Zendesk Chat

Zendesk Chat

4.5 / 5 32 reviews

Who Uses This Software?

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


Average Ratings

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

Product Details

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

Vendor Details

  • Zendesk Chat
  • www.zopim.com/
  • Founded 2008
  • Singapore

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

  • Agent Scheduling
  • Call Me Option
  • Co-Browsing
  • Geo Targeting
  • Knowledge Database
  • Offline Form
  • Persistent Chat
  • Proactive Invitations
  • Shortcut Messages
  • Transfers / Routing
  • Video Chat
  • Visitor Targeting
  • White Label Branding

Zendesk Chat Reviews Recently Reviewed!

Basically allowed our sales reps. talk with users on multiple platforms all at once.

Nov 18, 2017
4/5
Overall
4 / 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: The integration is just what we needed.In the past we could only engage with customers via our website chat alone.Now we can engage with them on Facebook particularly,it's helped us better our sales target.

Cons: I do dislike the fact users get to engage with us at times without giving us an identity (name, email). This has made customer tracking a nightmare at times.

Overall: Basically has allowed our sales team engage with our customers on multiple medium,all in one place.

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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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!

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
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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.

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.

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
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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 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.

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.

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 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.

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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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

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

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.

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

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.

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.

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 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.

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.

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.

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

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.

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.

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.

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

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

Jan 27, 2016
5/5
Overall
5 / 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

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

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