18th May, 2018 | Blog |

8 Reasons to Use Zendesk Chat when Engaging Customers

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Looking for a better way to engage with your customers? Zendesk Chat could be the first step in your quest for better customer experience. This communication and live chat widget is designed to support companies hoping to become more competitive in the modern user-focused market. Previously known as "Zopim Live chat" Zendesk Chat features a broad selection of useful functionalities, as well as a high-quality personalised environment for improving brand loyalty.

In a world where organisations everywhere are struggling to understand customer behaviour, Zendesk Chat helps companies to find the trigger points in their customer relationships. Additionally, Zendesk chat still maintains a lot of the flexibility of Zopim's flexible pricing structure, so you can still use this system if you're a small business on a limited budget. Here are just 8 reasons why you might consider using Zendesk chat with your customers.

1. An Intuitive and Proactive Chat Feature

Omnichannel is the name of the game for many customer service communities in companies today. If you want to give your customers the best possible experience with your brand, then you need to be able to respond to them quickly and effectively - in a location that suits their need. The Zendesk Support system is highly intuitive, with chat that's built to empower live support agents. Everything you need to connect with customers exists on the same desk, with an easy-to-use interface. You can even automate your chat experiences with "triggers", so you can reach out and talk to customers before they even ask a question.

2. Track and Monitor Website Visitors

With Zendesk's chat dashboard, you can browse through your dashboard and focus your attention on people who need your help the most. This means that more significant problems are addressed faster, leading to better customer satisfaction management. Additionally, with Zendesk chat, you get to monitor all your conversations in one place, with the ability to bring in interactions from anywhere with pre-defined ticket responses, web widgets, and customer search histories. Essentially, you get everything you need to give customers the support they're looking for.

3. Powerful Metrics for Optimisation

Great customer experience isn't just about implementing new strategies and hoping for the best. If you want to get great results from your campaigns, then you need to spend at least some time on your analytics. The right analytics can play a huge role in your customer services, helping to shed a light on agent performance, customer satisfaction, and more. With Zendesk chat metrics, you can identify customer problems quickly, and resolve them before they begin to escalate.

4. You can Personalise your Online Identity

Your web presence is often the first chance you'll have to make a lasting impression on your target audience. You'll want your website to demonstrate the unique elements of your brand and company identity, and Zendesk allows you to accomplish this with ease. The Zendesk Chat customisable badges allow you to select from a range of themes and layouts or change your image entirely. Additionally, Zendesk is designed to be flexible from the ground up. While it can work on templates straight out of the box, you'll also have the option to add apps and integrations to make your Zendesk experience more insightful.

5. An Omnichannel Approach to Service

As mentioned above, one of the things that make Zendesk chat so exciting is the fact that it allows you to maintain a conversation with your customer on their preferred channels. Today's customers aren't happy with simply calling a company for help, they want personalised support on everything from SMS to web chat. With Zendesk chat, you can switch between social media, voice and chat to offer unlimited support tailored to your clients' needs.

6. Ready for the Future Generation

As your company begins to evolve, you'll want a chat solution that can appeal to a new generation of customers. With Zendesk's live chat function, you can appeal to younger customers who would prefer to discuss their issues online than over the phone. This could help to set you apart from other companies in your industry and give you the differentiating factor you need to boost profits.

7. Increase Sales with Personalised Service

Chat services aren't just appealing to younger customers, they're also a great way to improve the way you connect with your entire audience. Live chat from Zendesk increases your chances of high-value engagement and experiences, by allowing you to reach out and build relationships with buyers. You can even personalise your services to suit your audiences with advanced analytics tools and visitor targeting.

8. Scalability

Finally, one of the best things about Zendesk Chat is that it comes connected to the rest of the Zendesk portfolio, which includes Zendesk support, analytics, call centre software, knowledge base, and self-service. Whatever you need to delight your customers, Zendesk can help.

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