When it comes to providing excellent customer service on your online store, two popular options are Shopify Live Chat
https://www.shopify.com/ vs. Zendesk
https://growthdot.com/zendesk-chat-features-implementation-and-use-cases/. Which one is better? Let’s compare them to see which one might be a better fit for your business.
Zendesk
Ease of Use
- Shopify Live Chat:
It’s integrated directly into the Shopify platform. Store owners who are already familiar with Shopify can quickly get started. The setup process is straightforward, with simple steps to add the chat widget to your storefront. There’s no need to deal with complex integrations as it’s part of the ecosystem. - Zendesk:
While Zendesk offers a user-friendly interface, it may take a bit more time to set up initially, especially if you’re not tech-savvy. You need to configure various settings and integrate it properly with your website. However, once configured, its navigation and usage are relatively intuitive for customer service teams.
Features
- Shopify Live Chat:
It allows you to customize the appearance of the chat widget to match your store’s branding. You can also set up automated greetings and responses for common questions. Additionally, it integrates well with other Shopify features like customer data, enabling you to have a more personalized chat experience with shoppers. - Zendesk:
Zendesk comes with a wide range of advanced features. It has powerful ticketing systems for handling complex customer issues. There are detailed analytics tools to track chat performance, such as response times, customer satisfaction rates, and more. It also supports multi-channel communication, meaning you can manage chats from various sources in one place.
Live Chat
Cost
- Shopify Live Chat:
For Shopify merchants, the live chat feature may be included in some of the higher-tier plans or available as an add-on at an additional cost. The pricing is relatively straightforward and often aligns with the overall Shopify package you choose for your store. - Zendesk:
Zendesk has different pricing tiers based on the number of agents and the features you want to access. It can be more expensive, especially for small businesses, but it offers more scalability and a comprehensive set of tools for larger enterprises with complex customer service needs.
Customer Support
- Shopify Live Chat:
You can rely on Shopify’s support team to assist with any issues related to the live chat functionality. They have good knowledge of the Shopify ecosystem and can help troubleshoot problems quickly. - Zendesk:
Zendesk also provides reliable customer support. They have a dedicated team to handle queries regarding setup, usage, and any technical glitches. Their support resources include documentation, webinars, and direct assistance.
Integration with Other Tools
- Shopify Live Chat:
It mainly focuses on integrating within the Shopify universe, working well with Shopify apps and internal features. But its integration with external third-party tools outside of Shopify might be somewhat limited. - Zendesk:
Zendesk has a broad range of integration options. It can connect with many different business tools, like marketing automation platforms, CRM systems, etc., allowing for a seamless flow of data across multiple aspects of your business.
Zendesk
In conclusion, both Shopify Live Chat and Zendesk have their own strengths. If you’re a small to medium-sized Shopify store owner looking for a simple and integrated solution within the Shopify platform, Shopify Live Chat could be a great choice. However, if you run a larger business with complex customer service requirements and need a more feature-rich and widely integratable tool, Zendesk might be the better option. It all depends on your specific business needs and budget considerations.
