When comparing Zopim vs Desk.com, the Slant community recommends Desk.com for most people. In the question“What are the best user support & feedback services?” Desk.com is ranked 8th while Zopim is ranked 16th. The most important reason people chose Desk.com is:
Desk [Macros](https://support.desk.com/customer/portal/articles/1647778-overview-of-macros-video) provide a great support for canned responses. You can write canned responses for email and social media, and access them quickly either through a menu or by using shortcuts.
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Pros
Pro Provides a useful series of tutorials
Zopim has a youtube channel that provides tutorials on using the product, and customer service tips.
Pro Great support for canned responses/macros
Desk Macros provide a great support for canned responses.
You can write canned responses for email and social media, and access them quickly either through a menu or by using shortcuts.
Pro Very well designed interface
The UI speeds up your workflow thanks to how uncluttered and intuitive it is.
Everything is well laid out, easy to find, and the overall design is visually appealing.
Pro Support for a wide range of mobile devices
- iPhone
- Android
- BlackBerry
- iPad
- Android Tablets
Cons
Con Not a complete user support service
Zopim does not have all the features you may expect from a User support software. It is owned by Zendesk, so it's recommended you combine the ticketing features of Zendesk with the live chat on Zopim.
Con Integration with Salesforce requires manual work
You'd think it would be the best Salesforce integration ever since it's owned by Salesforce, but it's completely sub-par. You have to have customer service reps manually connect SF accounts to Desk Companies.
Con API is awful
You can't properly paginate/sort API results so you can get into situations where you aren't getting all the data.