Use Case: We are using Zendesk Chat since you acquired Zopim. There is lot of great features which Zendesk has like reporting features as Average Wait Served, Average Handle Time, Reply time, Customer satisfaction survey. Live dashboard to view from where people are contacting. But it looks like Zendesk is asking us to use Messaging for chatbot or use an Article recommendation with Zendesk Chat. Also we cannot use Answer bot because it works only with Messaging.
Below is suggestion:
1. Keep the Zendesk Chat product active and develop them because it already has lot of great feature which we are using to and which has tied us because of that reason with Zendesk.
2. Allow Answer Bot to work with Zendesk Chat. Example Once the Bot flow is set up the live chat transfer should have the capability to transfer the chat to Zendesk chat.
I think many customers are looking for that but it looks like you are giving priority to Messaging with an Answer bot which is really not justified for the existing customer who are used with Zendesk Chat feature which is industry leading software.
Sharing a Honest feedback.Hopefully you guys will look into it. You can do a Survey with the existing Zendesk Chat Client Base.
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