Strike up a conversation

Reach your customers instantly via web, mobile and messaging
Image: Zendesk Chat Product Logo

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

Pre-chat & offline 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.

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.

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.

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.

Analyse

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 analyse 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.


More Analytics

Customise

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 customisable 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 customised 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.

More customisation

ORGANISE

Grow with the flow

Delivering quality support while growing your business can be hard. Our sophisticated workflow management features makes things easier.

Watch a demo

Chat Routing

Automatically assign incoming chats to active agents. This ensures your customers receive prompt support and your agents are not overloaded.

Chat Tags

Add tags to your chats, give your conversations context, and better understand your customers.

Departments

Organise 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.

Scale your team

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.

Read more about 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 nicely 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 optimised widget

The chat widget is optimised 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.

Let's Chat

See how it works
Watch a demo

Join us for a product demo

We'll showcase the benefits of live chat and walk you through a demo of Zendesk Chat.

Watch the demo