Chatdesk: Customer Support and Feedback Analysis
Chatdesk helps customer support and marketing teams analyze feedback and manage ticket volumes. It is designed for SMBs needing a combination of automated insights and outsourced support experts.
At a glance
- Category
- Customer Support
- Best for
- Customer Support Teams, E-commerce brands, Customer Experience Managers, Marketing and Product Teams
- Pricing
- The analytics dashboard is available for free. Paid service plans start at $99/month for call deflection, with higher tiers for social engagement and email retention. A $99 setup fee applies for order system integrations.
- Key use cases
- Customer Feedback Analysis, Social Media Support, Ticket Backlog Management, Voice of the Customer Reporting
- Integrations
- Zendesk, Gorgias, Intercom, Shopify, Magento
Chatdesk is a customer support platform that combines analytics with human-led support services. It is designed for teams in customer experience, marketing, and product management who need to analyze customer sentiment across multiple digital channels.
The platform includes Chatdesk Trends, a dashboard that aggregates feedback from email, chat, social media, and reviews to identify patterns. It uses GPT-3 and NLP to summarize insights and categorize feedback through automatic tagging.
Beyond analytics, Chatdesk offers outsourced support options, including 24/7 ticket resolution and call deflection services to shift phone callers toward self-service or messaging channels.
Buyers should confirm whether they require the analytics tools alone or the outsourced staffing services, as pricing varies between these offerings.
Key Features
A dashboard that aggregates and analyzes customer feedback from email, chat, social media, reviews, and surveys.
Uses GPT-3 to highlight and summarize key points and problems reported within customer feedback.
Tags customer messages using NLP and deep learning, with a reported average tagging accuracy of 90% or more.
Tools designed to help reduce call volume by shifting callers to messaging and self-service channels.
Human support experts for social media engagement, email retention, and 24/7 ticket resolution.
Use Cases
Aggregating feedback from multiple channels to identify product defects or shipping issues.
Managing and responding to customer comments and messages on platforms such as TikTok, Instagram, and Facebook.
Using outsourced experts to help clear support ticket queues during high-volume periods or off-hours.
Using automatic tagging to quantify the types of conversations occurring across support channels.
Best For
Integrations
Pricing
The analytics dashboard is available for free. Paid service plans start at $99/month for call deflection, with higher tiers for social engagement and email retention. A $99 setup fee applies for order system integrations.
FAQ
Yes, Chatdesk offers a free dashboard for aggregating and analyzing customer feedback.
Chatdesk provides both. It uses AI for feedback analysis and summaries, and it employs human CX experts for ticket resolution and social engagement.
There is no onboarding fee for help desk and social channels, but there is a $99 setup fee for integrating with order systems like Shopify and Magento.
Source category: Customer Support
Source subcategory: Analytics & Reporting
