Preview text as customer is typing

I want this feature also, very disappointed its not already implemented. Will stick with my current chat software until it is changed.

Pretty much all of the zendesk chat competitors have this feature so in answer to Zendesk, there must be a reason why they implement it........perhaps its useful....

Hi,

I'd love to see this too. I'm B2B so no privacy issue for me.

It is the one thing you are missing, I've had chat services with and without this feature. Chats are faster with it. 

I think you could add an opt-in box (adding the Increase resolution time) for the user to pick. This way you do not have the concern. Transparency is the key.

Thanks

M

+1

It's disappointing that zendesk has ignored this request.  We've waited them out almost 2 years and no motion on it at all.  We're actively in the process of moving to a different solution at the moment since zendesk isn't listening and our belief is that they never will.

This feature is a must to ensure better response from Agents. I believe Zendesk should consider as believe there is no invasion of customers’ privacy. Our response time metrics will not only greatly improve but the overall customer experience will as well

This is a must feature. With other competitors offering this.

It has been more than 3 years that customers are asking for this feature.  My god !!!! what a responsiveness from Zendesk. it's quite disgraceful.

Indeed this feature is provided by your competitor and it is a basis

Being able to see what the end-user is typing does allow the agent to get more efficient because they can start to answer before the client finishes his sentence

We absolutely need this feature as well!  Please, please, please add it.

We are currently using the User.com chat solution, which offers this. It allows our agents to be very pro-active in their chats, our customers are really surprised by the quick answers we can give them.

So if Zendesk integrates this in their chat, it would be the reason for us to migrate the chat to Zendesk Chat.

I also use LiveChatInc. I'm waiting for this feature "Preview text as customer is typing" so I can sign up for Zendesk Chat. Will this ever be implemented?

Today we just implemented Zendesk Chat solution, replacing LiveChatInc. What I can say is only huge disappointment. Comared to extremely easy solution that LiveChat provides, Zendesk is very limited and not user friendly. If I knew this before, I would never push for this change. Even the benefit of automated ticket creation etc is not able to hide the disadvantages like no text preview as customer is typing, no way to supervise chat and whisper some text.

+1 for all the reasons above

Looks like we stopped asking for this feature. I would love to know if zendesk reconsidered and are implementing it.

Greetings from this time capsule of a feature request thread to the the kindred spirit Googler that invariably finds it someday in the future. You may ask "did Doug ever get his wish? did he ever switch to Zendesk chat?"

The answer is no, we're still stickin' with LiveChat.

Zendesk itself is still dope af tho.

This feature is a HUGE miss on the Zendesk side. Every chat tool we have demo'd or used has the ability to see what the customer is typing before they hit enter. Join the 21st century of chat!

+1 must have

Thank you for writing in. We understand that providing a quick response is important for customer experience. We do support typing indicators to indicate that a new response from an end-user is coming in. Sound, browser and in-app notifications enables your team to quickly switch to the conversation waiting for their response. However, we do not have plans to support previewing text while the end-user is typing on the roadmap. 

- Prakruti

I'm going to grovel some. Please, please, please consider this on your roadmap. We gave up a lot of features from when we were using SnapEngage. Seeing what the customer is typing is a huge feature that we gave up. When agents are handling multiple concurrent chats, this feature is so very, very helpful! You are not only making the current chat customer wait while you read their response, but you may be making 1-2 more customers also wait as you are trying to find a response to the current customer. Had the agent been able to ascertain what the customer was looking for, they could queue up a macro response (or at least be searching for the macro) while the customer was still typing their question/issue. IMO it's very inefficient to not have this feature. Longer handling and wait time. :(

Hey Everyone,

Thanks for your feedback. We really appreciate it. 

I wanted to provide a quick update on this thread since it's been a while since we posted our last update. We completely understand the need for agents to respond quickly and we are constantly looking for ways to make them more productive. We will have more updates on this front in the future however, previewing what the end user is typing is not something we are planning to support in our immediate roadmap.

Thanks,

Rajat

Thanks for the update that you're not going to accommodate this request, Rajat.

We're still not going do use Zendesk Chat until it's implemented.

Wish you'd actually listen to the users on this front and not provide non-answers as to why you're not implementing it. The only answer given-- that the users chatting with agents would not like it-- again is a ridiculous one because users would not agree to half the things slipped into their T&C if they actually knew what was being implemented.

Any actual direct answer as to why this isn't getting implemented would be appreciated instead of updating us with non-answers.