Zopim

Good: Customizable chat invitations, real-time visitor information, chat analytics, automatic language translation, easy setup, 14-day free trial.

Bad: Low customizability of chat widget.

Overall: The live chat software helps companies connect with potential and existing customers that visit their website.

Founded in the year 2008, Zopim was acquired by Zendesk, Inc. in April 2014. With its headquarters in Singapore, Zopim provides chat support software that can cater to the requirements of large and small businesses alike. Serving as many as 50,000 businesses at the present moment according to official website, Zopim’s software has an intuitive interface that provides detailed chat analytics and tools for companies to use.

Setup and Customization

The user interface is intuitive and customizable. The setup is as easy as pasting a line of code onto your website. If you're using WordPress, Shopify, Magento, Drupal or Joomla, the setup procedure is as simple as installing a plugin. The chat widget can be tailored in terms of color, size and placement to match your website theme.

Ease of Use

The Dashboard Chat Panel is clean and user friendly. Besides providing the ability to sort your traffic and search out previous conversations, the chat panel also helps users with various 'shortcuts'. This helps agents customize messages in advance, reducing their response time while on a chat.

The chat panel also allows an administrator to discreetly listen in to the conversations between their agents and customers. This tool can be especially useful to monitor agents with the aim to improve the quality of customer service.

Visitor Information

Zopim's chat software allows a chat operator to access live real-time information about each customer that is currently on the website. Not only does this provide information such as the client’s name, email address, location, IP, browser and operating system, but it also lets the operator know if the client is a first-time visitor or a repeat customer. Past chat logs, if applicable, are also available for quick reference. Such information can be useful for agents to understand exactly what the customer's requirements are.

Usable on Multiple Devices

Since the Zopim chat application is available across platforms, your customers can initiate a chat from both iOS and Android mobile devices. Chats can also be seamlessly continued between devices. This helps your customers stay on the move while your agents resolve their queries.

Integration

Zopim has also ensured that their chat software is adaptable and easy to integrate with many of the popular helpdesk solutions, such as Zendesk, OsTicket and FreshDesk, as well as many CRM applications such as Salesforce and Zoho. Zopim can also be integrated with instant messengers such as Google Talk.

Other Features

Zopim offers its users triggers that help them initiate a live chat automatically, as well as respond in a pre-programmed manner to different groups of users. Returning visitors, for instance, can be greeted warmly with a "Welcome Back!" message.

Real-time translation is another fairly useful feature that allows both your chat operator and your customer to interact in the language of their preference. This feature also allows you the opportunity to market and support your products in different countries on an international scale.

The software also has a built-in switch functionality that allows a customer to be transferred to another agent. This is particularly useful when you have multiple departments and need to transfer a customer between departments.

Support

Zopim provides 24x5 live chat support as well as 24x7 email support to all its customers. The site also provides setup assistance and access to a comprehensive knowledge base of information for customers. With quick and responsive chat operators and detailed FAQ guides, issues are resolved efficiently and in a timely manner.     

Conclusion

Whether you're a large multinational company or a business that operates with only a few individuals, if you're looking to provide personalized customer services to your customers, then Zopim's chat software provides you with a multitude of tools. Real-time features help you understand your customers better, and their support team ensures you’re never too far away from help.