Zendesk Chat Reviews & Ratings 2024

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.

Zendesk Chat Features

Supported: Customizable chat windows to suit your branding
Supported: Analytics of visitors such as countries, page they are on
Supported: Use smart triggers to initiate chats with visitors
Supported: Create shortcuts for repetitive response to visitors
Supported: Create different groups to organize customer support agents
Supported: Set up operating hours of chats
Supported: Hide chat window on website when offline
Supported: Advanced analytics of agent performance and chats
Supported: Export chat transcript for references or training purposes
Supported: File transfer during chat
Supported: Integration with CRM (Zendesk, Salesforce, ZohoCRM)
Supported: Available in Android, iOS apps

Zendesk Chat Screenshots

Screenshot of How Zopim Chat Widget looks on the website.

Screenshot of This is how the chat window looks like to your visitors

Screenshot of This is a screenshot of the visitor list.

Zendesk Chat Integrations

Zendesk Chat Competitors

LiveChat
Olark
LivePerson

Zendesk Chat Technical Details

Deployment Types	Software as a Service (SaaS), Cloud, or Web-Based
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

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

Zendesk Chat starts at $11.2.

LiveChat and Olark are common alternatives for Zendesk Chat.

Reviewers rate Support Rating highest, with a score of 8.4.

The most common users of Zendesk Chat are from Mid-sized Companies (51-1,000 employees).

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October 31, 2022

Zendesk Chat for Real time assistance

Verified User

Team Lead in Customer Service

Computer Software Company, 501-1000 employees

Score 9 out of 10

Vetted Review

Verified User

Use Cases and Deployment Scope

Zendesk Chat is an easy solution for non-voice customer support teams. It is so user-friendly and beginner friendly. From an agent perspective, they can customize the notifications, shortcuts, tagline, etc. As an admin, you'll be able to scratch through each and every data and analytics. You can add skill sets to each user, chat limit, agents, departments, roles, chat routings, shortcuts, and triggers. The analytics are updated in real-time, whereas other similar tools take a day or week.

Pros and Cons

Zendesk Chat has triggers, where we can automate responses if the chat is idle nor if the chat is reconnected etc.
Zendesk Chat does have three aux options, Available, Away, and Invisible. We can use the Invisible option if all the agents are hopping for a huddle/meeting, where the customers will get an alert stating that no agents are available, and they'll get an option to drop an email instead of waiting.
Agent can instantly see their CSAT review for the chats that were handled, as an admin, I can limit this access to "individually or everyone."

When agents handle multiple chats, all the chats will have the same colour code in Zendesk, instead, if we have unique colour for each chats, it'll helpful for agents. This will prevent incorrect responses that were meant for a different customer.
Chat Timer, In Zendesk Chat it shows the time exact as per our location, however, if we have a timer that starts form 0 seconds, it will be helpful for agents to keep up on their AHT.
More Aux options like Break 1, Break 2, Meeting, etc., would be helpful for the managers as well as the users.

Likelihood to Recommend

Zendesk Chat is suited for all the support teams that provide real-time assistance. Like if someone wants to block the debit/credit card, it is a high-priority case that needs real-time assistance. Whereas issues like close my account, and invoice request doesn't need real-time assistance, where Zendesk tickets support will be perfect.

April 26, 2022

Great tool for customer service live contacts

Marina Vicente dos Santos

Costumer Services Team Lead

Just Eat Takeaway (Consumer Services, 201-500 employees)

Score 9 out of 10

Vetted Review

Verified User

Incentivized

Use Cases and Deployment Scope

We use Zendesk Chat so that customers can contact us with their problems and so that we can solve them as fast as possible. I have a team of 20 agents who use the tool, so I check the quality of the contacts if all processes were followed and if the chat tool has any tech issues.

Pros and Cons

Enable costumers to contact us faster.
Enable us to solve costumers issues faster.
Enable the costumer satisfaction to increase.

When someone is working on 2 or more chats at the same time, sometimes it crashes.
The 'ring' of new chats coming in is annoying and distracting.
Sometimes what was written to be sent in one chat disappears.

Likelihood to Recommend

Zendesk Chat is suitable for customers who need to reach a company with requests that can be fastly solved at that time point. It is not suitable for instances in which you will need more future contacts with the customer to solve the issue. In that case, an email thread would be more suitable.

September 28, 2021

Zendesk Chat Review

Verified User

Manager in Customer Service

Insurance Company, 1-10 employees

Score 7 out of 10

Vetted Review

Verified User

Use Cases and Deployment Scope

Currently, our Customer Support team is the only team using Zendesk Chat. The chat widget displays on our website, allowing customers and potential customers to contact us with any questions they have while exploring our site and/or during any part of our quote and purchase flow. The intent for enabling and offering this channel is to allow visitors to ask quick questions without picking up their phones. We recently expanded our Customer Support team from three to five agents. All of these agents have access to Zendesk Chat. Therefore, they have the capability to chat with customers while they are visiting our website both proactively and reactively. Although, we don't proactively reach out to visitors. Instead, we focus on servicing those customers and potential customers who reach out to us to ask questions while visiting our website.

Pros and Cons

Automatic ticket creation that contains the chat's transcript
Automatic replies when the wait time reaches certain limits
Ability to transfer the chat to another user

Linking with a telephone, so the agent is only working on 1 channel at a time
More simplified way to create and use templates
Link users who may have provided us a new/different email from what we have on file for them

Likelihood to Recommend

It is well suited in the following scenarios - to create a Zendesk ticket that automatically saves a copy of the chat's transcript in the Zendesk ticket, to track timestamps associated with the chat, for agents to understand what page the customer is on when they initiate their chat, and for agents to proactively reach out to customers who have been visiting a certain webpage for an extended period of time. It is less appropriate in the following scenarios - to truly capture the chatters' identity, especially when the chatter enters a different email address than what we have on file for their existing Zendesk profile, and for agents to be available on both chat and phone, but in a way that they are not taking a new phone call while they are on a chat and vice versa. I'd also like the ability to pull a report that summarizes from which webpage chats are being initiated overall. This way we could understand where we may need to improve our messaging, etc.

April 01, 2021

A Versatile Communication Tool For All Sales/Support Professionals

Verified User

Representative in Sales

Telecommunications Company, 501-1000 employees

Score 10 out of 10

Vetted Review

Verified User

Use Cases and Deployment Scope

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.

Pros and Cons

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.

Likelihood to Recommend

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.

March 24, 2020

Zendesk Chat

Verified User

Vice-President in Marketing

Marketing and Advertising Company, 1-10 employees

Score 6 out of 10

Vetted Review

Verified User

Incentivized

Use Cases and Deployment Scope

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.

Pros and Cons

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.

Likelihood to Recommend

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.

June 12, 2019

A good and reliable provider but has room to improve to be competitive in 2019

Verified User

Manager in Product Management

Writing and Editing Company, 51-200 employees

Score 7 out of 10

Vetted Review

Verified User

Incentivized

Use Cases and Deployment Scope

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.

Pros and Cons

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.

Likelihood to Recommend

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.

February 27, 2018

Zopim is streamlined and easy to use

Verified User

Employee in Customer Service

Computer Software Company, 51-200 employees

Score 9 out of 10

Vetted Review

Verified User

Incentivized

Use Cases and Deployment Scope

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.

Pros and Cons

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.

Likelihood to Recommend

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.

January 20, 2018

Awesome things to know about Zopim Chat

Verified User

Administrator in Information Technology

Computer Software Company, 1001-5000 employees

Score 7 out of 10

Vetted Review

Verified User

Incentivized

Use Cases and Deployment Scope

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.

Pros and Cons

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.

Likelihood to Recommend

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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Lite

$0

Basic

$14

Advanced

$25

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