Zendesk

If customer service matters to you, you should have a system like zendesk to allow to centralize all your communication in one dashboard. I have been using Zendesk forever. And the fact that they bought Zopim Chat and integrated it into their system was a dream come true. A+++ Zendesk.
Team Zendesk forever.

Loads quickly within ZenDesk and works beautifully to access our customer information and order data with one click. Saves our customer support team many clicks.

I am running a couple of stores with shopify and bigcommerce. I have installed Zendesk on my shopify stores including Jaipur Hair & Instalength. But their customer support sucks and i personally do not recommend. They didn't treat customers like customers when it comes to proper support we require being in India.
So instead of Zendesk, I strongly recommend Freshdesk or Freshchat. I have lost whatever i have paid them in front for annual plan. They didn't resolve the concern i have asked them to do instead they are like all the payments are non refundable.
Please do not waste your time with them.

App is OK. While helpful, functionality is minimal - only access to basic order info (order number, customer name ect.) is available. While this is great, the ability to transfer information, specifically customer name, address ect. would be ideal. It would improve workflows and allow me to use information customers input to generate orders. Whenever I reach out to Zendesk to inquire - they say it is on Shopify to do this while Shopify maintains it is on Zendesk to do this.

With this integration, we're able to swiftly pull up customer information & order details. This keeps our team focusing on customer interactions rather than tracking down orders. Thumbs up!

This app is just kidding and ridiculous.
The live chat widget was disabled suddenly after I paid annually without any notifications!! Because they upgraded the zendesk package but not this shopify app.

As much as the software is solid, their customer support is so ridiculously bad that we're considering dumping it altogether. They make customer support software, yet they are unable to respond in a timely manner and that's made even worse by the fact that we're paying close to $1000 a month for their products.

Cannot recommend at all unless we get issues resolved.

Does everything it needs to. Could improve in some areas e.g. user friendliness, the ability to reply to a different email address etc.. but overall a very handy tool that has made life very easy.

Uncaring customer service, unless of course you pay for it.

We use this app so that our customer service team can see orders that were purchased via our shopify shop. Being able to see the transaction and shipping status without opening shopify allows our customer service team to answer questions regarding their order right away.