Zendesk Chat Price comparison with Features

Zendesk chat is of the view that a chat is worth a thousand emails. You can add chat to your website or connect your messaging channels and start talking to customers within minutes. Chats and Messages let you help customers in real time, which increases customer satisfaction and as we all know that satisfied customers are happier customers. Happier 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. You can help customers complete their purchase by automatically reaching out with a chat. You can also 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.

COMPARISON TABLE:

  LITE TEAM PROFESSIONAL ENTERPRISE
Zendesk Chat Pricing        
Billed annually (per agent per month)  £0  £14  £29  £59
Billed monthly (per agent per month)  £0  £19  £35  £70
Total Agents Total number of agents supported by the plan. only 1 Unlimited Unlimited Unlimited
SUPPORT FROM THE ZENDESK TEAM        
Self-service Help Centre & Community Regularly updated Help Centre with articles about Zendesk Chat features and use cases yes yes yes yes
Email Support Email us on chat@zendesk.com   yes yes yes
Live chat support (English only) Real-time support via the Chat widget on our website   24×5 24×5 24×7
Chat experience        
Concurrent chatsNumber of simultaneous chats only 1 Unlimited Unlimited Unlimited
Chat ratingAllows visitors to rate their Chat experience yes yes yes yes
ShortcutsConvert a few characters into complete sentences using preset commands yes yes yes yes
Automatic translationChats are automatically translated within the Dashboard (powered by Google Translate). yes yes yes yes
Android and iOS Apps Android and iOS Apps yes yes yes yes
Pre-Chat form Ask visitors for their personal information before starting a chat yes yes yes yes
Offline form n Visitors can send you a message when you are not logged into the Dashboard (or appearing Invisible) Always on Customisable Customisable Customisable
File sending Transfer files between you and your visitors   yes yes yes
Management        
Chat History Browse past chats. only 30 days Unlimited Unlimited Unlimited
Visitor list Monitor all visitors on your website right from the Zendesk Chat Dashboard. View their country of origin, browser, OS and referrer yes yes yes yes
Chat tagsOrganise your chats and give them context with customisable labels yes yes yes yes
Transfer chats between agents and departmentsThe agent serving a chat can transfer it to another agent or department   yes yes yes
TriggersTriggers let you automatically create actions based on specific criteria – a great way to target high value leads   2 triggers Unlimited Unlimited
DepartmentsGroup your agents into different departments   2 departments Unlimited Unlimited
Operating hoursEnsure you’re always available when your customers need you by managing your agents’ online/offline status     yes Yes
Chat routing Automatically route incoming chats to assigned agents     yes Yes
Skills-Based Routing By automatically pairing customers with the appropriate agent, you can reduce response times and increase customer satisfaction.       Yes
Roles and Permissions Specify granular permissions for agents, and control what they have access to in Chat.       Yes
High Load Dashboard Customers who have increased traffic can use the High-load dashboard and enjoy a smoother experience   yes yes yes
Customisation        
Chat widget customisation Change the title, colour and position of the Chat widget yes yes yes yes
Advanced widget customisation Change the widget size, message styling, and add an agent avatar   yes yes yes
Chat Badge Catch your visitor’s attention with a prominent Chat Badge   Customisable Customisable Customisable
Hide widget when offline Hide the Chat widget from your website when you are not logged into the dashboard (or appearing invisible)   yes yes yes
Widget unbranding Remove the “Zendesk Chat” branding from your Chat widget       yes
Analytics and reporting        
Chat and agent reports Track your chat volume, monitor agent productivity, and use the metrics to anticipate customer needs and increase satisfaction.     Only by Organisation By Organisation and Department
Email reports Quick overview of Chat and agent activity delivered straight to an administrator’s inbox     Only Weekly/Monthly Daily/Weekly/Monthly
Agent leader board Browse your agent stats, including chats served, completed, response time, average duration and satisfaction ratings     yes yes
Conversion tracking Create customised Chat reports and dashboards using Explore and get better visibility into performance across all your support channels. Requires Zendesk Support Professional.     yes yes
Chat reporting in Explore Create business goals to measure how often your customers complete target objectives, such as making a purchase or signing up for your newsletter. Learn more.     yes yes
Real-Time monitor Use real-time metrics on chat volume, visitor experience and agent performance to identify potential problems and quickly remedy the situation.       yes
PLATFORM        
Mobile Chat SDKBring live chat natively into your iOS and Android apps. Visit developer.zendesk.com for more details. yes yes yes yes
Zendesk Support integration Integrate Zendesk Chat with Support and manage your customer interactions yes yes yes yes
Third-party integrations Integrations for WordPress, Shopify, Salesforce and JIRA only 1 only 1 only 1 only 1
JavaScript APIMore granular customisation options for the Chat widgit. Visit api.zopim.com for more details. yes yes yes yes
Zendesk Message Extend live support to popular messaging channels such as Facebook Messenger and LINE.   yes yes yes
REST API Export Chat, agent and visitor data into third party tools, or build your own app to manage Chat data   yes yes yes
Public apps Connect your favourite business tools and bring customer context and information into Chat. Requires Zendesk Support Team.   yes yes yes
Private apps Build your own Zendesk Chat App for exclusive use within your account. Requires Zendesk Support Professional.     yes yes
Customised Font APIChange the font on the Chat widget. Visit api.zopim.com for more details.     yes yes
Chatbots (Powered by the Conversations API) Use the Conversations API to integrate chatbots built by you or with a third-party into Zendesk Chat.       yes
Real-Time APIAll metrics in Real-Time Monitoring are available via the Real-Time API       yes
Web SDK Build a completely unique chat experience for your customers with the Web SDK       yes
Security        
SSL encryption Our connections are ensured by the SSL encryption protocol. yes yes yes yes
Two-Factor Authentication An optional security feature for admins and agents. Makes it more difficult for malicious actors to compromise your account by requiring a mobile passcode, in addition to a password, at log-in. yes yes yes yes
Single sign-on (SSO) for web and mobile**Provide SSO integration with your existing identity management system (Ex: Active Directory). Zendesk SSO relies on a technology called JSON Web Token (JWT) or Security Assertion Markup Language (SAML) for securing the exchange of user authentication data.   JWT JWT/SAML JWT/SAML
Visitor Banning Ban specific IP addresses to avoid spam. yes yes yes yes
Encryption Communications between you and Zendesk servers are encrypted via industry best-practices HTTPS and Transport Layer Security (TLS) In transit In transit In transit At rest (when you purchase the Advanced Security Add-On)
Disaster recovery Our disaster recovery programme ensures that our services remain available or are easily recoverable in the case of a disaster. Standard Standard Standard Enhanced (when you purchase the Advanced Security Add-On)
Blacklist Country Hide the Zendesk Chat widget in specific countries.   yes yes yes
Whitelist Domains Limit which websites can show your Zendesk Chat Widget and ensure that no-one can take your chat widget code and use it on other domains   yes yes yes
Credit card editing Automatically hide credit card numbers in chats, and remove it from your chat history and database to protect confidential information.     yes yes
IP access restriction Restrict log-ins to the Zendesk Chat Dashboard and Account pages via a specific or range of IP addresses       yes
Industry certification (including HIPAA) Zendesk has successfully completed a HIPAA/HITECH assessment and can make its Business Associate Agreement (BAA) available for execution by subscribers       Requires a Zendesk Support account

Using Zendesk Chat, you can get chat ratings. Chat offers the highest satisfaction rating of any support channel, but there’s always room for improvement. You can use Zendesk chat ratings to gather feedback and continue to improve your performance. You can also share any file with your customer—a screenshot, a product guide, even an animated GIF—and solve problems faster.



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