewhat outdated feel which may not appeal to everyone.

While it integrates seamlessly with Zendesk products, the options for integration outside of the Zendesk platform are limited.

If you’re looking to use AI-powered bots, you’ll need to integrate them via API, which can be a hassle. Some of the useful features are only available on the higher-tier plans.

While Zendesk Chat provides comprehensive analytics, other live chat platforms offer similar insights at lower prices.

This means if cost-effectiveness is a priority, you might want to explore other options.

  • Outdated interface might not appeal.
  • Limited integration outside Zendesk.
  • AI-powered bots require API integration.
  • Useful features on higher-tier plans.
  • Similar insights available at other platforms at lower prices.

Alternatives to Zendesk Chat

So, if you’re not entirely sold on Zendesk Chat due to its limitations or cost, there are several other live chat software options you might want to consider. and Olark, for instance, offer similar live chat services, while Freshchat and HelpCrunch provide more comprehensive customer communication tools.

LiveChat is another alternative known for its ease of use and robust features. Tidio, on the other hand, stands out with a unique blend of live chat, bots, and marketing automation.

Lastly, Freshworks offers a full suite of customer engagement tools like Zendesk, but some users find it more affordable.

Final Verdict

While you might be drawn to the seamless integration of Zendesk Chat with other Zendesk products, it’s essential to weigh its pros and cons before making a final decision.

The software excels in providing a simplistic, user-friendly live chat experience, comprehensive analytics, and a customizable chat window.

However, its outdated chat window and limited non-Zendesk integrations might be a deal-breaker for some.

You’ll need to use an API to integrate AI-powered bots. If you’re already using the Zendesk suite or plan to do so, the value of Zendesk Chat increases significantly.

Otherwise, consider your specific needs and budget before choosing.

Frequently Asked Questions

What Specific Languages Does Zendesk Chat Support?

It’s multilingual, supporting over 40 languages. This makes it great for businesses with a global customer base, ensuring you can communicate effectively with your clients.

Can Zendesk Chat Be Integrated With Social Media Platforms?

Yes, you can integrate Zendesk Chat with social media platforms. However, it’s not a built-in feature. You’ll need a developer to create this integration using Zendesk’s API or third-party integration tools.

How Does Zendesk Chat Ensure the Privacy and Security of the Chat Data?

Zendesk Chat ensures your chat data’s privacy and security through encryption, strict access controls, and compliance with global data protection regulations. They’re committed to safeguarding your data while providing top-notch service.

Are There Any Training Resources Available to Learn How to Use Zendesk Chat Effectively?

Yes, there’s a wealth of training resources for Zendesk Chat. You can access webinars, guides, tutorials, and a community forum via their website. It’s a great way to enhance your proficiency with the software.

Can the Chat Transcripts in Zendesk Chat Be Exported for Further Analysis?

Yes, you can export chat transcripts in Zendesk Chat for further analysis. Just navigate to the ‘History’ tab, select the specific chats, and click ‘Export’. You’ll receive them in a CSV file via email.

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