TrustRadius
Zopim is a live chat tool developed by the Singaporean company of the same name that was acquired by Zendesk in April 2014.https://dudodiprj2sv7.cloudfront.net/product-logos/it/UT/XUA2CPBN0DTD.PNGVery handy tool to use on your websiteShoppers 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.,8,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.,Salesforce Service Cloud, ServiceNow, Olark, HappyFox Chat, ProProfs Chat, ClickDesk, Freshchat and Moxie,Elasticsearch, Sisense, Chartio, Domo, Tableau Online, InsightSquared, SAP BusinessObjects Business Intelligence (BI) Platform, MicroStrategy Analytics, Looker, NinjaCatAwesome things to know about Zopim ChatZopim 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.,7,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.,syntellect, Olark, ServiceNow, Freshdesk and Salesforce Service Cloud,Salesforce Service Cloud, MS SharePoint, WordPress, MindTouch, ZendeskZopim by Zendesk - Helping us Provide Premier Customer SupportZopim 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.,10,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.,Atlassian Confluence, AsanaZopim is streamlined and easy to useZopim 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.,9,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.,,Maestro, Zoom, GoToMeetingZopim By Zendesk is an amazing solution, with very little room for improvementIt 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.,10,Incredible ROI. We close way more sales thanks to it.
Unspecified
Zopim by Zendesk
28 Ratings
Score 8.2 out of 101
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>TRScore

Zopim by Zendesk Reviews

Zopim by Zendesk
28 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 8.2 out of 101
Show Filters 
Hide Filters 
Filter 28 vetted Zopim by Zendesk reviews and ratings
Clear all filters
Overall Rating
Reviewer's Company Size
Last Updated
By Topic
Industry
Department
Experience
Job Type
Role
Reviews (1-5 of 5)
  Vendors can't alter or remove reviews. Here's why.
No photo available
September 28, 2018

Zopim by Zendesk Review: "Very handy tool to use on your website"

Score 8 out of 10
Vetted Review
Verified User
Review Source
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.
Read this authenticated review
No photo available
January 19, 2018

Zopim by Zendesk Review: "Awesome things to know about Zopim Chat"

Score 7 out of 10
Vetted Review
Verified User
Review Source
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.
Read this authenticated review
No photo available
February 28, 2018

Review: "Zopim by Zendesk - Helping us Provide Premier Customer Support"

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.
Read this authenticated review
No photo available
February 27, 2018

Zopim by Zendesk Review: "Zopim is streamlined and easy to use"

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.
Read this authenticated review
No photo available
February 20, 2017

Review: "Zopim By Zendesk is an amazing solution, with very little room for improvement"

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.
Read this authenticated review

Zopim by Zendesk Scorecard Summary

About Zopim by Zendesk

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

Zopim by Zendesk 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

Zopim by Zendesk Screenshots

Zopim by Zendesk Integrations

Zopim by Zendesk Competitors

LiveChat, Olark, LivePerson

Pricing

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.

Zopim by Zendesk Support Options

 Free VersionPaid Version
Live Chat
Email
FAQ/Knowledgebase
Social Media
Video Tutorials / Webinar

Zopim by Zendesk 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