Zazzle Chat System Pros & Cons

[Laura]

Please list your pros & cons regarding the current Zazzle chat system. 

Every designer has their own unique experiences so this is the place to share them. 

Thank you for participating ✨

[Laura]

I also enjoy hearing from customers and their occasional requests, wedding and otherwise. It's most satisfying to help them and, as you implied, be inspired! I'm balancing out the pros and cons of the number of those types of chat messages vs what should be Zazzle customer service messages, and the time involved.

[sharonrheafords]

I've actually become true friends with one and her family and casual with some others due to chat. I just hate to ignore anyone asking for help, and I am not able to due to packing and other things now and at times..... probably the same as many having family obligations, children, and all that involves.  I haven't had time to check forums also, and they have helped me a lot ..... just no time.

[AirTwin]

I want an opt out option. I cannot name a pro to having direct chat.

I'm not sure I can post what has happened to me through chat because it involves cross platform naming. I had no way like on Etsy for billing half up front for custom work.

Other chats types. Even if I could help or want to help... I cannot send them samples of pillows fabric, I cannot tell them what they ordered or where it is in the mail... I cannot read half of what I'm alerted to by email and If I can it's always a junk mail.

[BevStuff]

I agree. I'd like an opt-out option, like a check box I can tick in my account, that I can choose to be contacted via chat or not. 
I and others asked for this at the time this chat thing. was initiated.

[Cat]

Well guys, I changed the infographic that I include in the media section with every product that has a cover. Since I changed it to this, I haven't gotten ANY messages asking for help, and only one or two customer service questions. Maybe it's a coincidence? Maybe I just put something out into the universe and customers sensed my new energy on this topic? (ha ha)

Anyway, here's what I'm using now:

I've also changed my blurbs on the chat, about me & store info to be similar to this. My stress level has gone down about a zillion percent. 

Also, just an FYI, I was playing around with the AI chatbot to see what sort of answers it would give me if I asked it some of the things that customers usually ask me, and at one point it asked me if I'd like to be connected to an agent who could provide me with design help. I'm not entirely sure what that means, but I'm hopeful that it means that it will actually connect someone to support and that they can get assistance in real time. Assuming that's the case, I think it's actually much better for the customer than infinite back & forth with me.

[ColsCreations]

That is fabulous! I don't even get chat requests and want to add that as a custom cover on everything, too! Fabulous idea! 👍💚

[Marcia]

That's wonderful! Would you mind if I created a version based on your infographic that's mine? I would change it a little to mesh with my needs.

[Cat]

By all means! You can copy it word for word if you like. I figure the more of us who can spread the word about how Zazzle's system works (i.e. that we don't make & ship the products), the better it will be for all of us!

[Marcia]

Thank you! 😁

[AirTwin]

That is nice.

If they want to act like Etsy might has well treat listings like an Etsy listing.

[Deb]

I have both negative and positive thoughts .. I hate answering stupid questions, but then think.. well.. they aren’t familiar with the design tools.. I get folks who basically want me to do everything .. giving me the names, dates etc.. things they can do .. l get folks wanting a tweak in design, color change or what ever .. some want almost a complete redesign at which time I remind them I charge for custom work beyond zazzle .. and have them contact me via email to schedule a payment.. I have had folks who literally want me to redo the entire thing in another language.. in the case of a Jewish bat mitzvah,  even with a whole new alphabet I have had to research and download .. the list goes on.. some I have been brought into their lives in most personal ways .. some I hear from again.. a very few are quick one and done .. ALL IN ALL.. it is MY opinion.. that no matter how much or little I have had to help them.. it is. MY opinion ALL CHAT SALES SHOULD BE AUTOMATIC SELF REFERRALS.. thats my 2 cents .. oh and Cat .. that is awesome .. great and professional job.. ❤️

[AirTwin]

It's true this place is so complex, if you are new, I don't blame people for being confused.

[Cat]

OK guys, I just had the funniest chat interaction ever and thought I'd share. Someone used one of my background images and then contacted me wanting custom design work. I replied with my boilerplate "you've got the wrong person" response and advised her to either contact the actual designer or customer service.

She replied with "agent"

OMG - Apparently, I sound like a chatbot? 

I'm not sure what that says about the usefulness of the chat feature, but it totally cracked me up!

[Cat]

On a more serious note, I think maybe this points out that customers need an easier/more obvious way to reach customer support. Perhaps a permanent button linking to support could be provided inside of the chat window - rather than just the link that goes away after the initial message. Maybe there could be a button or link in the right-hand panel under the names of the chat participants? Something similar to this:

I'm tagging a few moderators in the hopes that this idea can get passed along. @Fiona @Scott @Mark 

[Mark]

Hey @Cat,

Thanks for your feedback here. I will be happy to let the team know.

[YesItsRoy]

The system used to send us an email with the entire message.  That was helpful b/c I can't always stop client work and help someone right, but if it's a quick and easy thing, I would do it.  If not, I could get with them later in the day.  There was also the issue that the links to "click here to see the message" had Zazzle's RF ID in them, so I never encouraged customers to use chat.

Then the system started sending us the first 3-4 words in the email notification, so no telling what the request was.  I would read the messages and make a determination -- often, I didn't have time right then to respond.

Then they added the Read Receipt, where the customer knew I had looked at their message.  That (mentally) forced me to respond immediately.  This isn't my full-time job, and there was no way to turn off read receipts.  So I quit looking at the messages.

I went to look one day, and now I have to authenticate using my cell phone.  I don't give my cell phone number even to clients who have me on retainer (they get an office number which forwards to my cell, so 24/7 access for emergencies, but no texting).  I'm not going to give Zazzle my cell.  It's is for friends and family.

So that's my experience.  I don't use chat, and unfortunately for all of us, Zazzle's customer service requests are sitting in limbo there.  

[AirTwin]

Those authenticate or codes won't send to just any phone number, you need certain providers. I saw it and didn't have time for it that day. Then forgot about it until reading your post.

[YesItsRoy]

Yes, I tried my Google Voice number -- which I give out freely as an alternative -- and no-go. 

All these companies, and large companies especially, feel like they have a right to our cell phone numbers, but the *reason* I'm not all spammed up is that I don't give it out.  Not even my bank has it; they can call a landline. 😂  Not to mention... or, since I'm mentioning it... these companies (by DEFAULT) completely eliminate authentication by users who can't use cell phone or don't have one for whatever reason.  

[Laura]

@YesItsRoy You perfectly summed up my overall experience!!

[Andrea]

Painful on a mobile, which is mostly where I want to respond quickly to a request. Small window, unable to (save) leave, and return with a product link. I don’t  know where I stand with associate/ affiliate links in this instance, or which/how is best or even allowed! Often, I have no idea what product the customer is referring to. So further questions have to be asked before moving forward.... once i worked on the wrong product. Ebay at least allows you to select the product you are referring to.

[AirTwin]

True. When did Saved Designs break?
I went back to work on something and cannot access the link.

[RaphaelaWilson]

Overall, the chat system is great... A couple of BIG improvements that I wish the chat system could have:

1. Phone notifications from the app when some one sends a message.
This used to be the case, but for quite a long time now, I do not receive app notifications anymore on my phone (which is an iphone 13)... I have tried reinstalling it numerous times, and also have thoroughly checked my settings. When you can catch a customer when they first message you, it makes a big difference in communication.

2. A search feature in chat would be soooo useful!
I receive a lot of messages, and often when I try to re-lookup a customer or a particular project, it requires a lot of searching... Just a simple search box for keywords would be amazing!

That's all I've got for now, thanks Z 🙂

[Pádraig]

Hi @RaphaelaWilson,

Thanks for sharing your feedback on Zazzle Chat. We really appreciate. We will review this further.

Thanks again,

Pádraig

[Polenth]

Only cons for me. It's all stuff that should go to Zazzle support. The last person I redirected cancelled their order. From their perspective, they tried to use the help chat and were given the runaround. Customers simply don't understand that we're not support and can't help them with shipping questions. So, give me an opt out. It'd be better for everyone involved.