Preview text as customer is typingNot planned
Other chat clients have this feature. I would love to be able to see what the customer is typing before they hit submit. This helps providing quicker, better service. You can also get a better idea of what the customer is looking to achieve.
Thanks for your feedback. We really appreciate it.
I wanted to provide a quick update on this thread since it's been a while since we posted our last update. We completely understand the need for agents to respond quickly and we are constantly looking for ways to make them more productive. We will have more updates on this front in the future however, previewing what the end user is typing is not something we are planning to support in our immediate roadmap.
Thank you for taking the time to post your feedback. In order to help our Product Managers better understand your needs, I'd like to gather more information aboout your situation.
Could you describe the problem you are currently facing that prompts you to make this request, or is it more of a nice to have? How much of a gain would you expect this to have and how much of an impact does it make now that you cannot see what the visitor is typing as he is typing?
Being able to see what the end-user is typing does allow the agent to get a quicker idea of what questions/answers they are trying to convey. It speeds up the chat quite a bit.
Agreed, this would be an awesome feature.
Hi Kelly and Sebastian,
Thank you for joining the conversation. What kinds of tools have you used in the past that have provided this feature and how much of an improvement have you noticed? Our Product Managers love numbers, so any specifics you could provide would be greatly appreciated. It would also be great to have some anecdotal evidence from your experience with other systems to get a better idea of how this was implemented and how it was integrated into your workflows.
This would be a nice enhancement to have. Another chat client I have used in the past (LiveChat, specifically) has this feature, and during busier times it is nice to get a sense of what a customer is going to ask before they hit the "Enter" button. "Trend" responses can be anticipated, making my response to the customer more prompt. I wouldn't say that this is a necessary feature to have, but it is certainly a nice one!
Thanks for the feedback and explaining how the feature helped you out before when using a different service.
During busier times, I am assuming you are in a position where you or other agents need to take multiple chats at the same time. Is that correct? If that is true, wouldn't it mean you would miss out on what they are typing because you are focused on a different customer?
Would an alternative solution to your situation be that you have the ability to have multiple chats open at the same time vs. seeing what they are typing?
I am able to have up to four chats at a time and switching between them is easy. I am not suggesting that the text preview is a fix to any problem, only that is it a nice feature/enhancement to have, so if it can't be implemented by Zopim it doesn't need to become a point of contention between Zopim and current/potential customers.
I agree that this is a useful tool for preparing your answer in a timely manner. Our previous chat provider had this implemented and it saves a world of time!
Running multiple chats is a completely different tool than being able to see what a client is typing in real time and is not a work around.
In addition, there are times when a client starts typing a message, but then gets distracted and doesn't continue. As it is now, we would not be aware of this as it just would seem as though the client was typing out a very long and detailed message.
This is a useful feature that Livechat has in their platform and one of the reasons we haven't fully switched to Zopim. When you are handling only one or two chats, it gives you an idea of what they want before they've finished typing it so you can respond quicker.
This would be really great, most, if not all, other competition has this. Even tawk.to, a free live chat solution has this.
Hi Ramin & Zendesk Team,
Just wanted to chip in on how important my team considers this feature:
Because this feature does not exist with Zendesk/Zopim Chat, we decided not to switch from LiveChat.
It is SO important to be able to see what users are typing before they hit send for multiple reasons:
- As others have mentioned, it helps us help users so much faster; we can see their question starting off, have an inkling of what they're asking for, and start pulling up information (ticket information, order information, product information, etc.). It makes things super fast for both parties!
- It helps us see what users really want to say in the event they don't say it: sometimes a user will be really ticked off with us and threaten legal action, or call my mother insults, or want to talk to a manager----- ...and then delete all of that and just say something totally different like 'Thanks!' Giving us the ability to see that having been typed births for us a grain of salt to take with us when talking to that user.
- Sometimes users delete something that was actually important to their question that they thought was unimportant-- the only way for us to see that would be to see what they were typing.
- Seeing what users are typing while they type it allows us to better multi-task. If a user is typing slower than a turtle crawling through peanut butter, I can tell by seeing what they're typing that they're alive, and be ready to help them the moment they (finally) hit that Enter/Send Key. Without seeing what they're typing, I feel more restricted to making sure to keep an eye on whatever they're about to send, unsure if it's going to be a novel or just a quick, slowly-written question.
Please, please, please add this feature. I'm not sure how much more convincing you need, and I understand an engineer's want to know why users want a specific feature, but this one shouldn't take so much explanation. It's a feature we LOVE, and we're not going anywhere without it.
Thanks for the very detailed explanation of how having this feature would benefit you and your agents.
Unfortunately, the majority of the benefits for this feature is for the agent at the cost of the visitor's privacy. We actually surveyed visitors who use chat and most of them assume they are not being monitored and disliked the idea that what they are writing could be viewed before being sent.
Visitors can make mistakes and they might incorrectly enter password or credit card information in the text input box without sending it.
Some businesses don't even feel comfortable having a disclosure on the widget to tell their visitors that the agents can see what is being written before being sent.
Ultimately, we build features both for the best interest of the agents/managers and the site visitors/end users. We feel that we can improve agent speed and productivity with other features and have no immediate plans (next 6 months) to build this preview feature.
Which is why most people would opt for intercom instead. I'm still hoping this feature would be implemented soon. We are currently using Livechatinc, just waiting for my annual subscription to be over.
@Ramin, this is an unfortunate stance that zendesk is taking. This is a feature that your competitors are offering and lots of chat programs are live these days where the text is visible while typing. Zendesk is one of the only popular livechat solutions that doesn't offer this feature in fact.
Also, who pays for the software is it the visitor that you are catering to, or the folks who pay you for the software and want the text preview. This feels like Zendesk is specifically snubbing their own clients who pay them hard earned money each month in favor of people who pay them nothing. What a weird position to take..
I honestly don't understand your position here, and as soon as our prepaid period with Zendesk/Zopim is over we are certainly going to be transferring back to Livechat to get these needed features back. Or maybe explore Intercom who I guess also offers the preview feature.
Of course users will tell you they don't like that they're being monitored, but most users will understand why it's there when it's there. It is no different than someone being told prior to a conversation on the phone that the chat may be monitored for quality assurance.
Also, none of the users that come into us using LiveChat over the FIVE YEARS we've been using it have expressed unsolicited displeasure of being monitored, despite that fact being buried into the Terms of Service.
If all users were asked in a survey whether they like or dislike every little thing in their Terms of Service, and all project managers shifted the Terms of Service to meet their users' demands, sadly some great features would never get implemented.
You save transcripts, correct? Try surveying your users whether they like those transcripts saved for X amount of years. Survey them about tickets being kept with their billing information, emails, or phone numbers.
Also, I'm gathering from your phrasing that you've never worked in actual retail Customer Service; users tell us stuff all the time that they shouldn't have, regardless of whether it gets sent or not. I have been sent credit card numbers, social security numbers, and incredibly private information that I never asked for and was completely unwarranted. That will happen regardless of whether or not you implement text previews.
Why not implement it as an opt-in service, and your Zendesk Chat Customers can decide whether or not they want to use it with their customers or not?
Please. For the love of all that is tech support, and the customers you are losing or not gaining, at least CONSIDER implementing this requested feature that your comparably-priced competitors have, including LiveChat and SalesForce.
I agree that this is a VERY useful tool for any Customer Service agent.
Hello there, we used tawk.to before and we loved this feature. It was extremely helpful for our agents to see what a visitor wants to say and we miss this feature at Zopim! Additionally we were able to prepare our answers and to provide an even faster, better and more accurate support because we already saw what a visitor wants to say even though they might changed the expressions used before hitting send
Please add this. We are piloting a move to Zendesk Chat from LiveChat Inc. and this is a major piece of functionality that is missing.
Funcionallity for sending live chat pre messages exists in the SDK of Zopim (Zendesk Live Chat). You could create a custom live chat application and use this function to show what member is typing. I am willing to test this, and I will come back to you.
Has there been any progress on this? It's the only thing holding us back from switching from LiveChat to Zendesk Chat. I find it hard to believe that ZenDesk cannot see that this feature is imperative in order to optimize customer service via chat.
Additionally, this feature is so widely used it's considered standard. Please reconsider your position here! Without a chat preview, this portion of ZenDesk will be inferior to others on the market.
When you see a customer begin typing, you can quickly begin to gather information and resources to serve them so that when they submit their text, they receive much faster support! This feature is not about invading privacy, it's about emulating a conversation. If you were actually talking to a customer, you'd be hearing the, speak before they ended their sentence, right? Just because they haven't finished speaking doesn't mean you can be thinking of how to best form your response. This is something we all do when we have conversations - and let's be honest: Chat features exist to provide a more conversational interaction.
This would be a great improvement to Zendesk chat and be extremely useful for our customer service team. Do you have an update on this one?
We have no plans in 2018 to build this functionality in the product.
@Ramin, this is very unfortunate.
I think it's a wrong decision for your business, you will lose customers.
I really like the integration with the support platform and in general, I don't see enough improvements.
Neither in the UI nor anything related to the user experience.
I'm paying for ~20 agents and gonna grow to ~30 really soon.
Like the other colleagues that responded here, I'm expecting more and you have a potential to be amazing.
Another thing I would like to suggest is the "Whisper" feature, having the ability to assist one of the agents and also to answer on his behalf instead of just joining the chat.
Anything coming soon?
Any chance you can share your roadmap?
Thanks for sharing your feedback. We are making big investments in the UI of the Chat product in the next 6-12 months, but have nothing to share publicly at the moment. When we are ready to share you will be notified about an early access program.
Specific to the whisper feature, we have no plans to offer this functionality in 2018. You can express your interest here: https://chat.zendesk.com/hc/en-us/community/posts/210314857--Whisper-feature-for-training-new-employees
You can see what we have released each quarter that are large improvements here: https://www.zendesk.com/whats-new/
Zendesk does not currently share our roadmap publicly. If and when we do work on a feature, we will let the customers who have requested for it.
Just pinging this thread to let you know we have yet again considered switching our chat service and would yet again love to go with Zendesk but have yet again decided not to because it looks like yet again you have no intent on adding chat previews.
I'll yet again add my input that this is a much used and requested feature that a lot of other competitors use (LiveChat, Live Agent, Intercom, Front Chat, etc.). You are missing out on a lot of business because of this missing feature.
Please, please, please, please, please reconsider adding it to your program, as we would love nothing more than to keep all of our services under one roof.
I want this feature also, very disappointed its not already implemented. Will stick with my current chat software until it is changed.
Pretty much all of the zendesk chat competitors have this feature so in answer to Zendesk, there must be a reason why they implement it........perhaps its useful....
I'd love to see this too. I'm B2B so no privacy issue for me.
It is the one thing you are missing, I've had chat services with and without this feature. Chats are faster with it.
I think you could add an opt-in box (adding the Increase resolution time) for the user to pick. This way you do not have the concern. Transparency is the key.
It's disappointing that zendesk has ignored this request. We've waited them out almost 2 years and no motion on it at all. We're actively in the process of moving to a different solution at the moment since zendesk isn't listening and our belief is that they never will.
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