Zendesk Chat Reviews

59 Ratings
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Score 8.4 out of 100

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March 24, 2021
Antora Debnath | TrustRadius Reviewer
Score 9 out of 10
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Verified User
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Zendesk Chat (formerly Zopim) is being used in two of the departments of the company, which consists of more than 1,000 employees. The tool is used as a medium of communication with the customers and couriers who use our delivery services. It is the primary way of communication for the customers who face issues with their orders and need immediate help.
  • User friendly for the employees who use the platform to chat with customers
  • Easy to pull up data and the data is quite accurate
  • Easy to find previous chats using the History tab
  • Needs a feature through which chats of a specific concern can be directed to specific users
It is well suited to help the customers with any of their concerns, as they don't have to call and stay on the line till someone picks it up. Instead they can just message and it immediately shows what their position is in the queue if there is any so that they can plan accordingly. Also, Zendesk Chat (formerly Zopim) gives the customers written proof of what they have been promised by the customer service representative.

It is less appropriate in scenarios which are more sensitive and need a personal touch and it is also inappropriate for elderly people, as they prefer talking over chatting.
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April 01, 2021
Anonymous | TrustRadius Reviewer
Score 10 out of 10
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Zendesk Chat is being used as one of the main lines of communication with potential new Ting Mobile and Ting Internet customers and as a support tool for our advisors. It's also being utilized as a great alternative for customers abroad who don't have the ability to speak in English over the phone or email since it allows the user to translate the chat into their own native language.
  • Extremely fluid chat interface allows for easy communication.
  • It can be used directly on a website page or as a widget.
  • Allows the end user to translate the chat into their own native language.
  • Notifies you with pending chats via on-screen notifications and sound effects.
  • Multiple chat interface, allow us to have multiple screens open at the same time as opposed to just one chat at a time.
  • Allow the customer's chat screen to move along to the new pages they navigate to while chatting with sales/support, the window will close abruptly otherwise.
  • Different user interface colors would be a nice bonus.
Zendesk Chat is great for communication with potential and existing customers as opposed to having to speak with them. Some customers don't like talking on the phone and/or like the flexibility of doing other things while chatting in. It's not as appropriate for meetings with management/higher-ups since it's far too casual.
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April 24, 2021
Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
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Both our Client Success and Sales team use Zendesk's chat functionality. The Client Success team uses Zendesk Chat as the first line of defense for support questions while Sales uses it to answer perspective buyer questions. Zendesk Chat allows our clients to very quickly get in touch with us during business hours without having to wait for a response to an email or pick up the phone and give us a call.
  • Can be embedded in a website
  • Can set 'chat hours'
  • Can create chat shortcuts
  • Can share attachments
  • It would be nice to be able to see more chat metrics without explore
Zendesk Chat allows a team to quickly answer straightforward questions. This can help a team manage more volume with the same amount of people, as one can handle multiple chats, but not multiple phone calls. It would not be helpful to use for full-on training or in a circumstance in which the question is overly complex, where a screen share would be better suited.
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April 23, 2021
Anonymous | TrustRadius Reviewer
Score 7 out of 10
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Zendesk was used to replace Talkdesk in our company.

We were looking a platform that worked across phone, email and chat while integrating with our internal platform.
  • Accessibility
  • Ease of access
  • Usability
  • Chat
  • Ability to personalise
  • Price
We used and implemented Zendesk while working from home. It bedded in well, with minimal interruption to BAU. All colleagues were able to use it within a short period with minimal downtime. Would recommend to any small/medium business implementing a contact platform within their business.
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August 27, 2020
Phil Reichner | TrustRadius Reviewer
Score 10 out of 10
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Verified User
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We use Zendesk for chat from our website. Using their rules, we route customers to the appropriate department. This allows our customers an additional way to get in touch with us. Many of our customers are switching from phone calls to digital methods to communicate with our company.
  • Routes customers effectively
  • Instantaneous communications
  • Remembers users after first visit
  • Setting up rules was not as easy as it could be
While it is a little more expensive than its competitors, it offers all of the bells and whistles for one price. We have tried other solutions but ultimately came back to Zendesk Chat.
I've only requested service once, and my issue was resolved in the first conversation.
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March 24, 2020
Anonymous | TrustRadius Reviewer
Score 6 out of 10
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When we first started using Zendesk Chat, we incorporated it to our main website to provide prospects who land on our page the option to chat with us in case they did not want to call or submit a form. It helped us create a new channel of communication for prospects, so being able to immediately talk to them has helped with sales.
  • Ease of implementation
  • Helps with sales and communication with leads
  • Mobile-friendly
  • Pricing can get hefty.
  • Tweaking of appearance and auto message
  • Some competitors offer services for free.
If you are a very small business or freelancer, Zendesk Chat might not be the best option for you because if you want more features you will have to pay. Just go with Facebook messenger since it's free. If you are a bigger business and can afford it, then, go for it. Also if you don't feel like you can handle too many tasks at once because you don't have the help, do not overwhelm yourself with chat.
I have found other affordable options that provide some of the features they do, and since I am a small business staying within budget is very important. So, if we are not losing anything by making the switch, then we will.
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January 24, 2020
Shea Mworia | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
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Zendesk Chat is currently being used by our Customer Service department only. However, we are looking to expand this use to other departments to work directly with our independent contractors. It's been a great tool for our company to connect directly and more efficiently with our customers. Easy and quick service!
  • Zendesk allows to use macros for commonly asked questions.
  • Quick and easy service for our customers.
  • The alert sound that happens when a chat is coming through is pretty obnoxious.
In our organization, we eliminated email as a channel of communication for our customers, which made phones and live chat that much more important to focus on and keep up with. Zendesk chat makes doing that easy for not only our agents, but also our customer base.
Getting assistance and/or troubleshooting anything with Zendesk can be quite frustrating. In my years of experience with Zednesk, I have almost never found the answer to my question without going through multiple articles, ultimately getting frustrated and reaching out to our contact for more assistance. So for a consumer, the support is not as relieving as Zendesk Chat is to our customers in getting the questions answered by us.
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July 11, 2019
Ayushi Goswami | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
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It is very easy to use and configure. It provides different supports like chat and the ability to talk along with email support. It is being used by our chat department, and it is very easy to use for a non-technical person. It's easy to manage support tickets with Zendesk. It can be used from mobile devices as well. Our chat department is using this platform to resolve or communicate with the customers or clients.
  • Zendesk is very straightforward and easy to navigate. A non-technical person can work without any issue. It is very easy to write and answer tickets in the system.
  • It has an awesome user interface. Zendesk is easy to set up and configure.
  • It allows me to create macros. I can also create mother and parent tickets in Zendesk.
  • Unable to edit a reply once delivered.
  • Zendesk support is quite expensive for a normal user.
  • Zendesk does not have network monitoring either.
The upsides are that you can click on the customer's name and see all of their previous tickets and chats. The best advantage is that you can visualize the ticket process to be able to make decisions about the incidents that arrive. It also has the ability to add certain tags to tickets, and I can view all the tickets that have tags.
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June 12, 2019
Anonymous | TrustRadius Reviewer
Score 7 out of 10
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Verified User
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Zendesk Chat is used by our Call Center for both Sales and Support. Our Call Center operates 24/7 and serves chats from several websites. A couple of months ago we connected the "Message Zendesk" to our Facebook pages. So we serve those messages also in Zendesk. Sales provide service for potential clients, leads them through the way to convert into paid orders. Support provides service for existing clients.
  • Can be used at several websites simultaneously in multiple chat windows with different settings.
  • Proactive chat option.
  • A possibility to create and format a big amount of diverse canned responses.
  • A possibility to setup hotkeys for the most commonly used templates.
  • Customer message preview.
  • Website visitors manual invites.
  • Chat variables in chat messages. The operator needs to send the client a link to the "Contact Us page" on the web site.
Zendesk Chat is well suited if: you have multiple web sites with different types of visitors and concerns, you have a complex product and product's life cycle, you are optimizing call center time and resources, you are increasing and tracking sales in chat, you measure and monitor call center KPIs, and you have multiple communication channels with clients. Zendesk Chat is less appropriate if it is your only sales channel or your website is very stylish/new/hi-tech.
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September 28, 2018
Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
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Shoppers purchase drive without fail, so when making a deal, you should get them right then and there. Without Zopim live talk, you as a rule have questions sitting tight for the arrival of an email. It likewise enables a gathering of individuals to be on the stage with no issue, I have never had an issue or something to that effect, which is awesome.
  • Demonstrates the guests as of now on the site with all essential data like the nation they are, OS they are utilizing and if it's a returning guest.
  • It's anything but difficult to utilize, the UI is insignificant and straight to the point.
  • Ongoing provider following i.e the quantity of dynamic providers and sit still ones.
  • Zendesk/Zoopim is right around an entire Live visit programming .There isn't an approach to compel the client to answer certain inquiries preceding entering the talk. The talk transcripts some of the time take long to appear in the visit history .
  • Exhausting outline for the talk message box
  • No work area warnings
  • Warning sound just played once. Since we are not at the front counter constantly, it would make our work more troublesome since we expected to continue checking the site.
  • No portable application
  • In the event that we shut program window we would be promptly disconnected.
In the event that you have just a single help operator, begin with the free form. On the off chance that you have a greater group or might want more highlights, for example, triggers, attempt one of alternate designs.

Put it all on the line on the off chance that you are utilizing or intending to utilize Zopim bolster. The two projects were made to cooperate, so they cooperate exceptionally well. We have not had issues with the visit highlight since we began utilizing the full program.
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January 19, 2018
Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
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Zopim by Zendesk is used by our entire Care department. We use it as a customer support channel which we embedded into our self-service portal for easy access to our support teams while our customers are browsing our site.
  • 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
  • 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.
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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February 28, 2018
Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Zopim is currently being used by our organization to provide quick and immediate support through chat for our customers. Zopim is being used solely in our Customer Success/Support department. Zopim allows us to provide immediate attention and support to our customers with a response time of less than 5 minutes.
  • Zopim analytics allow us to understand our customer satisfaction rating and report on chat volumes across various time frames.
  • Zopim connects with our product to allow us better visibility into our visitors path through our site to better service them and quickly understand their questions and rectify their issues.
  • The chat functionality has seamless usability for our customers as well as our agents that are managing our chats.
  • Because we use both Zendesk and Zopim, it would be much more efficient to manage both interfaces from within one product. This includes managing agents as well as managing tickets and chats from within one interface rather than two.
Zopim is well suited for companies who would like to provide quick support to their customers. Having the chat functionality allows our customers immediate support and satisfaction while removing the additional time it takes to submit a ticket and wait for a reply.
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February 27, 2018
Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
Zopim is being used by our department specifically (technical support in customer success). We use Zopim to interact with customers on a specific subscription plan level. These customers have access to email support as well as live chat support. Zopim allows us to chat with our customers in real time and assist them with technical issues they're experiencing in the app. Our other company, Drip, also utilizes zopim, which allows us to transfer chatters back and forth (if they use both Drip and Leadpages) between support teams.
  • Interface is simple and easy to navigate, macros are convenient to use, and you're able to view how many customers are using the software/online as well as who's clicked on the chat button before they enter any information.
  • Support tickets created within Zendesk support after a Zopim chat ends allows us to send transcripts to customers and follow up.
  • Multiple chats at once.
  • Sometimes servers are down (not too often).
  • Only a certain number of chatters (technical support specialists) are able to be enabled in zopim at a time. This may be due to our plan level, but if another TSS needs to hop in for someone, they have to be enabled first.
  • The new update/layout makes it a bit more difficult to toggle between multiple chats.
I think Zopim is well suited for mid to large sized businesses. There are better options for small businesses that are less expensive or free.
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February 20, 2017
Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
It is our live chat solution. We talk to customers about their pre-sales questions and concerns.
  • Triggers - they let you complete actions based on various information.
  • Shortcuts - Super helpful way to send pre-canned messages.
  • I wish I could see a preview of the customer's message before he sends it.
If you need live chat and can pay for it.
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What is Zendesk Chat?

Zopim Live Chat allows users to talk to visitors online in real-time. Zopim shows up as a chat bar docked at the bottom of a website. Visitors chat simply by clicking on the widget.

According to the vendor, key differentiators/benefits of Zopim include:
  • A real customer-centric live chat tool that is used by businesses around the world.
  • Plenty of useful features : fully customizable chat widget, customized greetings, ability to set up operating hours, smart offline mode, chat transcripts, canned response, file transfer, etc.
  • Full-fledged dashboard: real time visitor information, automatic translation and conversation search.
  • Powerful triggers to initiate chats with a targeted group of visitors
  • Ability to organize a team of customer support representatives into departments
  • 24/5 technical support from Zopim
  • Chat widget available in more than 54 languages.
Categories:  Live Chat

Zendesk Chat Features

Has featureCustomizable chat windows to suit your branding
Has featureAnalytics of visitors such as countries, page they are on
Has featureUse smart triggers to initiate chats with visitors
Has featureCreate shortcuts for repetitive response to visitors
Has featureCreate different groups to organize customer support agents
Has featureSet up operating hours of chats
Has featureHide chat window on website when offline
Has featureAdvanced analytics of agent performance and chats
Has featureExport chat transcript for references or training purposes
Has featureFile transfer during chat
Has featureIntegration with CRM (Zendesk, Salesforce, ZohoCRM)
Has featureAvailable in Android, iOS apps

Zendesk Chat Screenshots

Zendesk Chat Videos (2)

Here is a quick video tutorial to help you get started with Zopim Live Chat

Watch This is a quick explanation about Zopim Live Chat

Zendesk Chat Integrations

Zendesk Chat Competitors

LiveChat, Olark, LivePerson

Zendesk Chat Pricing

Starting Price: $11.2

  • Has featureFree Trial Available?Yes
  • Has featureFree or Freemium Version Available?Yes
  • Does not have featurePremium Consulting/Integration Services Available?No
  • Entry-level set up fee?Optional
EditionPricing DetailsTerms
Lite$0per user
Basic$14per user
Advanced$25per user
Premium$55per user

The pricing above is price per user per month. You will get a discount when you opt for annual payment.

Zendesk Chat Support Options

 Free VersionPaid Version
Live Chat
Social Media
Video Tutorials / Webinar

Zendesk Chat Technical Details

Deployment Types:SaaS
Operating Systems: Unspecified
Mobile Application:Apple iOS, Android, Mobile Web
Supported Countries:All Countries except for countries in Prohibited Jurisdiction
Supported Languages: Arabic, Chinese (Simplified), Chinese (Traditional), Czech, Danish, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Irish, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Taiwanese, Thai, Turkish, Ukrainian

Frequently Asked Questions

What is Zendesk Chat?

Zendesk Chat (formerly Zopim) is a live chat tool developed by the Singaporean company also called Zopim, acquired by Zendesk in April 2014.

How much does Zendesk Chat cost?

Zendesk Chat starts at $11.2.

What are Zendesk Chat's top competitors?

LiveChat, Olark, and Freshchat are common alternatives for Zendesk Chat.

What is Zendesk Chat's best feature?

Reviewers rate Support Rating highest, with a score of 7.4.

Who uses Zendesk Chat?

The most common users of Zendesk Chat are from Mid-size Companies and the Computer Software industry.