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Zendesk Chat

By zendesk_official

Communication & Messaging / Transactional Email

Reviewed by Abdul Hameid

Trusted WordPress expert with 20+ years of experience evaluating plugins for the WP ecosystem.

Zendesk Chat Review - In-Depth Analysis

Zendesk Chat allows real-time communication with website visitors to enhance customer support and increase sales. It features a customizable chat widget and advanced analytics.

Performance Overview

WPS Score

6.88/10

User Rating

4/5 (based on 27+ reviews)

Active Installations

10,000+

Update Frequency

Average It is calculated using the weighted average of same category plugins.

Security Score

1 / 10 (Very Low Risk) It is calculated using the weighted average of all versions.

What It Does

Did you know that 83% of consumers need some kind of customer support when making an online purchase? And 45% of customers abandon an online transaction if their questions or concerns are not addressed quickly.

Businesses that interact with potential customers online are better placed to build a connection and increase their revenues. The Zendesk Chat app will let you answer your customer’s questions in real time and ease them into a purchase.

With Zendesk Chat, visitors to your website will be able to chat directly with you through the widget and you can manage multiple conversations through the online Dashboard.

Key Features include a mobile optimized chat widget, proactive chat triggers for engagement, and an analytics dashboard to monitor visitor flow and usage patterns.

Zendesk Chat is the most popular live chat provider in the world, loved by over 150,000 businesses. It offers a simple and customizable chat widget, a user-friendly dashboard, and 24-hour live chat support in over 40 languages.

After enabling the plugin, head on to the widget customization page to change settings and integrate its look and feel to match your site. When done, enable it by visiting the account configuration page and completing the instant signup process.

Comparing to Alternatives

Zendesk Chat is a popular live chat plugin with a solid user base, but it faces competition from several well-established alternatives offering similar features.

Top alternatives

Strengths

Easy to set up and use with a user-friendly interface
Offers a free version suitable for small websites
Mobile app support allows chat management on the go
Customizable chat widget and email summary feature
Low security risk with a past vulnerability fixed promptly

Weaknesses

No clearly promoted pro version with advanced features
Some users report slow website performance when using the plugin
Login issues reported by some users with the WordPress plugin
Automatic subscription renewal policies have caused dissatisfaction

User Sentiment Analysis

With an overall rating of 4 out of 5 stars and 66.7% five-star reviews, most users appreciate Zendesk Chat's ease of use and functionality. However, about 22% of ratings are 1 or 2 stars, reflecting notable user frustrations.

Positive highlights

'Very good application easy and fast' – albaintrade
'Very useful chat plugin with mobile app and email summary' – netart.gr
'Offers live chat support for 1 agent free, customizable' – netart.gr

Common complaints

Automatic subscription renewal without clear user consent
Plugin does not allow login to existing Zendesk accounts
Significant slowdown of website performance
Lack of support and functionality issues, including mobile site problems

Weaknesses

Login difficulties with the WordPress plugin
Performance impact on website speed
Customer service issues regarding billing and refunds
Some users report the plugin does not work as expected

Who Should Use This?

Best for

Small to medium-sized websites looking for a free, easy-to-use live chat solution with mobile app support and basic customization.

Not ideal for

Users requiring advanced features, seamless integration without login issues, or those sensitive to website performance impacts and automatic billing policies.

Pricing & Value

Free version includes

The free version supports one agent with customizable chat features and mobile app access, suitable for low to moderate traffic websites.

Final Verdict

Zendesk Chat offers a straightforward and functional live chat solution with a strong free tier and mobile app support, making it a good choice for smaller sites. However, users should be aware of potential login issues, website slowdowns, and automatic billing practices that have caused dissatisfaction among some users.

While it competes well with other live chat plugins, the lack of a clearly promoted pro version and reported user complaints suggest that those needing advanced features or robust support might consider alternative plugins. Overall, it remains a viable option for basic live chat needs with a low security risk history.