Preview text as customer is typing

Answered

43 Comments

  • Heather McMillen

    We absolutely need this feature as well!  Please, please, please add it.

    1
  • Sander Scheer

    We are currently using the User.com chat solution, which offers this. It allows our agents to be very pro-active in their chats, our customers are really surprised by the quick answers we can give them.

    So if Zendesk integrates this in their chat, it would be the reason for us to migrate the chat to Zendesk Chat.

    1
  • Xrrvnafy

    I also use LiveChatInc. I'm waiting for this feature "Preview text as customer is typing" so I can sign up for Zendesk Chat. Will this ever be implemented?

    1
  • Jagoda Janiszewska

    Today we just implemented Zendesk Chat solution, replacing LiveChatInc. What I can say is only huge disappointment. Comared to extremely easy solution that LiveChat provides, Zendesk is very limited and not user friendly. If I knew this before, I would never push for this change. Even the benefit of automated ticket creation etc is not able to hide the disadvantages like no text preview as customer is typing, no way to supervise chat and whisper some text.

    1
  • Flavio

    +1 for all the reasons above

    1
  • Swati Nair

    Looks like we stopped asking for this feature. I would love to know if zendesk reconsidered and are implementing it.

    1
  • James Peterson

    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.

    James Peterson

    0
  • Nathan Miller

    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.

    0
  • Kundenbetreuung

    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

     

    0
  • Ramin Shokrizadeh
    Zendesk Product Manager

    Hi Tomer,

    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.

    Thanks,

    Ramin

    -2
  • Ramin Shokrizadeh
    Zendesk Product Manager

    Hi Sarah,

    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?

    Thanks,

    Ramin

    -3
  • Ramin Shokrizadeh
    Zendesk Product Manager

    Hi Malin,

    We have no plans in 2018 to build this functionality in the product.

    Thanks,

    Ramin

    -4
  • Ramin Shokrizadeh
    Zendesk Product Manager

    Hi Doug,

    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.

    Thanks,

    Ramin

    -6

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