Who Uses This Software?

Zendesk Chat has 4 plans that are suitable to businesses from SMBs to Enterprises.


Average Ratings

68 Reviews
  • 4.5 / 5
    Overall
  • 4.5 / 5
    Ease of Use
  • 4 / 5
    Customer Service

Product Details

  • Starting Price
    $14.00/month/user
    See pricing details
  • Pricing Details
    For yearly pricing, please chat with us on our website
  • Free Version
    Yes
  • Free Trial
  • Deployment
    Cloud, SaaS, Web
  • Training
    Documentation
  • Support
    Online
    Business Hours

Vendor Details

  • Zendesk Chat
  • www.zopim.com/
  • Founded 2008
  • United States

About Zendesk Chat

Zendesk Chat can scale with your business. Our software is designed for medium-sized businesses to large enterprises. What you can do with Zendesk Chat? Know what your visitors are looking at. See which product page they are currently viewing. Let customers reach you directly. You can also proactively click on them to start a chat. Reply to chats online or offline via any browser, or our iOS or Android apps. Chat with us on our website or contact our Sales team for more information.


Zendesk Chat Features

  • Canned Responses
  • Geo Targeting
  • Offline Form
  • Proactive Chat
  • Screen Sharing
  • Third Party Integration
  • Transfers/Routing
  • Website Visitor Tracking

Zendesk Chat Reviews Recently Reviewed!


Increase your sales x3!

Jul 27, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: If you¿re looking to increase customer satisfaction, customer engagement, and or increase sales conversion rates, Zendesk Chat is the perfect solution for you. Aside from the wonderful customer support, this application can greatly help your sales and marketing team gain a better understanding for what is providing the most traffic, your visitor¿s interest, what they aren¿t interested in, and gain more insight into which of your sales and marketing initiatives are working. If you want to succeed in today¿s market, it¿s paramount you have a streamline for how your organization handles incoming sales and lead generation. The ability to chat in real-time is easier on both, your web visitors and sales teams; according to Zendesk, adding the chat feature to your website can provide up to 3x more in sales than traditional cold calling and sales emails (which most of us probably hate receiving¿) PROS This platform has helped us reach more customers without all the same busywork that goes into having to create, beautifully crafted sales emails that often reside in spam folders or get deleted at a speedy rate. Not only does Zendesk¿s chat allow you to interact with customers in-real time, it provides more visibility into the needs of your visitors; with the ability to see which pages your visitors are on and can customize each chat to directly suite each visitor. I would highly recommend Zendesk¿s team plan for small sized businesses; which only costs a minimum fee /month, per agent. Small-sized businesses often have one person simultaneously managing customer support duties, sales duties, marketing duties, or some mix of the sort (time is of the essence); Zendesk will help ease your responsibilities so you can focus on more important matters. With the ability to manage chats directly with in the online platform and/or the mobile app you have more opportunities to engage with potential clients and keep them from falling through the cracks. The features this application provides are intuitive and helpful for multitasking; the lite plan provides two trigger signals you can set up to notify you when someone enters or exits your website and/or you can turn your chat to offline so visitors can still contact you when you¿re away and notify them you will be in touch shortly. The option to file share and create/save templated responses, within the chat, aids customer satisfaction and saves times from having to leave the platform to send an email, call, etc. Side note: Because our company uses third party called Lead Liaison to track our web visitors we decided to purchase a subscription for the team plan. I would recommend the same to others who already have other resources in place for visitor tracking; if you don¿t have visitor tracking in place the professional plan may be the more beneficial route for you.

Cons: Zendesk¿s features for conversion analytics and tracking rates are not included in either the lite or team plan. This is one of its downfalls. However, if you are using another third party for visitor tracking (to see how often visitors make a purchase, sign up for downloads, webinars, and/or newsletters, etc.) you most likely already have those statistics available to you. I would recommend the professional plan over the lite plan for those interested in using this platform to measure or compare performance across multiple agents; the professional plan presents more, in-depth data regarding customer service and/or meeting specific sales goals/objectives. I hope in the future Zendesk will incorporate an unlimited amount of history recognition so that you can look back at past conversations with returning customers, etc.

Capterra-loader

Perfect helpdesk experience for our customers.

Jul 14, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: In an organization like ours where customers communicate with the sales team via multiple mediums, it used to be very difficult to effectively track Workflow. With Zendesk chat ,we have been able to create an effective customer service workflow via which we have been able to track all customer queries in real time.

Web visitors chatting with our Live chat team are also able to add attachments via the chat window , saving precious time that would had been otherwise expended sending attachments as via email.

Zendesk has also enabled customers get a copy of their chat session with our sales agents in their inbox for record purposes.

Cons: Our sales agents have made complaints on few occasions about the Zendesk smartphone app. sending new chat notifications a few seconds or even minutes late.

Use zendesk chat and relax! Really great tool and simple integration.

Jul 31, 2018
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
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Pros: We've been zendesk chat for almost 3 years now without any issues.

The free version itself gives most of the basic functionality. But if your service is vast, and requires multiple executives to attend to chat queries, the free version may be limiting.

Zendesk is very easy to configure on your application and very intuitive.

Cons: The paid version of the tool is a bit costly so the startups in early stage may not want to use it.

Happens very seldom, but there may be minor issues such as the chat window getting hung and responses delayed. But no big issues.

The free version will not give ability to rebrand the chat window - which is reasonable as well.

The chat box for typing is covered by random loading or waiting messages.

May 19, 2018
1/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
1 / 5
Customer Support

Comments: Someone's cheap idea of importing chat into games and programs, Needs some real coders to either implement it or fix the codeing.

Pros: chat box loads, It seems to be inexpensive. I love the fact that they force you to write 100 characters trying to make their product look good when it clearly has faults

Cons: sloppy loading Titles are sometimes loaded TTEXT messages like >>>waiting for us30.zopom.com << block the chat box so you can not see what your typing in full screen. when mousing over it switches to the other side until you move the cursor off then it automatically goes back over the chatbox

Solid Website Live Chat Application

Jun 18, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Comments: I use it on several of my websites, really good live chat app.

Pros: Easy of use, great options, plenty of ways to customize and the best part for me is the fact that it is free, and if one needs to move past the free tier service, there are well priced options to choose from.

Cons: You can only setup one free account per e-mail address, it would be nice to have at least three free users per e-mail. Specially for small companies, that are interested in providing this option on their websites.

Basic chat tool but helpful if you are getting started

Apr 05, 2018
5/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: It is a nice chat feature with limited customizability. It is especially nice if you also have Zendesk, so you can integrate both of them together and give a unified experience.

Cons: The customizability is not a lot. You can change the color of the chat widget but that is pretty much it. also there are only 2 triggers that you can set on the free version. Maybe more work needs to be put in if it should be a very complete chat feature.

Capterra-loader

Powerful and yet simple to setup chat software for intense chats that may span many interactions

May 15, 2018
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: The software allowed pre-programmed responses that would save our agents much time when dealing with clients. It was overall easy to configure and use and it saved many clients as they didn't have to wait for responses back to emails.

Cons: This is no longer an issue but back when the software was owned by Zopim, it ran on flash ( years ago ) which would sometimes cause performance issues in my browser. This is no longer an issue .

Overall: We were able to increase customer satisfaction by giving real time support for our VPN software product. The chat connections were very stable and reliable even when our clients would click away from us and turn on their VPN which would affect their IP address. We also understood what part of the world chats were coming from which explained language barrier issues that we may encounter

Very helpfull

Sep 19, 2017
3/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: I used the free plan so I don't expect to work and good as the pay plan. It fulfilled my needs to have a live chain my website that could put me in direct contact with potential clients.

Cons: Boring design for the chat message box

no desktop notifications

Notification sound only played once. Since we are not at the reception desk all the time, it would make our work more difficult since we needed to keep checking the website.

No mobile app

If we closed browser window we would be immediately offline.

Overall: It's good but there are better also for free

I use Zopim for to chat with leads on my website and my conversion has increased dramatically.

Jul 26, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
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Pros: I like Zopim because it has a mobile app as well as a desktop app. I am able to work and respond to leads that come onto my website even while I am away from my office. This is especially helpful in the evenings when people are home from work and more active online.

Cons: The only con I have for this is that the API connection was a little more tedious than other chats that I have tried. When I pull data into my CRM, the info is like one big run on sentence. It might have to do with a mistake on my end, but it will gets the job done.

Zendesk Chat was a simple chat widget to add to our website

Oct 11, 2017
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money

Pros: I like how simple it was to integrate into our website. It works nicely for doing live sales and support chat.

Cons: I wish it had more options when you were away from your desk, like letting the user know how long it will take for the agent to become available. I also wish it would let it automatically search your helpdesk for answers that may already be answered.

Very good customer support

Nov 08, 2017
5/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: A simple tool with strong customer support that solves any problem in minutes. We are using them since thy started as 'Zopim' and not planning to replace.

Cons: Chat window design is a bit outdated. I'm sure their great designers can come with new designs or ideas how to make the window chat look much more modern

Overall: Immediate support. easy tool to implement

Nothing out of this world

Oct 27, 2017
3/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
Likelihood to Recommend: 4.0/10 Not
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Pros: No pros compare to other free chat apps, there are few free chat app that has more features and are free

Cons: It is too expensive, there are some better alternatives wich are free, that have more features that makes chatting more easy

Overall: It was my first experience with a chat room on my site, it works fine but it iss too expensive, i prefer to use a free chat room like Tawk.to

Zendesk chat is the most efficient tool to offer immediate customer support.

Jan 11, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Zendesk chat offers the option to keep all the new incoming chats in a queue and notifies the customer that an agent will get in touch soon. This helps our customer service team to answer the opened chats only and then focus on those chats waiting in the queue.

Cons: The only thing that I would like they improve would be the fact you can't know what the customers asked in the chat until you open the chat.

Overall: Our team is very productive thanks to Zendesk Chat.

Capterra-loader

It has been very usefull to manage the customer service through our webchat. Very stable too.

Jul 25, 2018
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: All the options that you have to configurate your webchat and the monitor features that it has to control the operation.

Cons: I had an issue whith the integration with salesforce and it was difficult to solve with their customer support.

Overall: Great app to support your customers

zendesk live chat is one of the best software that can be used for business purposes.

May 09, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: zendesk chat has easy to use interface.Also, you can integrate it into your website by following some simple steps. It allows you to interact with your clients on live chat and answer their queries in just minimum seconds.

Cons: In free plan you can only serve one chat at a time. To serve concurrent chats you have to opt for their paid plan.

Zopim Chat

Nov 08, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: This is a very powerful tool for web based business. Our customers use this regularly to reach out to a sales rep, or get questions answered.

Cons: Very few cons with this product, it works as it should. It does require you have a few sales reps to manage the inbound chats, some days are busier than others. Im sure there is a way to create a queue.

Feature Rich

Feb 01, 2018
5/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
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Pros: Lots of features, and decently straight forward to use. The front end is pretty intuitive but the behind the scenes functionality is not so straight forward.

Cons: Some of the features don't work 100% of the time. Sometimes the link between the separate portals severs and you have to create duplicate accounts.

The best chat widget for the money

May 04, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: We shopped around a ton for different solutions and Zendesk Chat is by far the best deal when it comes to chat widgets.

Cons: I wish it had feature parity with Drift, but considering the difference in price, ZD Chat gets the job done for us. Our customers appreciate it and we use it every day.

Money Maker

May 21, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: We implemented this chat feature shortly after I started at the company. It is hands down the best decision I have made in my first year working for the company. People want instant answers, Zopim ensures they get it and lets you start a conversation before they go looking for answers elsewhere

Cons: Took a bit of time to set up and understand the pop-ups. Could be very annoying if your website was one that people consistently came back to

Beginners Chat Tool

May 10, 2018
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: It's very light tool. You could easily connect this tool with your Zendesk system and measure it. You could convert chat sessions to tickets.

Cons: You could also find free chat tools having the functions. Also user interface of this tool is a bit confusing.

It works...but minimally helps.

Oct 10, 2017
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: I use the app on my iPhone and get notifications when someone visits our site. I use the Freemium version and it works well. I can see who they are (if they've logged into the website), I can see where they are located, and I can opt to chat with them if I want to. We were able to convert a few leads/lookers into actual meetings by using the chat option, but nothing has converted to actual sales.

Cons: The app is rather clunky. You have to click a few times to get to the information, whereas it should show you once you click on the user number/name. I'd like the option to automate a message after they get to our site (or after a set amount of time), but it's not available in the free version...Not sure about the paid version.

Zendesk Chat

Aug 17, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: It's a cheap easy to use customer service tool.

Cons: It doesn't offer as many features as comparable products.

Overall: I switched our company over to Zendesk from Live Chat and cut our bill in half. Or customer service team uses it daily to assist our customers on our website.

great for medium sized companies

Mar 24, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money

Pros: Easy to make it scalable to our growing business, never leaves a customer hanging and great visibility on website

Cons: Difficult to use on mobile for our agents, but other than that nothing negative. Agents use it more on computer

Great for company use towards clients

Jul 05, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: User friendly, organized, simple, colors are relaxed and inviting. The "visitor" feature is great, looking up chat history comes in handy

Cons: As the one using the software to chat with multiple clients at a time, an issue is the appearance of the conversation could look very congested at times. Formatting and spacing might be needed

Great for Online Chat

Nov 08, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
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Pros: Really simple to use to chat with customers when they come on to your website. Can set up different rules for employees to limit how many chats that can be taken.

Cons: No major Cons to this product. Have been a user for over six months and the only negative thing that I can say is that it did go down once.

I recommend this app for other businesses. It has a lot of features included.

Sep 12, 2017
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: We really love the features and the UI of the admin page. It comes with analytics that really helps creating new goals.

Cons: The premium price is a bit expensive I think. Other than that, everything else is great. We havent contacted support yet, so i really can't say anything about it.

Best chat service for your organization!

Dec 12, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
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Pros: - Chat window directly on our website. - Easy to use, aesthetic and moreover affordable - Automatic message to facilitate recurrent questions

Cons: - Sometimes when you log out it doesn't work. The service stays available on the site web even though nobody is there to answer

Love this as a way to communicate with customers

May 04, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: I love that you can communicate in real time. This is so much better than using something free like Facebook message! Very good features and awesome!

Cons: Just like any other zendesk at times it is difficult to get support but that's ok considering you shouldn't have many issues!

Feature rich tool but lacks direction

Mar 09, 2018
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
Likelihood to Recommend: 7.0/10 Not
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Pros: I have been a great admirer for Zopim Chat(now Zendesk Chat). The rich features and the excellent dashboard has always amazed me. They are far better than most of the other solutions which are available in the market.

Cons: They lack direction, perhaps they won't want to change. But other companies including Intercom are far ahead in terms of features and design. Perhaps, another rebranding would save them from the fierce competition.

Zopim is a great service

Jun 18, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Value for Money

Comments: I use this for a b2c and b2b auto parts aftermarket part reseller and just got one of my other customers to add it to his brand new app site in the Netherlands. His only comment was no skype integration, but my understanding is that it was a microsoft decision and has nothing to do with zopim. It works on his iphone so he is happy, the auto parts reseller puts it to use on the desktop of one of the customer service guys. The search on the site works well, so most of the people on that site contact us when they cannot find a product. If they cant find it, we probably don't carry it, but as a result we were able to pinpoint what other lines to carry so we can capture the sales.

Pros: easy to use Easy to integrate Easy to change features and test them out

Cons: Nothing to add here, am a satisfied customer

Great customer engagement tool

Feb 16, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support

Pros: Very easy to engage visitors on our website. Can chat with multiple people at once and is very easy to manage.

Cons: Would like there to be an option for visitors on the website to identify who they are so I can know how to engage them.

Easy to Use

Feb 01, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
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Pros: This Product is easy to use and I have not had any issues with it. I would recommend it to other people

Cons: There have been a couple times that there servers were down but that happens.

Capterra-loader

Just beginning setup and it's looking great so far

Jun 08, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
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Pros: I might be reviewing a bit too soon, but thought I'd chime in and say their sales/support people have been amazing so far. Really helpful and low pressure.

Cons: I was hoping for a couple features that were more "wish list" items than "must-haves," so I can't complain.

Overall: Multi-channel chat that's not hard to set up.

Everything we need at a great price

Apr 22, 2016
5/5
Overall
4.5 / 5
Ease of Use
4.5 / 5
Features & Functionality
4.5 / 5
Customer Support
Likelihood to Recommend: 9.0/10 Not
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Pros: Zopim has all the features we need for providing excellent live chat support to our website visitors. We use triggers to proactively engage with visitors, which will often lead to new chats and more sales. The free version is excellent for a small business with only one support agent, but Zopim offers other reasonably priced plans as well.

Cons: I wish the widget's appearance were able to be customized a little more.

Recommendations to other buyers: If you have only one support agent, start with the free version. If you have a bigger team or would like more features such as triggers, try one of the other plans.

Capterra-loader

Better approach for prompt responses

Aug 03, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: It's always a good option when one faces any issue with any services. Quick answers to the questions help customer to take decision and help service provider as well to provide better service and to know about the customer view and the issue faced by users. Some time people feel shy to talk on call and avoid to use mails for communication. Then chat works affectively at that stage.

Cons: Sometimes time chat message miscommunicate the information which creates problems for both sides. And service provider get less time to think about the solution for users.

Overall: I used as customer and usually share my views and queries on chat. Agents sometimes do not able to get quick decisions and this make irritate.

Great Software to get closer to your customers

Nov 03, 2016
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Works Great

Cons: I would love to be able to customize the features one needs, without going to a more premium option, with a significant additional cost and some features we don´t really need.

Overall: We have been working with Zopim for the last 3 months, and we are really happy with the outcome. We have managed to get closer to the customers who browse our website, and managed to get leads out of their online experience. I only wish that some of their more premium features could be included in a less premium package, being able to customize the features one needs. Overall great software for us.

Powerful and easy to use online chat

Jun 05, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
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Pros: It is very easy to implement on all of your websites (ie main site, ecommerce store). The chat is reliable and quick . .there is no lag time I've experienced with other chat softwares.

Cons: It's more expensive than some of the options that have almost as many features. It can be tricky to get the pop up box working just right so it's available but not annoying.

Clean and practical

Mar 06, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: It's a really good tool if you have a small company and the free version is enough if you have low traffic on your website.

Cons: If you need to talk with 2 clients at the same time, free version doesn't allow you to do that and prices also are a little bit more expensive than other softwares.

Overall: Costumer service

Capterra-loader

Interesting add on to our on site communication mediums

Feb 08, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: The ability to always have a CSR ready to answer a question without having to switch to online forms/emails or picking up a phone. It was also very easy to set up our WP site and customize the interface.

Overall: Having an app ready to respond to site chats means that we are able to help potential clients at any time anywhere. Having yet another convenient method for instant communication means we are ready as millennials become the new primary consumer and want such an easy way to get in touch. For our business, we really are content with the free version but there are reasonable packages available if we ever see the need to expand its use.

Great website online live chat tool

Jul 18, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Zendesk chat is a great tool for live chatting with website visitors and it helps us guide the visitors when there is something they cannot find or just have a quick question. We can respond promptly and this makes the user experience with our website smoother and better.

Cons: Nothing comes to my mind right away. We have been using it for over months now and there was no problem yet.

Great chat service for small businesses!

Jul 26, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Zendesk is very user-friendly and the functionality is great for my business needs. The software is wonderful with organizing support tickets and customizing the chat for my business needs.

Cons: The facebook integration needs to be tweaked to keep the conversation going with a client versus every reponse back creating a new ticket.

Overall: Great software and easy set up for your employees.

Exactly what's needed

Mar 24, 2015
5/5
Overall

Comments: The Alison Lawson Centre is a small therapy centre in a competative market of dyslexia treatment. Zopim has enabled us to answer visitors questions in real time, which is important in the sense that the therapy we offer is not easily understood at first. Clients can also ask for advice & get instant answers. Instantly getting answers from a therapist, is a big plus in an industry where assessments can cost big bucks.

Pros: I haven't used any others but chose Zopim because it was highly recommended and also I only needed 1 agent, which I could have for free. A big help as we are pretty small.

Cons: Wish I could have two conversations at once, which isn't possible on the free version.

Capterra-loader

Very handy tool to use on your website

May 01, 2018
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Easy to use interface on your website to chat to web visitors. We signed up two new customers within a week by offering the option on our website to chat in real time.

Cons: The setup was not as easy as I would expect, you would need some technical knowledge to setup the program.

Overall: Very easy way to connect to your website visitors.

Great, but lacks functionality.

Dec 06, 2016
4/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Comments: Pros

- Real-time monitoring of website visitors.

- Metrics, but only available to a higher tier.

- Simple and easy to configure.

- I like the simple chat box design, nothing too fancy.

Cons

- Lacks a lot of features other live chat has to offer.

- The lack of visitor typing insight is one, which also, they refuse to develop due to privacy concerns of the website visitor.

We're still using Zopim.

Not my favorite UI/UX

Jan 24, 2017
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 3.0/10 Not
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Comments: A perfectly usable product that somehow still leaves me wanting. Tough to put my finger on it, but I simply don't love the design and function. Everything is there, it just isn't presented in a particularly attractive way.

Pros: Works fine...

Cons: The default alert sounds are really goofy. I'm not sure if I'm allowed to change them or not.

Recommendations to other buyers: I would try other chat tools such as Olark

One of the best chat software on the market

Mar 08, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Zendesk Chat is easy to setup and install on your website. Zendesk does have their own chat app which you can install on your phone or tab/iPad which makes it easy to communicate with the customers.

Overall: It gives me a great platform to communicate with my customers.

Okay product with great customer support

Sep 16, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: I liked that I could set rules to engage chats with my website visitors and to track whom was on my website. I also liked that I could change with my team internally within the platform before transferring a chat or just talking to another team member in regards to a current chat on checking a customers account or ticket. I liked that I could design my chat widget the way I wanted it to look of course with the Zendesk chat branding

Cons: The only thing I did not like was that I could not have the business hours on the free plan.

Lyft Uses It

Aug 23, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Extremely
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Pros: If someone is working, they usually respond almost instantly

Cons: Sometimes, Zendesk is probably in another country, so when you need them, they might not be working.

Jun 20, 2016
5/5
Overall
3 / 5
Ease of Use
4 / 5
Customer Support
5 / 5
Value for Money

Nov 11, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support
5 / 5
Value for Money

Aug 02, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support
5 / 5
Value for Money

Simple And Engaging App For Customer Support

Mar 28, 2013
5/5
Overall

Comments: One of the more interesting aspects of the solution is its ability to manage complexity. Using Zopim, you can easily organize your customer support team and assign the agents to different departments such as Sales, Technical Support, etc.

Pros: Perhaps, the greatest reason to love Zopim Live Chat is its user-friendly product design.

Best chat support program we've used.

Dec 01, 2016
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: I love that Zopim is part of the Zendesk interface we use. There are a lot of great insights and features. I like that the transcript automatically creates a ticket. We have not used many of the triggers or shortcuts, but see how those could add a lot of functionality.

Useful but could improve

Dec 01, 2017
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: It's easy to use and can be embbed in my website, i like it that we can customize it and my customers will get the popup window everytime they get in the website.

Cons: The smartphone app needs much improvement, it does not send notifications real time when the customers are online, I have to manually refresh the app for it to work and show me the chats.

Mar 14, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pretty good Product

Feb 01, 2018
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Pros: I am relatively happy with this product. It has been beneficial to my company in being able to help customer that need it.

Cons: I have had some issues with not getting notified of chats coming in. Also sometimes if I do not log off it doesnt time out on me which I think it should after a certain time.

Jan 27, 2016
5/5
Overall
5 / 5
Ease of Use
4 / 5
Customer Support
5 / 5
Value for Money

Great for getting in touch right away

Nov 09, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Extremely
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Pros: I love that you can contact your customers in real time, instead of waiting for emails. This really improves your CS, and overall quality of buisness

Cons: It at times can be buggy, but we found that to be on our end most of the time. Overall it's a neat little device that we find handy!

Wideley Used but better alterantives are available

Apr 12, 2017
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money

Comments: Zendesk Chat is a proper tool for customer engagement, it is not the easiest to use and not the cheapest on the market but for scaling the best option.

Best Value

Mar 24, 2015
5/5
Overall

Comments: We use the free version of Zopim and have been very pleased with it so far. I do not know of any other chat service that provides the same level of features at a free or affordable price.

The simple chat

Nov 17, 2016
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money

Comments: Simple to use, lower price and meets the promises. The chat interface could be better, but it open in any browser and device, and it's the best.

Great Chat

Oct 03, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money

Comments: Lots of good features and the look of the chat box is very stylish and modern. Some features can still be added to make the price worth it.

It is a API that is intuitive

Sep 05, 2017
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Extremely
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Pros: It has key Key performance indicators needed to measure productivity and is straight forward. It is easy though

Cons: You can not download report data for productivity of more than 30 days which does not make report easy.

Overall: Straight forward and easy to use

Mar 16, 2018
3/5
Overall

Jun 18, 2015
3/5
Overall
4 / 5
Ease of Use
2 / 5
Customer Support
3 / 5
Value for Money
Capterra-loader

Make it easy for clients to chat with you for quick questions

Apr 30, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: I like that you can set automated responses and make sure your client is answered even if you need a minute extra to respond.

Cons: It can be hard to identify who you're dealing with. It would be awesome if their name could be shown automatically, if they've chatted with you before. But they can enter there name too.

Aug 11, 2016
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Jun 18, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support
5 / 5
Value for Money