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.

 

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

56 Reviews of Zopim

 

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Software Advice Reviews (11)
More Reviews (45)

Showing 1-11 of 11

Shawn from JSE Networks
Specialty: Software / IT
Number of employees: 2-10 employees Employees number: 2-10 employees

June 2018

June 2018

Solid Website Live Chat Application

Ease-of-use

Functionality

Product Quality

Customer 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.

Review Source
 
 

Lynn from Excel Software Services, Inc.
Specialty: Software / IT
Number of employees: 2-10 employees Employees number: 2-10 employees

June 2018

June 2018

Powerful and easy to use online chat

Ease-of-use

Functionality

Product Quality

Customer 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.

Review Source
 
 

Jonathan from Building Materials
Specialty: Manufacturing
Number of employees: 11-50 employees Employees number: 11-50 employees

May 2018

May 2018

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

Ease-of-use

Functionality

Product Quality

Customer 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

Review Source
 
 

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 45

Brett from CrewTracks

June 2018

June 2018

Just beginning setup and it's looking great so far

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality

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.

Review Source: Capterra
 

Shirin from ColoAdvisor

May 2018

May 2018

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

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

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 .

Review Source: Capterra
 


May 2018

May 2018

Beginners Chat Tool

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 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.

Review Source: GetApp
 

priya from emprise

May 2018

May 2018

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

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

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.

Review Source: Capterra
 

Keith from Lineagewear

May 2018

May 2018

Love this as a way to communicate with customers

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 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!

Review Source: Capterra
 


May 2018

May 2018

The best chat widget for the money

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 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.

Review Source: Capterra
 

Elmo from YGreen Capital and Advisory

May 2018

May 2018

Very handy tool to use on your 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

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.

Review Source: Capterra
 

Serianna from D&B The Facility Group
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

April 2018

April 2018

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

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 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.

Review Source: Capterra
 

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