Zopim Software


Zopim is a Web-based live chat solution that is designed for small and midsize 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. The solution offers triggered chat functionality in which agents can automatically initiate a live chat session if a visitor gets stuck on a page or needs assistance with something.

With reporting and a dashboard feature, users can monitor agent and chat performance and get a complete view of the customer engagement process. This helps them to analyse and generate feedback regarding customer experience.

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

Supported Operating System(s):
Windows 7 , Windows Vista , Windows XP , Mac OS , Linux , Web browser (OS agnostic) , Windows 2000 , Windows 8 , Windows 10

65 Reviews of Zopim

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  • Manav from OATI

    Number of employees: 501-1,000 employees

    August 2018

    Better approach for prompt responses

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    I used as customer and usually share my views and queries on chat. Agents sometimes do not able to get quick decisions and this make irritate.

    Pros

    It's always a good option when one faces any issue with any services. Quick answers to the questions help customer to take decision and help service provider as well to provide better service and to know about the customer view and the issue faced by users. Some time people feel shy to talk on call and avoid to use mails for communication. Then chat works affectively at that stage.

    Cons

    Sometimes time chat message miscommunicate the information which creates problems for both sides. And service provider get less time to think about the solution for users.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Niraj from shaadisaga.com

    Number of employees: 11-50 employees

    July 2018

    Use zendesk chat and relax! Really great tool and simple integration.

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

    We've been zendesk chat for almost 3 years now without any issues.
    The free version itself gives most of the basic functionality. But if your service is vast, and requires multiple executives to attend to chat queries, the free version may be limiting.
    Zendesk is very easy to configure on your application and very intuitive.

    Cons

    The paid version of the tool is a bit costly so the startups in early stage may not want to use it.
    Happens very seldom, but there may be minor issues such as the chat window getting hung and responses delayed. But no big issues.
    The free version will not give ability to rebrand the chat window - which is reasonable as well.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Virginia from Zenergy Technologies

    Number of employees: 51-200 employees

    July 2018

    Increase your sales x3!

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

    If you’re looking to increase customer satisfaction, customer engagement, and or increase sales conversion rates, Zendesk Chat is the perfect solution for you. Aside from the wonderful customer support, this application can greatly help your sales and marketing team gain a better understanding for what is providing the most traffic, your visitor’s interest, what they aren’t interested in, and gain more insight into which of your sales and marketing initiatives are working. If you want to succeed in today’s market, it’s paramount you have a streamline for how your organization handles incoming sales and lead generation. The ability to chat in real-time is easier on both, your web visitors and sales teams; according to Zendesk, adding the chat feature to your website can provide up to 3x more in sales than traditional cold calling and sales emails (which most of us probably hate receiving…)

    PROS
    This platform has helped us reach more customers without all the same busywork that goes into having to create, beautifully crafted sales emails that often reside in spam folders or get deleted at a speedy rate. Not only does Zendesk’s chat allow you to interact with customers in-real time, it provides more visibility into the needs of your visitors; with the ability to see which pages your visitors are on and can customize each chat to directly suite each visitor. I would highly recommend Zendesk’s team plan for small sized businesses; which only costs a minimum fee /month, per agent. Small-sized businesses often have one person simultaneously managing customer support duties, sales duties, marketing duties, or some mix of the sort (time is of the essence); Zendesk will help ease your responsibilities so you can focus on more important matters. With the ability to manage chats directly with in the online platform and/or the mobile app you have more opportunities to engage with potential clients and keep them from falling through the cracks. The features this application provides are intuitive and helpful for multitasking; the lite plan provides two trigger signals you can set up to notify you when someone enters or exits your website and/or you can turn your chat to offline so visitors can still contact you when you’re away and notify them you will be in touch shortly. The option to file share and create/save templated responses, within the chat, aids customer satisfaction and saves times from having to leave the platform to send an email, call, etc.

    Side note: Because our company uses third party called Lead Liaison to track our web visitors we decided to purchase a subscription for the team plan. I would recommend the same to others who already have other resources in place for visitor tracking; if you don’t have visitor tracking in place the professional plan may be the more beneficial route for you.

    Cons

    Zendesk’s features for conversion analytics and tracking rates are not included in either the lite or team plan. This is one of its downfalls. However, if you are using another third party for visitor tracking (to see how often visitors make a purchase, sign up for downloads, webinars, and/or newsletters, etc.) you most likely already have those statistics available to you.

    I would recommend the professional plan over the lite plan for those interested in using this platform to measure or compare performance across multiple agents; the professional plan presents more, in-depth data regarding customer service and/or meeting specific sales goals/objectives.

    I hope in the future Zendesk will incorporate an unlimited amount of history recognition so that you can look back at past conversations with returning customers, etc.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: GetApp
  • Jordan from Paradise Valley Spas

    Specialty: Retail

    Number of employees: 51-200 employees

    July 2018

    I use Zopim for to chat with leads on my website and my conversion has increased dramatically.

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    Pros

    I like Zopim because it has a mobile app as well as a desktop app. I am able to work and respond to leads that come onto my website even while I am away from my office. This is especially helpful in the evenings when people are home from work and more active online.

    Cons

    The only con I have for this is that the API connection was a little more tedious than other chats that I have tried. When I pull data into my CRM, the info is like one big run on sentence. It might have to do with a mistake on my end, but it will gets the job done.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Verified Reviewer

    July 2018

    Great chat service for small businesses!

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Great software and easy set up for your employees.

    Pros

    Zendesk is very user-friendly and the functionality is great for my business needs. The software is wonderful with organizing support tickets and customizing the chat for my business needs.

    Cons

    The facebook integration needs to be tweaked to keep the conversation going with a client versus every reponse back creating a new ticket.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Joel from Claro Guatemala

    July 2018

    It has been very usefull to manage the customer service through our webchat. Very stable too.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Great app to support your customers

    Pros

    All the options that you have to configurate your webchat and the monitor features that it has to control the operation.

    Cons

    I had an issue whith the integration with salesforce and it was difficult to solve with their customer support.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 501-1,000 employees

    July 2018

    Great website online live chat tool

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    Value for Money
    Pros

    Zendesk chat is a great tool for live chatting with website visitors and it helps us guide the visitors when there is something they cannot find or just have a quick question. We can respond promptly and this makes the user experience with our website smoother and better.

    Cons

    Nothing comes to my mind right away. We have been using it for over months now and there was no problem yet.

    This review was submitted organically. No incentive was offered
    Review Source: GetApp
  • Sandra from Kforce Inc

    Number of employees: 1,001-5,000 employees

    July 2018

    Perfect helpdesk experience for our customers.

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

    In an organization like ours where customers communicate with the sales team via multiple mediums, it used to be very difficult to effectively track Workflow. With Zendesk chat ,we have been able to create an effective customer service workflow via which we have been able to track all customer queries in real time.
    Web visitors chatting with our Live chat team are also able to add attachments via the chat window , saving precious time that would had been otherwise expended sending attachments as via email.
    Zendesk has also enabled customers get a copy of their chat session with our sales agents in their inbox for record purposes.

    Cons

    Our sales agents have made complaints on few occasions about the Zendesk smartphone app. sending new chat notifications a few seconds or even minutes late.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Eris from eCOMMERCE

    Specialty: Non-Profit

    Number of employees: 11-50 employees

    July 2018

    Great for company use towards clients

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

    User friendly, organized, simple, colors are relaxed and inviting. The "visitor" feature is great, looking up chat history comes in handy

    Cons

    As the one using the software to chat with multiple clients at a time, an issue is the appearance of the conversation could look very congested at times. Formatting and spacing might be needed

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Shawn from JSE Networks

    Specialty: Software / IT

    Number of employees: 2-10 employees

    June 2018

    Solid Website Live Chat Application

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    I use it on several of my websites, really good live chat app.

    Pros

    Easy of use, great options, plenty of ways to customize and the best part for me is the fact that it is free, and if one needs to move past the free tier service, there are well priced options to choose from.

    Cons

    You can only setup one free account per e-mail address, it would be nice to have at least three free users per e-mail. Specially for small companies, that are interested in providing this option on their websites.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Brett from CrewTracks

    June 2018

    Just beginning setup and it's looking great so far

    Ease-of-use
    Functionality
    Quality
    Support
    N/A

    Multi-channel chat that's not hard to set up.

    Pros

    I might be reviewing a bit too soon, but thought I'd chime in and say their sales/support people have been amazing so far. Really helpful and low pressure.

    Cons

    I was hoping for a couple features that were more "wish list" items than "must-haves," so I can't complain.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Lynn from Excel Software Services, Inc.

    Specialty: Software / IT

    Number of employees: 2-10 employees

    June 2018

    Powerful and easy to use online chat

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    Pros

    It is very easy to implement on all of your websites (ie main site, ecommerce store). The chat is reliable and quick . .there is no lag time I've experienced with other chat softwares.

    Cons

    It's more expensive than some of the options that have almost as many features. It can be tricky to get the pop up box working just right so it's available but not annoying.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Jonathan from Building Materials

    Specialty: Manufacturing

    Number of employees: 11-50 employees

    May 2018

    The chat box for typing is covered by random loading or waiting messages.

    Ease-of-use
    Functionality
    Quality
    Support

    Someone's cheap idea of importing chat into games and programs, Needs some real coders to either implement it or fix the codeing.

    Pros

    chat box loads, It seems to be inexpensive. I love the fact that they force you to write 100 characters trying to make their product look good when it clearly has faults

    Cons

    sloppy loading Titles are sometimes loaded TTEXT messages like >>>waiting for us30.zopom.com << block the chat box so you can not see what your typing in full screen. when mousing over it switches to the other side until you move the cursor off then it automatically goes back over the chatbox

    This review was submitted organically. No incentive was offered
    Review Source
  • Shirin from ColoAdvisor

    May 2018

    Powerful and yet simple to setup chat software for intense chats that may span many interactions

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    We were able to increase customer satisfaction by giving real time support for our VPN software product. The chat connections were very stable and reliable even when our clients would click away from us and turn on their VPN which would affect their IP address. We also understood what part of the world chats were coming from which explained language barrier issues that we may encounter

    Pros

    The software allowed pre-programmed responses that would save our agents much time when dealing with clients. It was overall easy to configure and use and it saved many clients as they didn't have to wait for responses back to emails.

    Cons

    This is no longer an issue but back when the software was owned by Zopim, it ran on flash ( years ago ) which would sometimes cause performance issues in my browser. This is no longer an issue .

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 11-50 employees

    May 2018

    Beginners Chat Tool

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

    It's very light tool. You could easily connect this tool with your Zendesk system and measure it. You could convert chat sessions to tickets.

    Cons

    You could also find free chat tools having the functions. Also user interface of this tool is a bit confusing.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: GetApp
  • priya from emprise

    May 2018

    zendesk live chat is one of the best software that can be used for business purposes.

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

    zendesk chat has easy to use interface.Also, you can integrate it into your website by following some simple steps. It allows you to interact with your clients on live chat and answer their queries in just minimum seconds.

    Cons

    In free plan you can only serve one chat at a time. To serve concurrent chats you have to opt for their paid plan.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Keith from Lineagewear

    May 2018

    Love this as a way to communicate with customers

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

    I love that you can communicate in real time. This is so much better than using something free like Facebook message! Very good features and awesome!

    Cons

    Just like any other zendesk at times it is difficult to get support but that's ok considering you shouldn't have many issues!

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    May 2018

    The best chat widget for the money

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

    We shopped around a ton for different solutions and Zendesk Chat is by far the best deal when it comes to chat widgets.

    Cons

    I wish it had feature parity with Drift, but considering the difference in price, ZD Chat gets the job done for us. Our customers appreciate it and we use it every day.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Elmo from YGreen Capital and Advisory

    May 2018

    Very handy tool to use on your website

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Very easy way to connect to your website visitors.

    Pros

    Easy to use interface on your website to chat to web visitors. We signed up two new customers within a week by offering the option on our website to chat in real time.

    Cons

    The setup was not as easy as I would expect, you would need some technical knowledge to setup the program.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Serianna from D&B The Facility Group

    Number of employees: 501-1,000 employees

    April 2018

    Make it easy for clients to chat with you for quick questions

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

    I like that you can set automated responses and make sure your client is answered even if you need a minute extra to respond.

    Cons

    It can be hard to identify who you're dealing with. It would be awesome if their name could be shown automatically, if they've chatted with you before. But they can enter there name too.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
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