September 16, 2013

Zopim – Live Support In an Online World

Customer service goes a long way in a retail environment. Zopim is a tool that e-commerce businesses can use to expand their support services to customers, providing them with a simple way to interact online through live chat widgets.

Get to know your customers and find out what you could be doing to better meet their needs by signing up for a Zopim account. Customize Zopim’s chat widget to blend in with the design of your current website, and enter a message that will pop up when you want to greet customers who are having a look around. Once you’ve integrated Zopim’s widget into your website, visitors can interact with agents from your company in real-time. Multiple support agents can work together collaboratively inside Zopim’s dashboard, serving customers, listening to other agents’ conversations, and switching between chats seamlessly. You’ll also be able to collect information about how your visitors are using your website and which products or pages are being clicked on most frequently.

Zopim lets you decide how to handle customer service when you’re offline. Show a contact form when your agents are unavailable, or take away your chat widget altogether during non-working hours. Zopim saves the transcripts of every conversation, allowing you to dig through the archives to find chats from years ago with ease. You can also ban certain visitors to prevent spam, and utilize mobile tools for responding to customer questions when you’re outside the office.

Practical Uses:

  • Offer your support services to every customer who visits your online shop
  • Learn more about the way people are interacting with your website
  • Provide top-notch customer support to the people shopping at your e-commerce store
  • Identify which shoppers are most likely to spend money on your website

Insider Tips:

  • Integrate Zopim with other services, like Znedesk, Zoho, and Highrise
  • Group support agents together into departments
  • Disable your chat widget during non-working hours
  • Zopim offers an API for developers

What we liked:

  • Zopim provides a way for e-commerce retailers to proactively reach out to shoppers
  • Agents can transfer conversations to their colleagues
  • Zopim can be used to identify high-value visitors
  • Agents can participate in chats from most instant messaging applications

What we didn’t like:

  • Weekly analytics reports are only available to companies that upgrade to the Advanced plan


Company Info:

  • Launched: 2008
  • Privately Held
  • Headquarters: Singapore
  • Founded by: Royston Tay, Qing Ru Lim, Wu Wenxiang, and Julian Low
  • Web site:


  • Free plan for individuals
  • Team plan is $11.20 per agent, per month
  • Advanced plan is $20 per agent, per month


  1. Thanks for the wonderful write-up about Zopim. If you would like more information, please feel free to head to Alternatively, you can also check out our press kit:

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