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Awesome things to know about Zopim Chat
January 20, 2018

Awesome things to know about Zopim Chat

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Software Version

Advanced

Overall Satisfaction with Zopim by Zendesk

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.
  • 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.
Olark Chat - Not as many customization options as Zendesk
Salesforce - More expensive
Syntellect - Old application based system instead of a cloud based software
ServiceNow - Not enough customization options
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.