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Zendesk

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Zendesk vs Zopim: What are the differences?

Zendesk: The leading cloud-based customer service software solution. Zendesk provides an integrated on-demand helpdesk - customer support portal solution based on the latest Web 2.0 technologies and design philosophies; Zopim: Real-time customer satisfaction made simple. Zopim is focused on serving the needs of web users that hasn’t been met by other chat solutions: the need for usability, convenience and simplicity of design.

Zendesk and Zopim are primarily classified as "Help Desk" and "Customer Support Chat" tools respectively.

Some of the features offered by Zendesk are:

  • Offer your customers a quick path to the answers they need with knowledge base and community features.
  • Zendesk takes customer communication from anywhere—your website, email, phone, Twitter, Facebook, and chat—and turns it into a ticket.
  • Zendesk simplifies your support team's workflow with custom automatic actions, meaningful organization, and streamlined systems for managing support content.

On the other hand, Zopim provides the following key features:

  • Easy Widget Customization- Dress up the widget to suit your website's colors and theme.
  • Customizable Greetings- Greet visitors in your very own unique manner.
  • Smart Offline Modes- Show a contact form or hide the widget when you go offline? You decide.

"Centralizes our customer support" is the primary reason why developers consider Zendesk over the competitors, whereas "Real-time user chat" was stated as the key factor in picking Zopim.

According to the StackShare community, Zendesk has a broader approval, being mentioned in 1845 company stacks & 184 developers stacks; compared to Zopim, which is listed in 303 company stacks and 24 developer stacks.

Advice on Zendesk and Zopim
Joshua Siegel
Product at Titan Casket · | 4 upvotes · 13.1K views

We sell a high-touch, high ASP product (caskets) and have scaled to where we're adding several more customer service agents to our company. Customers often call or chat with us multiple times prior to the purchase and post-purchase, as these are emotional, time-sensitive purchases. Nearly every customer contacts us pre-purchase. We are a Shopify shop. Customer service is our brand.

We need a solution that allows whoever picks up the chat or phone to quickly see the history of that customer, their request, notes, and the status of their order. We need a powerful chat tool that can enable immediate engagement, have some basic automation, and allows users to drop in.

Finally, we also have some B2B customers (funeral homes) and expect this part of our business to grow significantly in 2021.

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Replies (2)
Recommends
FreshDesk

Hey Joshua,

Would recommend using Freshdesk as your tool of choice. It has a direct integration with Shopify and other tools including powerful B2B customer handling. It also satisfies all the requirements you’ve outlined including order history, interaction history, notes, tickets etc. Along with Omni channel integrations with chat (their own or other chat solutions), email, phone and so on.

My company, JindalX can help you set up your customer service automation and journeys along with helping handle any extra volume through our own customer service reps if required. Can provide you with a free assessment if needed? Let me know, I’m contactable at madhav.garg@jindalx.com

Best, Madhav

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Pamela Pierce
President at Learn About Green LLC · | 3 upvotes · 2.5K views
Recommends
ActiveCampaign

ActiveCampaign can do all of this for you. They have really great support. Their automation is second to none. They have a chat bot capability. They also have an integrated capability where you see everything related to the one customer in one spot - all their interactions with you, and can move the customer through your custom stages. If you do go with ActiveCampaign, I HIGHLY recommend that you take their paid training. It will really help you get up faster and understand the product deeper, and not waste time. I think they have the training every month. ActiveCampaign is difficult to learn on your own since it is so full featured. Sign up for a trial through a salesperson and then ask if it is possible to get in the class for less money. ActiveCampaign integrates with Shopify also.

If you don't go with ActiveCampaign, then Zoho would be my second choice. But their support and quality is not as good, they feel like a new product even though they have been in business a while. You keep having to get around their bugs, which you can, it is just annoying. ZohoOne may be less expensive than ActiveCampaign.

Both products are so full-featured that they both take quite a while to learn.

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Pros of Zendesk
Pros of Zopim
  • 131
    Centralizes our customer support
  • 70
    Many integrations
  • 58
    Easy to setup
  • 25
    Simple
  • 25
    Cheap
  • 11
    Clean
  • 6
    Customization
  • 4
    $1 Starter Pricing Plan
  • 4
    Woopra integration
  • 3
    Proactive Customer Support
  • 1
    Full of features
  • 1
    Remote and SSO authentication with CMSs like WordPress
  • 1
    Charitable contribution to SF hospital for $20 plan
  • 0
    Integrations
  • 18
    Real-time user chat
  • 7
    Free plan for startups
  • 3
    Simple setup

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What is Zendesk?

Zendesk provides an integrated on-demand helpdesk - customer support portal solution based on the latest Web 2.0 technologies and design philosophies.

What is Zopim?

Zopim is focused on serving the needs of web users that hasn’t been met by other chat solutions: the need for usability, convenience and simplicity of design

Need advice about which tool to choose?Ask the StackShare community!

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What are some alternatives to Zendesk and Zopim?
FreshDesk
Freshdesk is an on demand customer support software that works across multiple support channels.
Intercom
Intercom is a customer communication platform with a suite of integrated products for every team—including sales, marketing, product, and support. Have targeted communication with customers on your website, inside apps, and by email.
Zoho
Unique and powerful suite of software to run your entire business. It contains word processing, spreadsheets, presentations, databases, note-taking, wikis, web conferencing, customer relationship management, project management, invoicing, and other applications.
Help Scout
With best in-class-reporting, an integrated knowledge base, 50+ integrations and a robust API, Help Scout lets your team focus on what really matters: your customers.
HubSpot
Attract, convert, close and delight customers with HubSpot’s complete set of marketing tools. HubSpot all-in-one marketing software helps more than 12,000 companies in 56 countries attract leads and convert them into customers.
See all alternatives