Strike up a conversation
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.
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.
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.
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 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.
“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.
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.
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.
Monitor live data on chat volume, visitor experience and agent performance.
Create business goals to measure how often your customers complete target objectives—like making a purchase or signing up for your newsletter.
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.
Grow with the flow
Delivering quality support while growing your business can be hard. Our sophisticated workflow management features makes things easier.
Automatically assign incoming chats to active agents. This ensures your customers receive prompt support and your agents are not overloaded.
Add tags to your chats, give your conversations context, and better understand your customers.
Organise your agents into different teams based on skills, language, expertise or even brand.
Create a daily or weekly schedule for the chat widget and only appear online during your business hours.
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.
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.
Chat apps for Android and iPhone keep support going when agents are on the move.