Strike up a conversation

Live chat provides a fast and responsive way to connect with customers in real time
Image: Zendesk Chat Product Logo

A chat is worth a thousand emails

Add the chat widget to your website and start talking to customers in minutes. Live chat lets you help customers in real time, which increases customer satisfaction. And satisfied customers are happier customers.

Engage

Let your fingers do the talking

Customers are three times more likely to make a purchase when you proactively start a chat. Using Chat, you can track your customers and engage them at just the right moment.

Triggers

Send targeted and behavior-based messages to customers. For example, you can help customers complete their purchase by automatically reaching out with a chat.

Pre-chat forms

Ask your visitors for their contact information before starting a chat. This helps you triage chat requests and prioritize high-value customers.

Visitor list

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.

Offline forms

Your website never sleeps – even if you do. Leave offline forms enabled on your website and ensure customers can contact you while you are away.

Chat ratings

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.

File sending

“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.

Analyze

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 analyze metrics to anticipate customer needs and increase satisfaction.

Real-Time Monitor:

Monitor live data on chat volume, visitor experience, and agent performance.

Conversion tracking:

Create business goals to measure how often your customers complete target objectives—like making a purchase or signing up for your newsletter.


More analytics

Customize

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.

Chat Badge
Our customizable Chat Badges let you put an inviting face on the chat widget. Choose from different layouts and themes, or even change the picture completely. The choice is yours.
Web SDK
Build a fully customized end-user facing chat widget to offer visitors a unique and consistent experience.
Third-party services
Chat can be added to any CMS including WordPress, Drupal, Joomla, Wix, SquareSpace, Shopify, Prestashop and Magento.

More customization

Organize

Grow with the flow

Delivering quality support while growing your business can be hard. Our sophisticated workflow management features makes things easier.

Watch a demo

Chat Routing

Automatically assign incoming chats to active agents. This ensures your customers receive prompt support and your agents aren’t overloaded.

Chat Tags

Add tags to your chats, give your conversations context, and better understand your customers.

Departments

Organize your agents into different teams based on skills, language, expertise, or even brand.

Operating Hours

Create a daily or weekly schedule for the chat widget and only appear online during your business hours.

Shortcuts

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.

Scale your team

Go Social

Get the message

Zendesk Message lets your Chat agents connect with customers on messaging apps in a scalable, efficient way. Agents can manage multiple messaging profiles on one dashboard, get historical context on customer conversations, and transfer customer questions from your chatbot into Message.

Read more about Message

Multi-profile linking

Link multiple profiles from Facebook, Twitter, and Line. Funnel all conversations to a central location for your agents to manage.

Timeline

Jump back to different points in a customer’s conversation history at the click of a button.

Chatbot handover

Bring questions from your chatbot over to Message when customers ask to speak to an agent.

This feature is currently only available for Message, not Chat.

Mobile

Play nice 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 optimized widget

The chat widget is optimized for any and all screen sizes, ensuring your customer has a consistent experience across all their devices.

Mobile apps

Chat apps for Android and iPhone keep support going when agents are on the move.

Let's Chat

See how it works
Watch a demo

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We’ll walk you through the product family and answer any questions you have about Zendesk.

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