Recently I conducted some research on Drupal integration with Zopim, to integrate this functionality with arocom.de. Zopim is an online chat with an admin service-side backend. Here are some strong and weak sides to Zopim, some pros and cons to using Zopim as your customer support chat.
- Zopim is a support chat. It’s not an open chat, where everyone is chatting in the same channel, but it’s a support chat, where a support agent can talk to each client separately.
- Zopim has a unified back end. A single agent can talk to multiple guests presented as tabbed chat in a single service-side back end.
- Multiple Zopim agents and departments are allowed. In a paid version, a guest can address different departments, and multiple agents can conduct chats with the guests at the same time, which is great for large sites with lots of visitors.
- Zopim chats are stored at the service-end and can be exported via email.
- Zopim has integration with some known CRMs, such as SalesForce.
- There is a Drupal module for Zopim widget.
- Zopim’s does not have data API. You can’t extract chat and client data from Zopim and stream it into your CRM of choice, unless that support is expressly provided by Zopim. You will have to export chats though the export and email function, and then, if you want to integrate, you would have to parse these email exports, which is not at all fun.