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

80 Reviews of Zopim

 

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Software Advice Reviews (14)
More Reviews (66)

Showing 1-14 of 14

Ardi from Samsara
Specialty: Non-Profit
Number of employees: 11-50 employees Employees number: 11-50 employees

November 2018

November 2018

Help us to better communication with client

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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.

Review Source
 
 

Jordan from Paradise Valley Spas
Specialty: Retail
Number of employees: 51-200 employees Employees number: 51-200 employees

September 2018

September 2018

Zopim has limited api functionality for crm connection

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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.

Review Source
 
 

Eris from eCOMMERCE
Specialty: Non-Profit
Number of employees: 11-50 employees Employees number: 11-50 employees

July 2018

July 2018

Great for company use towards clients

Ease-of-use

Functionality

Product Quality

Customer 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

Review Source
 
 

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 66

Heidi from E-Learning
Number of employees: 2-10 employees Employees number: 2-10 employees

December 2018

December 2018

Works great if you use other Zendesk products

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've liked Zendesk chat because it's pretty seamless with the other Zendesk products you already may be using. It's handy to see chat tickets alongside your regular tickets (which is an option you can set up) and it's nice to be able to bring in Zendesk data and user data on a chat, so you have context right there in the window.

Cons

I wish there were more chat window customizations without the need of a developer. Things like being able to more fully customize language that appears in the chat window would be nice.

Review Source: Capterra
 

Brittany from Safe Home Pro, Inc.
Number of employees: 11-50 employees Employees number: 11-50 employees

December 2018

December 2018

Clean, User-Friendly

Ease-of-use

Functionality

Product Quality

Customer Support

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

Quick, easy, and to the point. Does exactly what I need it to do!

Pros

I have had to use Zendesk Chat multiple times for our Shopify account and it has always been extremely helpful and easy to use. Never had any glitches or errors.
You can send screenshots of issues to the agent on the other end.
Very user-friendly, clean design, straight forward and simple, which I like.
It's just like a iphone message, so you can see when the other person is typing.

Cons

I guess my only con is sometimes I get distracted on another screen and the agent will cancel out the chat. So maybe somehow making it pop up or blink or somehow alert me that I have a message, otherwise I have to go through the whole process again of opening up and waiting for an agent.

Review Source: Capterra
 

Maria from LeadMachine
Number of employees: 2-10 employees Employees number: 2-10 employees

December 2018

December 2018

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

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 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

Review Source: Capterra
 

Ana from Sweet Lisbon
Number of employees: 2-10 employees Employees number: 2-10 employees

December 2018

December 2018

Not what I expected

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 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.

Review Source: Capterra
 

Luke from Cutting Resources
Number of employees: 51-200 employees Employees number: 51-200 employees

December 2018

December 2018

Usefull website contact system

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

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

Review Source: Capterra
 

Eric from Source2 RPO
Number of employees: 51-200 employees Employees number: 51-200 employees

December 2018

December 2018

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

Ease-of-use

Functionality

Product Quality

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

Review Source: Capterra
 

Cameron from Blackman & White
Number of employees: 51-200 employees Employees number: 51-200 employees

December 2018

December 2018

Interact with your customers!

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
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

Review Source: Capterra
 

Patrizia from Patrizia Gacioppo
Number of employees: 1 employee Employees number: 1 employee

November 2018

November 2018

A good customer service tool

Ease-of-use

Functionality

Product Quality

Value for Money

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

Review Source: Capterra
 

Elisa from Packly
Number of employees: 11-50 employees Employees number: 11-50 employees

October 2018

October 2018

Take care of your users in real time and increase sales

Ease-of-use

Functionality

Product Quality

Customer Support

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

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.

Review Source: Capterra
 

Andy from iQuilibrio
Number of employees: 11-50 employees Employees number: 11-50 employees

September 2018

September 2018

Integrated customer service chat solution

Ease-of-use

Functionality

Product Quality

Value for Money

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

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

Review Source: Capterra
 

CRISTINA from Weisyy English Tutorial Services
Number of employees: 2-10 employees Employees number: 2-10 employees

September 2018

September 2018

Highly recommended.

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

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.

Review Source: Capterra
 

Jacob from JP Industries
Number of employees: 1 employee Employees number: 1 employee

September 2018

September 2018

Okay product with great 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
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.

Review Source: Capterra
 


August 2018

August 2018

Lyft Uses It

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

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.

Review Source: Capterra
 


August 2018

August 2018

Zendesk Chat

Ease-of-use

Functionality

Product Quality

Value for Money

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

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.

Review Source: Capterra
 

Manav from OATI
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

August 2018

August 2018

Better approach for prompt responses

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

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.

Review Source: Capterra
 

Niraj from shaadisaga.com
Number of employees: 11-50 employees Employees number: 11-50 employees

July 2018

July 2018

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

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'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.

Review Source: Capterra
 

Virginia from Zenergy Technologies
Number of employees: 51-200 employees Employees number: 51-200 employees

July 2018

July 2018

Increase your sales x3!

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

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.

Review Source: GetApp
 


July 2018

July 2018

Great chat service for small businesses!

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

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.

Review Source: Capterra
 

Joel from Claro Guatemala

July 2018

July 2018

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

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

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.

Review Source: Capterra
 


July 2018

July 2018

Great website online live chat tool

Ease-of-use

Functionality

Product Quality

Value for Money

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

Review Source: GetApp