Zendesk Chat

Real-time live chat and helpdesk support

Supports in-dashboard communication, allowing helpdesk operators to chat directly with customers
Automates “smart chat triggers” based on customer actions like paused checkout, so support teams can provide immediate help
Segments users based on actions complete, customer served, users online, or users idled, so teams can keep track of customers who need support
Enables chat reports, agent reports, and monitoring reports, so team can view analytics about chats served, chats missed, agents logged, and response time

How Zendesk Chat works

A chat widget is loaded on your site so visitors can chat directly with your team. That widget is loaded by the Zendesk Chat Javascript library, which you’ll need to install on your site before you’re ready to chat. Everything is customizable from the design of the chat box to the pages where it will be loaded. Your team can even monitor who is on your site and reach out for a chat manually to target specific people. The chat interface lives in the same Zendesk dashboard as its support ticket system.

Everything about Zendesk Chat is integrated into the Zendesk platform. Your chat metrics will show up in Zendesk reporting along with your ticket information and agent performance. All your chats can also be accessed via the Zendesk API just like tickets, users, and agents.

Enables support teams to deploy triggered chats based on custom constraints

Get more out of Zendesk Chat with Segment

When you enable Zendesk Chat in Segment, your chat operators will receive information about who they’re talking to without any additional code added to your site. If you’re already identifying your customers in Segment, your chat operators will see email, name, and phone of the person they’re chatting with. Pageviews and other events you’re already sending to Segment from your website are also shown to the chat operator—as they happen—so the operator always has in-the-moment context of what visitors do on the site.

Segment will automatically track an event when a Zendesk Chat is started and again when it’s ended. You’ll see Live Chat Conversation Started and Live Chat Conversation Ended events in all your other Segment integrations that can accept events and your data warehouse. That means you can create automatic follow ups in your email tool or do analysis on how chat impacts conversions in your analytics tool or data warehouse.

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