Zopim is streamlined and easy to use
February 27, 2018
Zopim is streamlined and easy to use
Score 9 out of 10
Vetted Review
Verified User
Software Version
Basic
Overall Satisfaction with Zopim by Zendesk
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 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.
I used Peoplesoft chat in another position with another company, and I'm floored by the difference. Peoplsoft chat seemed to be down regularly and wasn't nearly as fast. Zopim has a modern and streamlined feel.