Zopim Software

4.44 / 5 (87)

About Zopim


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.



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Supported Operating System(s):

Windows 7, Windows Vista, Windows XP, Mac OS, Linux, Web browser (OS agnostic), Windows 2000, Windows 8, Windows 10

87 Reviews of Zopim

Average User Ratings

Overall

4.44 / 5 stars

Ease-of-use

4.5

Value for money

4.5

Customer support

4.0

Functionality

4.5

Ratings Snapshot

5 stars

(49)

4 stars

(29)

3 stars

(8)

2 stars

(0)

1 stars

(1)

Likelihood to Recommend

Not likely

Very likely

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Showing 1-20 of 87 reviews

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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.

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.

January 2019

Timothy from Eldotec Consultancy Services

Company Size: 51-200 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

January 2019

Zendesk Chat Review

I have been using this service for almost six months now and I can say it has been great. I would recommend any company to purchase this service because it the top in the industry. The user interface is very friendly and eye catching. Its very easy to get started and hit the ground running. Its ability to have different departments to split chats coming through is a very great idea since it reduces confusion and ensures that users who are trying to reach you come through the right channel/department.

Pros

-Ease of use.
I was able to learn how to use it in a day. It has features that make it so easy easy to use as you advance
such as shortcuts and the various notifications that ensures that you are alert at all times.
-You can also build macros which you can come in handy when handling many users at the same time.
-Pulling of metrics. Users can track their progress by pulling weekly metrics which is really helpful to track you progress.

Cons

Logging out users from the chat box once there is no internet connection. If the team could find a way to give users like 2 min to fix the internet connection issue before logging user out, that would be great.

July 2018

Sandra from Kforce Inc

Company Size: 1,001-5,000 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

July 2018

Perfect helpdesk experience for our customers.

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.

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.

December 2018

Heidi from E-Learning

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

Works great if you use other Zendesk products

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.

January 2019

Ishan from Get Beyond Limits

Company Size: 2-10 employees

Review Source


Ease-of-use

5 of 5

Value for money

5 of 5

Functionality

5 of 5

January 2019

Increases Interaction With Customer

Happy with the product and the feature of real time conversation with the user.

Pros

- With the help of Zopim i got the opportunity to interact with the people on my website in real time.
- Very nice mobile application for chat.
- Love the instant email which are sent to the admin when a message is left on the website
- The offline mode is very helpful to ensure we dont loose customer

Cons

- I wish the design of the pop up window could be customizable
- Good features are made available to users for free so cannot complain much :-)

March 2019

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

4 of 5

Functionality

5 of 5

March 2019

The chat tool that beats all other chat tools

Pros

The agent dashboard is amazing. Within seconds you can easily view all ongoing chats, chats in queue, and which agents are assigned. We enjoy the great UX that it provides to our customers with the onscreen pop-up in our product. The weekly automated reports is very insightful but not overwhelming. It's the right amount of data to understand the health of your chat support.

Cons

I don't have any complaints about Zendesk Chat. For our customers and what we use it for, it works for us.

June 2018

Shawn from JSE Networks

Company Size: 2-10 employees

Review Source


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

4 of 5

Functionality

4 of 5

June 2018

Solid Website Live Chat Application

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.

April 2018

Philip from Cobiro

Company Size: 11-50 employees

Review Source: GetApp


Ease-of-use

4 of 5

Value for money

5 of 5

Functionality

3 of 5

April 2018

Basic chat tool but helpful if you are getting started

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.

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

May 2018

Shirin from ColoAdvisor

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

5 of 5

May 2018

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

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 .

October 2017

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

4 of 5

Functionality

3 of 5

October 2017

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

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.

November 2017

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

3 of 5

November 2017

Very good customer 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

January 2018

Diana from Partner Hero

Company Size: 51-200 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

January 2018

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

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.

January 2019

Jacob from VALUEWALK LLC

Company Size: 11-50 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

January 2019

Great Platform For Sales/Support

We use zendesk both for support and for sales for our premium subscription products

Pros

I have very few complaints about Zendesk - we have made sales in just a few days of using it which already has covered our costs for their software for the year so its a no brainer to use - its a great platform for sales or support at a pretty cheap price

Cons

I have no complaints at the moment - it meets all my needs and it only costs a few dollars a month - its possible if i had lots of staff i would need more complex features (although it appears Zendesk supports much of that already)

May 2018

priya from emprise

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

4 of 5

May 2018

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

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.

November 2017

Anthony from FWC

Company Size: 11-50 employees

Review Source


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

November 2017

Zopim Chat

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.

February 2018

Chris from FWC

Company Size: 11-50 employees

Review Source


Ease-of-use

3 of 5

Functionality

3 of 5

February 2018

Feature Rich

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.