Chat vs Messaging in Zendesk - Frequently asked questions
Explore the key differences between Zendesk Chat and Messaging. Find answers to common questions about features, benefits, and use cases for both options.
Frequently asked questions
What is the main difference between Zendesk Chat and Messaging?
Zendesk Chat and Messaging are two distinct communication channels with different functionalities.Live chatis session-based and synchronous, providing real-time support where both the agent and customer are actively engaged until the session…
How does routing work in Zendesk Chat compared to Messaging?
Routing in Zendesk Chat and Messaging differs in terms of flexibility and options. Inlive chat, you can route chats to specific departments or agent groups, but it does not support omnichannel routing. On the other hand,messagingallows…
Why should I choose Zendesk Messaging over Live Chat?
Choosing between Zendesk Messaging and Live Chat depends on the type of customer experience and workflow you want to provide.Messagingis ideal if you want to offer flexible, ongoing conversations that can be picked up at any time, providing a…
Can I use both Zendesk Chat and Messaging on my account?
Yes, you can use both Zendesk Chat and Messaging on your account. When you purchase the Chat product, you have the option to enable the messaging communication channel. This allows your agents to engage with customers through either live chat or…
What are the engagement differences between Zendesk Chat and Messaging?
The engagement style in Zendesk Chat and Messaging varies significantly.Live chatrequires high involvement from both the agent and the customer, as it is a synchronous interaction with a clear start and end.Messaging, however, offers…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
“Our company is growing very rapidly, and we were receiving a lot of support requests. And our team was spending a huge amount of time on them. Now, our AI agent is resolving 84% of customer support conversations.”
Ella Roy Customer Success Manager
Zeffy
Zeffy
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
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Zinc
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
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Customer.io($50M+ ARR)
Customer.io($50M+ ARR)
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"My AskAI's Intercom integration stood out not only because of its impressive answer accuracy but also because of how well it worked within our existing Intercom setup. The combination of precision and effortless setup made it invaluable."
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Freecash
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