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ZaZa Chat is a wide ranging product that offers live chat support, knowledge base features and a ticketing system to boot. All this functionality is offered at the same price as most companies offer for just a live chat support system. We won't say that this is the best solution around and it is a bit rough round the edges, but you would be hard pushed to find the same features at a similar price anywhere else. While we think large organisations will probably want to look elsewhere, small businesses will be getting a bargain with ZaZa Chat.
ZaZa chat is a completely hosted solution so set up is easy and installing the live chat system on your website is simply a matter of copying and pasting a few lines of code. One of the reasons we wouldn't recommend ZaZa Chat to large organisations is that no guarantees of service levels are offered. We haven't heard any bad reports, but larger businesses have to be more careful whereas smaller ones can afford to be a bit more lenient. Setting up the other aspects of the system, such as the knowledge base, is fairly simple, but the user interface could be a bit more intuitive.
Live chat is the main thing we were looking for in ZaZa chat and it does the job well enough. You won't find the gloss and polish you might with some larger companies offerings, but the basic features work well. The user interface is fully customizable which is just as well as, if we are honest, it doesn't look great straight out of the box. However, you will be stuck with the rather unattractive operator clients which run either through a browser or on a Windows based desktop. As unattractive as they are though, they still do the job well enough to get things set up.
It's unusual to find a knowledge base and ticketing system thrown in at this price and even more unusual to find that they aren't that bad. The ticketing system integrates with the live chat on your website so operators can pull up the full history of a customer's support calls. This works well if you are in the software business and need to provide technical support for your customers. The idea behind a knowledge base system is to avoid the need for customers to get in touch in the first place by building a library of useful information. Again this isn't the best looking product we have ever seen, but at this price we aren't going to be choosy.
ZaZa Chat is well worth a look if you are on a budget as it offers so many features at such a reasonable price. However, if you need service level agreements and advanced features you might have to look elsewhere. Small to medium businesses will find a bargain here, but larger organisations would do well to check out our top ten in this category for some of the best products around.
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