Zopim

Zopim Live ChatZopim is a real-time chatting widget that is owned by the helpdesk software manufacturer Zendesk. While Zopim was originally intended to serve customer support teams looking to offer live chat support, the service is today used by a number of businesses for online sales as well. Zopim is headquartered in Singapore. Zopim customers include the liks of Hyundai, Philips and Avast.

Features

Zopim not only provides real-time support to existing customers, but also helps new visitors make quicker and informed decisions on their purchase. Zopim has a feature called ‘Triggers’ that lets you specify filtering rules that must be satisfied in order to launch a chat communication with a real-time visitor. For instance, you could create a trigger that targets visitors who have spent at least 30 seconds on the checkout page and have not proceeded to the next page. The chat dashboard also has a robust analytics page to track and analyze the visitors on your page and sort by incoming chats, visitors who have clicked on the chat button and so on.

If you are the head of sales or support at your organization, you may also enjoy looking at the reporting section of Zopim. The tool has chat reports to analyze the chat performance during any given period, agent reports to analyze how various agents performed as well as real-time monitoring of chats missed, completed, wait time, etc. The tool integrates with a number of third party services including Salesforce, JIRA, WordPress, Magento and Shopify to mention a few.

Pricing

If you are a small startup with very few visitors at this point, then you could get started on the Zopim Lite package which is free forever but restricts usage to one agent (with only one concurrent chat). Also, you do not have access to a lot of customization features that come with the paid versions. Speaking of paid, there are three tiers of pricing – Basic, Advanced and Premium. The Basic plan is priced at $11.20/agent/month when billed annually and includes unlimited concurrent chats, customizable online forms, two departments two triggers, chat assignment, file sharing, design customization, etc.

The Advanced plan costs $20/agent/month and has all the Basic features and additionally allows unlimited departments, operating hours customization and REST API access. Finally, the Premium version includes all these and in addition, also includes a High Load dashboard (for customers who have increased traffic), agent reports, real-time monitoring report, IP access restriction, etc. All of this comes at a price of $44/agent/month when billed annually.

Reviews

Let’s begin the section with a review posted on the ChatToolTester website. There are a lot of things to like about the website. From an agent’s perspective, asset discovery is a great feature – it is possible to identify the country of the visitor, OS and browser using the live analytics section. You can create shortcuts for standard phrases and the system will suggest answers based on past conversations. If you do not have a 24/7 support, you can either decide to hide the offline form or decide to use it as a lead generation tool. The widget can be integrated with your Salesforce to route these visitors through your standard sales prospecting channel. Speaking about negatives, the reviewer finds the wide range of features available on the system to be a little more complex than the other options in the market. Also, Zopim provides an option to detect the language of your webpage and automatically change the language on your widget as well. While this is a smart feature, it did not always work. If you have multiple roles to play in the organization, you may also find the idle settings a pain – Zopim not only turns the offline mode when you are away from your computer, it can also go offline when you are working on other tabs or browsers. But in all, this is a great tool to have for your organization and it’s been rated 4.5 out of 5 on this review.

Zopim can integrate with Shopify and there are dozens of reviews for the product on the Shopify website. There are a few complaints here. One user finds the app shows up on the website (with offline status) even after installing. I am unsure if this is a bug with Shopify or Zopim. However, the user also has problem with the mobile app which they call “unusable” although there is no elaboration here. You may want to check out how the mobile app works before picking this solution for your company. To most other users, Zopim is a great value addition to the site with the only caveat being it could be a little expensive if you have more than one agent. Overall, the users have rated the product 4 out of 5 stars.

There are over 99 reviews for Zopim on TrustPilot and this is what we will look at next. One user points out to the weekly chat log feature that gives you a summary of all your chat conversations stored on your inbox. This is especially useful if you want to look up an old chat conversation you had with a customer. Some users have expressed concern that the branding or loading time could mess with your on-site user experience but this is not a recurrent complaint so I will leave it to one’s individual mileage with the product. There are minor bugs like issues while trying to join in on a chat from iOS but overall, users have rated Zopim 4.7 out of 5 on TrustPilot.

On LiveChatSoftwareHQ, there are a few concerns reported by customers who find the need for users to be live on the browser in order to not show offline to customers a problem. However, the other features including the ability to customize design, the iOS app and easy to use interface has a lot of fans. The reviewers have in all rated the product 4.5 on 5.

Here is the summary of all ratings.

Reviewer Ratings (out of 5)
ChatToolTester 4.5
Shopify 4
TrustPilot 4.7
LiveChatSoftwareHQ 4.5