Zendesk Chat

Zendesk Chat Reviews

Do you work for this company? Learn how we help vendors

Ratings and Reviews
(1-17 of 17)

Companies can't remove reviews or game the system. Here's why
August 02, 2021

Zendesk Chat review

Tanika Chhabra | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
  • It is easy to use with no technical knowledge and has helped in providing after-sales service to clients.
  • Also helped in generating more sales by interacting with prospects and solving their doubts and issues
  • We also used it for data analytics to understand the various people who visited our website with various queries. We analyzed a few of them and created FAQs on our website
September 28, 2021

Zendesk Chat Review

Score 7 out of 10
Vetted Review
Verified User
Review Source
  • Decrease in incoming emails
  • Increase in offline messages
  • Multiple tickets are created when a visitor reaches out multiple times with the same question (in a short period of time)
  • Does not simply re-open existing/prior chat for the same topic/person
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • Our company's retention rate has improved by 27% since starting Zendesk Chat, due to quicker response times and real-time opportunities to save people from canceling and incentivizing them to stay loyal to our brand.
  • Our agents are happy because adding chat as one of our communication channels breaks the monotony of back to back phone calls. We have also seen a decrease in employee turnover.
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • First of all, I like the fact that this program is flexible and we can communicate with the customers or clients very smoothly.
  • Using Views, we can see how many unsolved tickets are in each group.
  • I really enjoy using Zendesk Support because it has been able to satisfy all the needs that I as a company have with both my clients and with my suppliers. As for the latter, I have been able to establish closer and more efficient communication with them.
Score 7 out of 10
Vetted Review
Verified User
Review Source
  • Increased clients' satisfaction level.
  • Decreased the average handling time for typical support issue, due to diverse canned responses.
  • Increased the conversion rate for website visitors/potential clients due to proactive invites.
Score 8 out of 10
Vetted Review
Verified User
Review Source
  • 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.
Score 7 out of 10
Vetted Review
Verified User
Review Source
  • Positive impact - Compared to our old system, this newly updated system provides features and functionality that has increased our agent productivity and provided customer insight like we've never had before. This has resulted in fewer hold times and higher customer satisfaction.
  • Negative impact - 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.
  • Positive impact - Due to Zopim's embed, we are able to more successfully place them on the appropriate self-service portals and pages, reaching a larger audience, and being more readily available to answer our client's questions. This has resulted in an increase in our self-service portal usage, driving down the phone and email support channels, which in turn reduces support costs.
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • Zopim has had a positive impact on our ROI allowing us to improve our customer support experience and satisfaction.
  • With Zopim analytics we have also been able to understand where we need additional resources as well as where we could save.
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • I can't answer that question because I'm not aware of the exact cost of zendesk. I do know that as Zopim is available only to our Pro subscribers (mid level subscription), we do have many customers upgrade from Standard to Pro just to be able to get immediate support via live chat.

Zendesk Chat Scorecard Summary

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.

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

How Zopim Chat Widget looks on the website.This is how the chat window looks like to your visitorsThis is a screenshot of the visitor list.

Zendesk Chat Videos

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

Zendesk Chat Pricing

Starting Price: $11.2

More Pricing Information

SaaS Editions Pricing
Pricing DetailsTerms
Lite$0per user
Basic$14per user
Advanced$25per user
Premium$55per user

Zendesk Chat Technical Details

Deployment TypesSaaS
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android, Mobile Web
Supported CountriesAll Countries except for countries in Prohibited Jurisdiction
Supported LanguagesArabic, 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 is Zendesk Chat's best feature?

Reviewers rate Support Rating highest, with a score of 7.8.

Who uses Zendesk Chat?

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