Zendesk Chat for Real time assistance
Zendesk Chat is an easy solution for non-voice customer support teams. It is so user-friendly and beginner friendly. From an agent …
Starting at $11.20 per month
View PricingOverview
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.
Recent Reviews
Pricing
Lite
$0
Cloud
per user
Basic
$14
Cloud
per user
Advanced
$25
Cloud
per user
Entry-level set up fee?
- Setup fee optionalOptional
For the latest information on pricing, visithttp://www.zopim.com/pricing
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Starting price (does not include set up fee)
- $11.20 per month
Product Details
- About
- Integrations
- Competitors
- Tech Details
- FAQs
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:
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
Zendesk Chat Integrations
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.
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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Reviews
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October 31, 2022
Zendesk Chat for Real time assistance
Score 9 out of 10
Vetted Review
Verified User
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.
- 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.
September 28, 2021
Zendesk Chat Review
Score 7 out of 10
Vetted Review
Verified User
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.
- 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
April 24, 2021
Chat for SaaS
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
Score 10 out of 10
Vetted Review
Verified User
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.
January 24, 2020
A Game Changer when we made the switch to Zendesk Chat!
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.
July 12, 2019
Awesome Support Software.
Score 10 out of 10
Vetted Review
Verified User
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.
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.
February 28, 2018
Zopim by Zendesk - Helping us Provide Premier Customer Support
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.
February 27, 2018
Zopim is streamlined and easy to use
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.
January 20, 2018
Awesome things to know about Zopim Chat
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.