Missing Chat-bubble opportunity, when using the simple chat window



  • Ramin Shokrizadeh
    Zendesk Product Manager

    Hi there Tommy,

    Thanks for the feedback. Currently, we are not planning to give the classic theme the flexibility to use avatars or the speech bubble style.

    However, the team is looking into empowering businesses to build their own widgets if they want. Nothing to announce just yet, but keep posted in the next couple months.

    In general, we actually have seen better performance and more alignment with the sites brand when they use the chat badge. If you want a speech bubble, you can make one as a chat badge. You can see some examples here: http://www2.zopim.com/chatbadge/



  • Greg S

    How would you know that if you don't have it?

    Just a plug for this as well. We still have the Livechat inc product installed and ready to go. We used it for a few months and it signaled that we need to build and scale a Livechat group for our coaching services. 

    We moved over to ZD chat because of the deep integrations we have with ZD on the support side. Make sense for so many reasons. The only difference we could point to was that greeting.

    If we can't get a similar outcome, we're going to have to go back to Livechat Inc. or scrap it. It's incredible how little things can have such a big impact. 

  • Ramin Shokrizadeh
    Zendesk Product Manager

    Hi Greg,

    Have you tried the Chat Badge and seen a dip in chats initiated? Have you tried rotating the images to see if that improves the click-through?

    You could even include a speech bubble image as the custom chat badge image.

    If you want customization beyond that, you can look at building something custom using the Javascript API. You can get the docs here: https://api.zopim.com/files/meshim/widget/controllers/LiveChatAPI-js.html

    Then, you can build a custom chat button that includes a speech bubble. 




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