Reach your customers, instantly via web, mobile, and messaging
A chat is worth a thousand emails
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.
ENGAGE
Let your fingers do the talking
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.
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.
Pre-chat forms
Use pre-chat forms to ask visitors for their contact information before starting a chat, or offline forms to ensure customers can contact you even while you’re away.
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.
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.
Chatbots
Integrate AI-powered bots into Chat using our API. Learn more about how to automate simple, time-consuming tasks and provide your agents a helping hand.
ANALYZE
See how you measure up
Get a bird’s eye view of your chat and agent activity so you have the data to ask the right questions.
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
Grow with the flow
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.
Operating Hours
Create a daily or weekly schedule for the chat widget and only appear online during your business hours.
Chat Tags
Add tags to your chats, give your conversations context, and better understand your customers.
Shortcuts
Create templated responses for common requests and deliver swift replies to customers.
Departments
Organize your agents into different teams based on skills, language, expertise, or even brand.
Roles and Permissions
Specify granular permissions for agents, and control what they have access to in Zendesk Chat.
GO SOCIAL
Get the message
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.
Analytics
Make sense of all your conversations on messaging apps with metrics like customer satisfaction, response time, resolution time, and more
MOBILE
Play nice with any device
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.
