TechValidate Research on Zendesk Chat

These pages present data that TechValidate has sourced via direct research with verified customers and users of Zendesk Chat. TechValidate stands behind the authenticity of all published data. Learn more »



820 Customers Surveyed

6,290 Data Points Collected

34 Published TechFacts

11 Published Charts

2 Published Case Studies



Selected Research Highlights


Zendesk Chat Case Study

Villy Custom

Introduction

This case study of Villy Custom is based on a December 2016 survey of Zendesk Chat customers by TechValidate, a 3rd-party research service.

“Zendesk Chat was straight to the point and didn’t carry a steep learning curve for our team.”

“After our customers chat with us and had their questions answered, they are able buy with confidence. Zendesk Chat has improved our overall customer satisfaction, which has led to an increase in conversion rates, customer loyalty, and retention.”

Challenges

The business challenge that led the profiled company to evaluate and ultimately select Zendesk Chat:

  • Customers did not have a way to contact support
  • The desire to provide real-time customer support
  • Lack of reporting

The surveyed company uses Zendesk Chat for the following:

  • To provide real-time customer support

Results

The surveyed company achieved the following results with Zendesk Chat:

  • Increased CSAT score
  • Increased customer spend on their website
  • Faster first response and resolution times
  • Comprehensive reporting

Chose Zendesk Chat for the following reasons:

  • It is fast and easy to setup
  • Intuitive for agents and administrators
  • Shopify compatible

Deployed Zendesk Chat in 1-3 days.

  • Increases conversion rates by 25% to 49% using Zendesk Chat.
  • Reduced cart abandonment by 10% to 24% using Zendesk Chat.
  • Increases the average value of each order by 10% to 24% using Zendesk Chat.

Zendesk Chat Customer Research

What were your primary reasons for choosing Zendesk messaging?

It was a unified part of our Zendesk solution
52%
We could expand our reach to more channels, such as websites, mobile apps, and/or social channels (e.g. WhatsApp, Facebook Messenger, Twitter DM, etc.)
48%
It easily fit into our existing agent workflow
44%
We wanted to address common support questions through custom automation (Flow Builder)
35%
We wanted to easily add custom capabilities or integrations (Sunshine Conversations)
12%
Other
5%

Zendesk Chat Case Study

Zimson Watches

Introduction

This case study of Zimson Watches is based on an August 2016 survey of Zendesk Chat customers by TechValidate, a 3rd-party research service.

“Zendesk Chat has increased the number of leads and helps us easily chat with our customers.”

“Zendesk Chat has improved our overall customer satisfaction, which has led to an increase in conversion rates, customer loyalty, and retention.””

Challenges

The business challenges that led the profiled company to evaluate and ultimately select Zendesk Chat:

  • Experienced the following challenges before selecting Zendesk Chat:
    • Their customers not having a way to contact support
    • Expensive phone and email support
    • Ineffective existing support tools
    • Difficulty measuring and reporting on results
    • Limited transparency into agent activity
    • Low customer satisfaction and loyalty

Use Case

The key features and functionalities of Zendesk Chat that the surveyed company uses:

  • Evaluated the following chat vendor before choosing Zendesk Chat:
    • LiveChat Inc.

Results

The surveyed company achieved the following results with Zendesk Chat:

  • Benefitted in the following ways using Zendesk Chat:
    • Improved customer satisfaction
    • More productive agents
    • Saved money
    • Reduced the number of emails and phone calls
    • Increased website conversion rates
    • Increased customer spend on their website
  • Chose Zendesk Chat for the following reasons:
    • It is fast and easy to setup
    • Their agents don’t require extra training
    • It has all the features they looking for
  • Deployed Zendesk Chat in <1 day.
  • Increases conversion rates by 25% to 49% using Zendesk Chat.
  • Reduces cart abandonment by 25% to 49% using Zendesk Chat.
  • Increases the average value of each order by 50% to 74% using Zendesk Chat.

Zendesk Chat Customer Statistic

According to 84% of customers:

“Zendesk Chat has improved our overall customer satisfaction, which has led to an increase in conversion rates, customer loyalty, and retention.”

Zendesk Chat Customer Statistic

68% of surveyed customers chose Zendesk Chat because it is fast and easy to setup.

Zendesk Chat Customer Research

How has Zendesk messaging benefitted your business?

Our average response times have decreased
51%
It has saved my agents time
44%
Automation has helped reduce the number of agent touches / tickets filed
41%
Our overall customer satisfaction ratings have increased
38%
We've been able to provide service to our customers 24/7 with automation
24%
Other
9%


More to Explore



About Zendesk Chat

With Zendesk Chat, your customers can use the web widget to start a chat, access your help center, or email for support, all without interrupting their shopping experience.

Zendesk Chat Website   Zendesk Website