TrustRadius
Zopim by Zendesk - Helping us Provide Premier Customer Support
https://www.trustradius.com/live-chatZendesk Chat (formerly Zopim)Unspecified8.133101
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February 28, 2018

Zopim by Zendesk - Helping us Provide Premier Customer Support

Score 10 out of 101
Vetted Review
Verified User
Review Source

Software Version

Basic

Overall Satisfaction with Zopim by Zendesk

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 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.
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.