Zopim Software


 

Zopim is a Web-based live chat platform for website visitor engagement. It is designed for small and mid-size enterprises and offers live chat, triggered chat and chat analytics within a unified solution.

Zopim allows agents and sales representatives to remotely engage with website visitors at the click of a button. The key feature of this solution is the triggered chat functionality, which allows agents to automatically initiate a live chat session if a visitor gets stuck on a page or needs assistance with something.

With accurate reports and a dashboard for monitoring agent and chat performance, users get a complete view of the customer engagement process. This helps them make effective decisions regarding customer experience improvement.

Other features include chat transfer between agents, file transfer during chat and integration with customer relationship management (CRM) systems such as Zendesk, Salesforce and Zoho.

 

Zopim  - Dashboard
 
  • Zopim  - Dashboard
    Dashboard
  • Zopim  - Chat history
    Chat history
  • Zopim  - Live chat
    Live chat
  • Zopim  - Incoming chats
    Incoming chats
  • Zopim  - Customer info
    Customer info
  • Zopim  - Pop-out chat
    Pop-out chat
Supported Operating System(s):
Windows 7, Windows Vista, Windows XP, Mac OS, Linux, Web browser (OS agnostic), Windows 2000, Windows 8, Windows 10

45 Reviews of Zopim

 

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Software Advice Reviews (8)
More Reviews (37)

Showing 1-8 of 8

David from DSH Group
Specialty: Retail
Number of employees: 2-10 employees Employees number: 2-10 employees

February 2018

February 2018

Pretty good Product

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Pros

I am relatively happy with this product. It has been beneficial to my company in being able to help customer that need it.

Cons

I have had some issues with not getting notified of chats coming in. Also sometimes if I do not log off it doesnt time out on me which I think it should after a certain time.

Review Source
 
 

Chris from FWC
Specialty: Software / IT
Number of employees: 11-50 employees Employees number: 11-50 employees

February 2018

February 2018

Feature Rich

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Pros

Lots of features, and decently straight forward to use. The front end is pretty intuitive but the behind the scenes functionality is not so straight forward.

Cons

Some of the features don't work 100% of the time. Sometimes the link between the separate portals severs and you have to create duplicate accounts.

Review Source
 
 

Chase from Hofmeister Personal Jewelers
Specialty: Retail
Number of employees: 11-50 employees Employees number: 11-50 employees

February 2018

February 2018

Easy to Use

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Pros

This Product is easy to use and I have not had any issues with it. I would recommend it to other people

Cons

There have been a couple times that there servers were down but that happens.

Review Source
 
 

Anthony from FWC
Specialty: Software / IT
Number of employees: 11-50 employees Employees number: 11-50 employees

November 2017

November 2017

Zopim Chat

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

This is a very powerful tool for web based business. Our customers use this regularly to reach out to a sales rep, or get questions answered.

Cons

Very few cons with this product, it works as it should. It does require you have a few sales reps to manage the inbound chats, some days are busier than others. Im sure there is a way to create a queue.

Review Source
 
 

Chase from Firewalls.com Inc.
Specialty: Retail
Number of employees: 11-50 employees Employees number: 11-50 employees

November 2017

November 2017

Great for Online Chat

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Pros

Really simple to use to chat with customers when they come on to your website. Can set up different rules for employees to limit how many chats that can be taken.

Cons

No major Cons to this product. Have been a user for over six months and the only negative thing that I can say is that it did go down once.

Review Source
 
 

Ben from Safety LMS
Specialty: Telecommunications
Number of employees: 2-10 employees Employees number: 2-10 employees

May 2017

May 2017

Money Maker

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

We implemented this chat feature shortly after I started at the company. It is hands down the best decision I have made in my first year working for the company. People want instant answers, Zopim ensures they get it and lets you start a conversation before they go looking for answers elsewhere

Cons

Took a bit of time to set up and understand the pop-ups. Could be very annoying if your website was one that people consistently came back to

 
 

Andy from Powerlinx
Specialty: Software / IT
Number of employees: 2-10 employees Employees number: 2-10 employees

January 2017

January 2017

Not my favorite UI/UX

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

A perfectly usable product that somehow still leaves me wanting. Tough to put my finger on it, but I simply don't love the design and function. Everything is there, it just isn't presented in a particularly attractive way.

Pros

Works fine...

Cons

The default alert sounds are really goofy. I'm not sure if I'm allowed to change them or not.

Advice to Others

I would try other chat tools such as Olark

 
 

Andrew from Spectrum Janitorial Supply
Specialty: Distribution

April 2016

April 2016

Everything we need at a great price

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

Zopim has all the features we need for providing excellent live chat support to our website visitors. We use triggers to proactively engage with visitors, which will often lead to new chats and more sales. The free version is excellent for a small business with only one support agent, but Zopim offers other reasonably priced plans as well.

Likes Least

I wish the widget's appearance were able to be customized a little more.

Recommendations

If you have only one support agent, start with the free version. If you have a bigger team or would like more features such as triggers, try one of the other plans.

 
 
 
Showing 1-20 of 37

Philip from Cobiro
Number of employees: 11-50 employees Employees number: 11-50 employees

April 2018

April 2018

Basic chat tool but helpful if you are getting started

Ease-of-use

Functionality

Product Quality

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Pros

It is a nice chat feature with limited customizability. It is especially nice if you also have Zendesk, so you can integrate both of them together and give a unified experience.

Cons

The customizability is not a lot. You can change the color of the chat widget but that is pretty much it. also there are only 2 triggers that you can set on the free version. Maybe more work needs to be put in if it should be a very complete chat feature.

Review Source: GetApp
 

Steven from sparkbay

March 2018

March 2018

great for medium sized companies

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Easy to make it scalable to our growing business, never leaves a customer hanging and great visibility on website

Cons

Difficult to use on mobile for our agents, but other than that nothing negative. Agents use it more on computer

Review Source: Capterra
 


March 2018

March 2018

Feature rich tool but lacks direction

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Pros

I have been a great admirer for Zopim Chat(now Zendesk Chat). The rich features and the excellent dashboard has always amazed me. They are far better than most of the other solutions which are available in the market.

Cons

They lack direction, perhaps they won't want to change. But other companies including Intercom are far ahead in terms of features and design. Perhaps, another rebranding would save them from the fierce competition.

Review Source: GetApp
 


March 2018

March 2018

One of the best chat software on the market

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

It gives me a great platform to communicate with my customers.

Pros

Zendesk Chat is easy to setup and install on your website. Zendesk does have their own chat app which you can install on your phone or tab/iPad which makes it easy to communicate with the customers.

Review Source: Capterra
 

xavi from Turisme Actiu
Number of employees: 2-10 employees Employees number: 2-10 employees

March 2018

March 2018

Clean and practical

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Costumer service

Pros

It's a really good tool if you have a small company and the free version is enough if you have low traffic on your website.

Cons

If you need to talk with 2 clients at the same time, free version doesn't allow you to do that and prices also are a little bit more expensive than other softwares.

Review Source: Capterra
 

Andrew from Operation 36 Golf

February 2018

February 2018

Great customer engagement tool

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Support
Pros

Very easy to engage visitors on our website. Can chat with multiple people at once and is very easy to manage.

Cons

Would like there to be an option for visitors on the website to identify who they are so I can know how to engage them.

Review Source: Capterra
 

MICHAEL from MasterPro Service Inc

February 2018

February 2018

Interesting add on to our on site communication mediums

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Having an app ready to respond to site chats means that we are able to help potential clients at any time anywhere. Having yet another convenient method for instant communication means we are ready as millennials become the new primary consumer and want such an easy way to get in touch. For our business, we really are content with the free version but there are reasonable packages available if we ever see the need to expand its use.

Pros

The ability to always have a CSR ready to answer a question without having to switch to online forms/emails or picking up a phone. It was also very easy to set up our WP site and customize the interface.

Review Source: Capterra
 

Diana from Partner Hero
Number of employees: 51-200 employees Employees number: 51-200 employees

January 2018

January 2018

Zendesk chat is the most efficient tool to offer immediate customer support.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Our team is very productive thanks to Zendesk Chat.

Pros

Zendesk chat offers the option to keep all the new incoming chats in a queue and notifies the customer that an agent will get in touch soon. This helps our customer service team to answer the opened chats only and then focus on those chats waiting in the queue.

Cons

The only thing that I would like they improve would be the fact you can't know what the customers asked in the chat until you open the chat.

Review Source: Capterra
 

Dérick from Devolutions
Number of employees: 51-200 employees Employees number: 51-200 employees

December 2017

December 2017

Best chat service for your organization!

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Pros

- Chat window directly on our website.
- Easy to use, aesthetic and moreover affordable
- Automatic message to facilitate recurrent questions

Cons

- Sometimes when you log out it doesn't work. The service stays available on the site web even though nobody is there to answer

Review Source: GetApp
 


December 2017

December 2017

Useful but could improve

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

It's easy to use and can be embbed in my website, i like it that we can customize it and my customers will get the popup window everytime they get in the website.

Cons

The smartphone app needs much improvement, it does not send notifications real time when the customers are online, I have to manually refresh the app for it to work and show me the chats.

Review Source: Capterra
 

Keith from Asun Star
Number of employees: 2-10 employees Employees number: 2-10 employees

November 2017

November 2017

Great for getting in touch right away

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

I love that you can contact your customers in real time, instead of waiting for emails. This really improves your CS, and overall quality of buisness

Cons

It at times can be buggy, but we found that to be on our end most of the time. Overall it's a neat little device that we find handy!

Review Source: Capterra
 


November 2017

November 2017

Very good customer support

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Immediate support. easy tool to implement

Pros

A simple tool with strong customer support that solves any problem in minutes. We are using them since thy started as 'Zopim' and not planning to replace.

Cons

Chat window design is a bit outdated. I'm sure their great designers can come with new designs or ideas how to make the window chat look much more modern

Review Source: Capterra
 


October 2017

October 2017

Nothing out of this world

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Support

It was my first experience with a chat room on my site, it works fine but it iss too expensive, i prefer to use a free chat room like Tawk.to

Pros

No pros compare to other free chat apps, there are few free chat app that has more features and are free

Cons

It is too expensive, there are some better alternatives wich are free, that have more features that makes chatting more easy

Review Source: Capterra
 


October 2017

October 2017

Zendesk Chat was a simple chat widget to add to our website

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

I like how simple it was to integrate into our website. It works nicely for doing live sales and support chat.

Cons

I wish it had more options when you were away from your desk, like letting the user know how long it will take for the agent to become available. I also wish it would let it automatically search your helpdesk for answers that may already be answered.

Review Source: Capterra
 

Rob from Plum Productions Video
Number of employees: 2-10 employees Employees number: 2-10 employees

October 2017

October 2017

It works...but minimally helps.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

I use the app on my iPhone and get notifications when someone visits our site. I use the Freemium version and it works well. I can see who they are (if they've logged into the website), I can see where they are located, and I can opt to chat with them if I want to. We were able to convert a few leads/lookers into actual meetings by using the chat option, but nothing has converted to actual sales.

Cons

The app is rather clunky. You have to click a few times to get to the information, whereas it should show you once you click on the user number/name. I'd like the option to automate a message after they get to our site (or after a set amount of time), but it's not available in the free version...Not sure about the paid version.

Review Source: GetApp
 

Ana from Xaleri Turismo Lda
Number of employees: 2-10 employees Employees number: 2-10 employees

September 2017

September 2017

Very helpfull

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

It's good but there are better also for free

Pros

I used the free plan so I don't expect to work and good as the pay plan. It fulfilled my needs to have a live chain my website that could put me in direct contact with potential clients.

Cons

Boring design for the chat message box
no desktop notifications
Notification sound only played once. Since we are not at the reception desk all the time, it would make our work more difficult since we needed to keep checking the website.
No mobile app
If we closed browser window we would be immediately offline.

Review Source: Capterra
 

aaron from nationwide access llc

September 2017

September 2017

I recommend this app for other businesses. It has a lot of features included.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

We really love the features and the UI of the admin page. It comes with analytics that really helps creating new goals.

Cons

The premium price is a bit expensive I think. Other than that, everything else is great. We havent contacted support yet, so i really can't say anything about it.

Review Source: Capterra
 

Gisele from HelloFresh
Number of employees: 201-500 employees Employees number: 201-500 employees

September 2017

September 2017

It is a API that is intuitive

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Straight forward and easy to use

Pros

It has key Key performance indicators needed to measure productivity and is straight forward. It is easy though

Cons

You can not download report data for productivity of more than 30 days which does not make report easy.

Review Source: Capterra
 

Andreas from diekleinanleger.com

April 2017

April 2017

Wideley Used but better alterantives are available

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Zendesk Chat is a proper tool for customer engagement, it is not the easiest to use and not the cheapest on the market but for scaling the best option.

Review Source: Capterra
 

Cammy from ProjectNfinity
Number of employees: 2-10 employees Employees number: 2-10 employees

December 2016

December 2016

Great, but lacks functionality.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Pros
- Real-time monitoring of website visitors.
- Metrics, but only available to a higher tier.
- Simple and easy to configure.
- I like the simple chat box design, nothing too fancy.

Cons
- Lacks a lot of features other live chat has to offer.
- The lack of visitor typing insight is one, which also, they refuse to develop due to privacy concerns of the website visitor.

We're still using Zopim.

Review Source: Capterra