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.



78 Reviews of Zopim

Overall rating

4.5 / 5 stars

Showing 1 - 20 of 78 reviews

December 2018

Maria from LeadMachine

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

December 2018

Zendesk Chat is the best customer service app I have ever used!

Pros

I loved that you can set up macros for the texts you usually use and that you can see if the person has opened the chat box so you can be ready to respond to this person

Cons

That it shows information I think it's personal like IP. The rest is useful though

December 2018

Ana from Sweet Lisbon

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

3 of 5

Value for money

3 of 5

Customer support

3 of 5

Functionality

3 of 5

December 2018

Not what I expected

Pros

I was a little disappointed with this software. I only used the free version, because the other is expensive. It works, but there are better free options

Cons

There are other free options with more features.

December 2018

Luke from Cutting Resources

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

3 of 5

December 2018

Usefull website contact system

Pros

Its easy to use and set up, nice notification systems so its fine running in the background and collects plenty of website data, and the translate function really helped with a number of customers

Cons

It can come across as a little restrictive with the additional functions costing more

December 2018

Eric from Source2 RPO

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5 of 5

Functionality

5 of 5

December 2018

Zendesk Chat is a great experience for those needing chat on their website

Pros

We had a trial period of Zendesk chat to try and see how it could work with our recruiting process. The product itself is great, easy to use, and packed with features. Although it didn't work for our use case the way we'd like, we see a large value of Zendesk Chat's widget for any busy looking to connect with customers.

Cons

Set-up is easy for those who are technically inclined, but others may require some walk-through to get things running.

December 2018

Cameron from Blackman & White

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5 of 5

Functionality

5 of 5

December 2018

Interact with your customers!

Pros

The live chat offers a client to speak directly with a support member straight away. fixing there problem instantly

Cons

If all agents are taken then the customer is stuck waiting

November 2018

Ardi from Samsara

Company Size: 11-50 employees

Review Source


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

3 of 5

Functionality

3 of 5

November 2018

Help us to better communication with client

Pros

This software really help us to get in touch with our client in our web. Also I really love the analytics tools. Really good tools

Cons

The price is too expensive for small business. But overall this one of my favorites live chat tools.

November 2018

Patrizia from Patrizia Gacioppo

Company Size: 1 employee

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

3 of 5

Functionality

4 of 5

November 2018

A good customer service tool

Pros

Zendesk has been a great ally for supporting my clients. The real-time allows managing multiple requests in a short time.

Assisting customers has never been so easy. Zendesk offers multiple features such as shortcuts, triggers, referral link, chat history, export option, and user path.

You can also check specific user information like IP address, browser, device, and so on.

Rating option available.

Cons

If you use specific analytics tools (such as Google ones) you might not need the features included inside the Professional plan.

October 2018

Elisa from Packly

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Customer support

4 of 5

Functionality

4 of 5

October 2018

Take care of your users in real time and increase sales

Successful experience. Zendesk Chat is my daily ally to provide proper aid to our visitors

Pros

Zendesk chat is a valuable tool for help desk. It allows providing information and support to your users in real-time.

You can constantly monitor your visitors seeing the active ones, the idle ones and also the ones who opened the live chat tool. You may also see their referrals.

By opening the panels of users visiting your sites you get many information about the pages they are on and all the ones they have seen. You may also viwe their IP, the browser they are using, their location and other useful information about their devices.

Each visitor has thier history. If you already had contact with someone you can easily check your conversation history seeing the agent and the transcriptions. The conversation could be sent via email.

During a conversation you may share attachment with the users and request a rating for your support.

You can create and save standard answers (shortcuts) that can be quickly recalled while writing in the editor. You can also set up specific triggers to notify users activities.


With some plans you have specific insights to compare performance across multiple agents.

Cons

Some useful features are only available for the professional plan (tracking visitors and conversion analytics). If you have other third party to monitor them, you will be fully satisfied by the other plans.

September 2018

Andy from iQuilibrio

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

4 of 5

Functionality

5 of 5

September 2018

Integrated customer service chat solution

We've been using Zendesk Chat since it was Zopim. And while it's not the cheapest customer service chat out there, we've stuck with it, since it provides great integration to Zendesk, allows for shortcuts, integration of chatbots, and many more features.

Pros

Great integration with Zendesk (and all of its features)
Simplicity and ease of use for the customer

Cons

Not the cheapest solution out there
Using more than the most basic features can require some effort on the admin side

September 2018

CRISTINA from Weisyy English Tutorial Services

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

4 of 5

Functionality

5 of 5

September 2018

Highly recommended.

Overall , I am very much satisfied.

Pros

My website caters to Chinese students and using this app makes it easier for the support agents to handle chat support as it automatically translates everything in Chinese.

Cons

It's bizarre that I am always having a hard time finding the online support when in fact the product itself is a support system.

September 2018

Jordan from Paradise Valley Spas

Company Size: 51-200 employees

Review Source


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

2 of 5

Functionality

3 of 5

September 2018

Zopim has limited api functionality for crm connection

Pros

Zopim was easy to implement and the look of the widget for our website looks great. If you are just using this to talk to people who have questions through the zopim dashboard, this is a great tool for you.

Cons

When I tried connecting this through api to our CRM, the data fields and the conversation get mashed together. It makes the conversation messy and difficult to read in the CRM which is why we aren't using it anymore.

September 2018

Jacob from JP Industries

Company Size: 1 employee

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

4 of 5

September 2018

Okay product with great customer support

Pros

I liked that I could set rules to engage chats with my website visitors and to track whom was on my website. I also liked that I could change with my team internally within the platform before transferring a chat or just talking to another team member in regards to a current chat on checking a customers account or ticket. I liked that I could design my chat widget the way I wanted it to look of course with the Zendesk chat branding

Cons

The only thing I did not like was that I could not have the business hours on the free plan.

August 2018

Anonymous

Verified Reviewer

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

August 2018

Lyft Uses It

Pros

If someone is working, they usually respond almost instantly

Cons

Sometimes, Zendesk is probably in another country, so when you need them, they might not be working.

August 2018

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Functionality

4 of 5

August 2018

Zendesk Chat

I switched our company over to Zendesk from Live Chat and cut our bill in half. Or customer service team uses it daily to assist our customers on our website.

Pros

It's a cheap easy to use customer service tool.

Cons

It doesn't offer as many features as comparable products.

August 2018

Manav from OATI

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

4 of 5

August 2018

Better approach for prompt responses

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.

July 2018

Niraj from shaadisaga.com

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

5 of 5

July 2018

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

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.

July 2018

Virginia from Zenergy Technologies

Company Size: 51-200 employees

Review Source: GetApp


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

4 of 5

Functionality

4 of 5

July 2018

Increase your sales x3!

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.

July 2018

Anonymous

Verified Reviewer

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

July 2018

Great chat service for small businesses!

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.

July 2018

Joel from Claro Guatemala

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

3 of 5

Functionality

5 of 5

July 2018

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

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.

July 2018

Anonymous

Verified Reviewer

Company Size: 501-1,000 employees

Review Source: GetApp


Ease-of-use

5 of 5

Value for money

5 of 5

Functionality

5 of 5

July 2018

Great website online live chat tool

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.