Multibranding Zendesk Chat (Enterprise)

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19 Comments

  • Jacob J Christensen

    Hello,

    I'm trying to decide if I should use the Zopim Widget or Zendesk's Web widget, can you provide some pro and cons, or arguments for choosing either?

    Sorry if this falls outside of the scope of this article. Any help is appreciated, thanks!

     

    Kr,

    Jacob.

    0
  • Sergiu Birca

    Hi Jacob,

    It depends on how you want your customers to interact with you.

    The Zopim Widget you would normally use if you intend to offer only the chat service via it + potentially, the possibility to leave an offline message in case if non of the chat agents is Online.

    The Web Widget in addition to the above functionalities also offers the possibility for the end-users to search in the Knowledge Base for articles based on the inserted keywords, BEFORE getting access to the menu option to initiate a chat session. A very efficient way to reduce the number of potential chat requests.

    Plus, in the Contact Form, in the Web Widget, you can add 2 Zendesk custom fields (not possible via the Zopim widget) 

     

    Kind Regards,

     

     

    1
  • Jacob J Christensen

    Hi Sergui,

    Thanks a lot for the clarification!

    For our current needs it seems the Zopim widget is sufficient, but who knows what future needs may come.

    What about styling and language options for the Zendesk widget?

    • Can we change the gray/white background on the pre-chat form?
    • Are all fields and labels translatable?
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  • Sergiu Birca

    Hi Jocob,

    Both widgets can be customized and localized via the UI and the API:

     

    Web Widget API:

    https://developer.zendesk.com/embeddables/docs/widget/api

     

    Zopim Widget JS API:

    https://api.zopim.com/files/meshim/widget/controllers/LiveChatAPI-js.html

     

    Kind Regards,

    1
  • Jacob J Christensen

    Thanks Sergui!

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  • Mark Fly

     Howdy!

     We use the Hub and Spoke process for many reasons as the 3 end user/client facing products are completely different.

    Would I be able to have chat accounts for each product? We cant use the Hub either to manage all the tickets. It has to be each product.

    Thank you for any help !

     

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  • Greg

    Hi @Mark!

    Good news/bad news in this situation! The good news is that you absolutely could subscribe to Zopim in each of your Spokes (as well as your Hub). The bad news is that they would each require their own subscription, so this would get a bit more costly.

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  • Jennifer Neer

    I have branded our chat window differently on our help desk so it appears different then it does on our ecommerce site since they are two different brands.  I went onto the JS script in the help center and changed just the color and the greeting, but now it appears that two different chat windows now load.  The altered one ends up on top, but if you click it to open the chat, the other one in the original color is then visible.  Here's snip of it:

    The script I added under the JS tab is just:

    zE(function() {
    //Zopim API
    $zopim( function() {
    $zopim.livechat.window.setColor('#728F41');
    $zopim.livechat.prechatForm.setGreetings("We're here to help!");
    $zopim.livechat.theme.reload();
    //End Zopim API
    });
    });

    How do I make sure that the only chat window that appears is the one with the altered color and greeting?

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  • Sergiu Birca

    Hi Jeniffer,

    Most probably you've enabled the Chat option in the Help Center Settings:

     

    https://mycompany.zendesk.com/hc/admin/general_settings

     

     

    If that is the case, please uncheck that checkbox, and do it manually: place you Chat script + the API code into the JS section of your Help Center theme.

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  • Thomas Krantz

    Hi Justin!

    Good article! We tried setting up this in an environment with two different languages but it sort of fails.

    We have two brands, each with it's own language, and we would like to be able to keep separate chats online (i.e. when the swedish chat is online, the finnish chat should not even pop up). Is this possible using this method?

    Regards,

    Thomas

     

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  • Jacob J Christensen

    Hi Thomas, 

    We have a use case similar to yours. I did a post about how we solved the multilingual/multibrand chat setup here - it's not exactly the same, but it should get you started.

    Hope that helps.

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  • Thomas Krantz

    Thank you Jacob! We will try that!

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  • Thomas Krantz

    Thanx for the quick replies!

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  • Jessica-Rose Garcia

    Quick Q here, 

    does this mean that w/o having branded help centers set up ( & presumably visible) for each brand that it is not possible to set up multi-brand, on multi-website, chat? 

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  • Nicole - Community Manager

    That's correct, Jessica. The branding on your Chat would match the Help Center it lives in, but you can only have one brand per Help Center. 

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  • Jessica-Rose Garcia

    Nicole, thanks. My questions is more does the help center actually need to be live for this to work? 

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  • Nicole - Community Manager

    Hi Jessica-Rose - 

    Can you clarify your use-case for me? 

     

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  • Pedro Rodrigues

    Our main obstacle is the lack of Brand-based grouping of Departments in Insights.

    Let's say we have 8 brands, and one brand has 3 departments, another has 5, etc.

    • I can set up Chat triggers for each of them, in order to correctly assign each visitor to the appropriate department, according to URL, country, or other criteria.
    • However, when it comes to reporting, we'll need to create custom metrics to group all the departments into a single Brand metric, ie. SELECT # Chats WHERE Chat Department in (...).

    In other words, a Support-based dashboard can be easily filtered by Brand, whereas a Chat-based dashboard doesn't offer the same agility.

    1

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