Zendesk
- Help Desk Software
- Customer Experience Software
- Customer Service Software
- Email Ticketing Systems
- Help Desk CRM Software
- Help Desk Software For Schools
- Issue Tracking Software
- Knowledge Management Software
- NPS Software
- Online Help Desk Software
- Remote Desktop Software
- Remote Help Desk Software
- Service Request Software
- Text Analysis Software
- Ticketing Software
- Voice of the Customer Software
What is Zendesk?
Industry Specialties: Serves all industries
Zendesk Pricing
Based on our most recent analysis, Zendesk pricing and cost details are described here:
- Price
- $$$$$
- Starting From
- $55
- Pricing Model
- Per user, Monthly
- Free Trial
- Request for Free
Zendesk Benefits and Insights
Key differentiators & advantages of Zendesk
Benefits- Unified Workspace: Get a coherent workspace experience with a digital contextual interface. Get benefits when agents work in shifts. Pass around tickets and work orders get passed around within the team.
- Omnichannel Support: Bridge support and service teams with customers across multiple modules. Get omnichannel support embedded in the product’s context-preserving workspace. Continue conversations with customers regardless of the channel and resolve issues without losing context.
- Better Support From Anywhere: Offer 24/7 support with AI-powered chatbots that help customers answer common queries without agent intervention.
- Enhanced Agent Productivity: Route tickets according to agent availability, capacity, priority and skill to ensure better resolution times. Rank agents based on performance and gamify work to further encourage productivity
- Better Reporting: Custom dashboards enable better data visualization and performance tracking. Track a range of different KPIs through custom and pre-built reports. Schedule automated reports at regular intervals to keep track of KPIs.
- Improved Security and Compliance: Encrypt communication data between customers and support agents using industry best practices. GDPR compliance, HTTPS security and Transport Layer Security (TLS) keep private data secure.
- Streamlined Workflows: Leverage AI to automate and enhance operations through tools like AI-based ticket routing, ticket sentiment analysis and automated response suggestions.
Industry Expertise
Zendesk Reviews
Average customer reviews & user sentiment summary for Zendesk:
5221 reviews
Synopsis of User Ratings and Reviews
Based on an aggregate of Zendesk reviews taken from the sources above, the following pros & cons have been curated by a SelectHub Market Analyst.
Pros
Cons
Researcher's Summary:
Key Features
- Ticketing System: Offer high-quality customer support across various channels with pre-built dashboards, automation, customer ticket fields and dynamic forms. Avoid misplacing tickets, produce faster resolution and boost the bandwidth via robust tools such as CSAT ratings, routing, service-level agreements and time tracking.
- Omnichannel Support: Offer quick and seamless customer support through multiple channels including email, phone, chat, customized chatbots, a website, WhatsApp, messaging, Facebook and Twitter to ensure faster resolutions
- Messaging and Live Chat: Engage in long-term, personalized conversations with customers to deliver instant support without any repetitions. Help customers get instant answers via bots and integrated programs with the ability to turn to a live agent whenever needed.
- Help Center: Give customers access to knowledge base articles and automated suggestion pop-ups to enable a streamlined and efficient self-service. Convert essential issues in the community into resolvable tickets and update reusable content from help centers and articles through content blocks.
- Voice Support: Deliver instant support to customers with a cloud-based voice solution, plug into 90+ telephone providers. Extend voice capabilities with services including redaction, quality assurance and advanced call transcriptions.
- Community Forums: Create a platform for customers to collaborate, provide feedback, review the product, and answer other user’s questions. Help them reach out for the most relevant services.
- Reporting and Analytics: Analyze how customers use websites, products, services and various support channels. Determine ways to improve the experience by getting instant access to insights and identifying problem areas via customizable, pre-built dashboards.
- Knowledge Base: Help customers get to know the services and products better by creating easy-to-read articles with rich formatting and translations to 40+ languages for a localized customer experience.
Limitations
- Lack of advanced reporting tools.
- Customer support can be difficult to reach.
Suite Support
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Relevant Articles
Testimonials
Zendesk helped our team both survive and also thrive in a fast-growth stage. I’m really, really grateful for what Zendesk has done for us.
I cannot speak highly enough of Zendesk and the integrations and third-party apps you have. If you don't have an out-of-the-box solution for it, you have a partner that provides a solution for us.
Our goal is to ensure that agents can access as much customer data as possible. We love Zendesk because their API allows us to explore ways to get customer data in front of agents in ways that create a smoother, more personalized experience.
It was the busiest Christmas the digital team ever had and we’d just migrated our website. Having Zendesk as a stable force at that point meant we could identify any potential customer issues and quickly get those rectified.
Without Zendesk’s partnership, we would not have been able to build the integrated and unified support experience we have today.
In just four months, the SMC team implemented Zendesk across nine countries, none of which had been using Zendesk previously. In this launch, we implemented support in 10 languages, impacting 130,000 end-users.
Product Publications
Guide to Switching to Zendesk Top 5 reasons Salesforce customers are switching to Zendesk CX eBook 5 signs it’s time to switch from Freshdesk to Zendesk Zendesk CX trends 2023 reportSimilar Products
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A note from Zendesk
Zendesk was founded in 2007 with the vision of creating a beautifully simple yet powerful customer service solution. Today, Zendesk is helping thousands of businesses, from fast growing startups to Fortune 500 companies, unlock business opportunities through personalized service. Our omnichannel service solution, the Zendesk Suite, brings intelligence into every aspect of customer service, allowing businesses to personalize conversations across every channel, scale operations with powerful automations and AI-powered insights, and stay agile with an open and flexible platform.