What users are saying about
31 Ratings
31 Ratings
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Score 8.5 out of 101

Likelihood to Recommend

Zendesk Chat

Zopim is suited best for small to mid-sized companies who are looking for a great functioning chat widget that is easy to set up and easy to use. If you are a larger company with many departments, you can use this system but I highly recommend going with the highest plan. I'm not sure if the cost is worth it, as we decided not to shell out that much money for it. We do wish we had some of the nicer features, but overall it's a great system that is easy to set up and easy to use.
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Pros

Zendesk Chat

  • A lot of nice features that allow us to customize the experience that we want to give our customers in terms of branding, functionality, and handling
  • Zopim does a great job with providing business process capabilities and routing features that help with managing our workflow, workforce management, and business processes
  • Zopim is also very easy to use, easy to set up, and easy to understand especially from an agent UI, providing a great opportunity to increase agent efficiency and usefulness
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Cons

Zendesk Chat

  • Agent administration is severely lacking in Zopim. I would love for my agents to have different roles which give them access to some of the features and functionality, but not all of it. At this time it seems like they either have all or none.
  • Although Zopim provides a vast array of options for its chat capabilities, only the elite plan has the ability to change every portion of its design. I wish that it wouldn't cost so much to access those premium features.
  • Zopim reporting is very hard to retrieve unless you have the highest plan. Agents cannot access reporting unless they are admins. The reporting information is not as robust as it should be.
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Alternatives Considered

Zendesk Chat

Olark Chat - Not as many customization options as ZendeskSalesforce - More expensiveSyntellect - Old application based system instead of a cloud based softwareServiceNow - Not enough customization options
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Return on Investment

Zendesk Chat

  • Our reporting team still struggles with obtaining the right information from time to time with the chats. This leads to loss of productivity and more resources dedicated to reporting.
  • With Zopim analytics we have also been able to understand where we need additional resources as well as where we could save.
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Pricing Details

Zendesk Chat

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Entry-level set up fee?
Optional
$0

Zendesk Chat Editions & Modules

Zendesk Chat
Edition
Lite
$01
Basic
$141
Advanced
$251
Premium
$551
1. per user
Additional Pricing Details
The pricing above is price per user per month. You will get a discount when you opt for annual payment.

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