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

95 Reviews of Zopim

Average User Ratings

Overall

4.45 / 5 stars

Ease-of-use

4.5

Value for money

4.5

Customer support

4.0

Functionality

4.5

Ratings Snapshot

5 stars

(53)

4 stars

(33)

3 stars

(8)

2 stars

(0)

1 stars

(1)

Likelihood to Recommend

Not likely

Very likely

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Showing 1-20 of 95 reviews

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July 2018

Virginia from Zenergy Technologies

Company Size: 51-200 employees

Review Source: GetApp


Ease-of-use

5.0

Value for money

5.0

Customer support

4.0

Functionality

4.0

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

5.0

Customer support

4.0

Functionality

4.0

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.

March 2019

Rocky from Mirasee

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

2.0

Value for money

3.0

Customer support

5.0

Functionality

3.0

March 2019

Zendesk Chat (formerly Zopim) works good but ugh

If you're using it for one single landing page or a very specific purpose, Zendesk chat is great for that. But if you want a chat software that does a lot of different things - like customer support on one page, sales on another, and tech help on another -- it's really hard to do without a developer. At the price we are paying, Zendesk chat is becoming long in the tooth. And we're still waiting on another chat software to change our minds.

Pros

It's easy to deploy, and very easy to get up and running. I've gotten my non-tech team to set their own automated messages without having to guide them. Once you're in their dashboard to chat with leads/customers, it's really easy to manage.

Cons

Like regular Zendesk's Helpdesk software, the backend UX is so outdated. There's options within options. You can jump around to many different settings to find the one option you were looking for tucked away somewhere else.

I also dislike a lot of their conditional logic. It's confusing.

I also don't like that if I wanted to have a bunch of different chat types, I'll can't set that up easily without writing custom code to set that up. It has that option, but only if you're a developer.

March 2019

Andrew from Custom Creations 2 die 4

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

4.0

Value for money

5.0

Customer support

4.0

Functionality

5.0

March 2019

Zendesk Chat LIVE at A Glance

I have realized after using Zendesk Chat that there was a lot of things and good opportunity's I had missed by not knowing the information that Zendesk Chat provides. I feel more confident in my business and I am making my costumers happier by understanding there needs faster an being able to provide the best possible service I can for my clients

Pros

I love the fact that when you first get it installed the program offers a free 14 day pro trial, and after the trials over It goes back to a free version. Zendesk Chat dose very well in teaching you how to chat right away so you don't miss out on any possible contacts /sales and as the tutorial is quite brief but effective . the look of the Zendesk chat is crisp and quite clean with everything you need right there in front of you with options to check website visitors, look at analytics, real-time monitoring, check the history or manage your team settings. When someone sends a request the dashboard will alert you and giving you critical info immediately e.g. the number of past chats you've had, the browser and operating system of the visitor & the visitor’s location, ,when it’s a returning customer , and time spent on the site. so you have everything you need to stay on top of your game & just in cast there is no one alive is able to answer, it will send a automated apology is sent to the person. What gives it the extra sugar on top is that it is very reasonably priced for all the features it offers & the help it provides is outstanding.

Cons

the only con I can think of that this application may have is its lack of integration to other programs beyond Zendesk

January 2019

Timothy from Eldotec Consultancy Services

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

4.0

Value for money

4.0

Customer support

4.0

Functionality

4.0

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

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

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

4.0

Value for money

4.0

Customer support

5.0

Functionality

5.0

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

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

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

5.0

Value for money

5.0

Functionality

5.0

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

4.0

Functionality

5.0

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.