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Zendesk

Zendesk for Customer Service

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What is Zendesk for Customer Service?

Connect people, knowledge, and AI across every channel with the Resolution Platform that automates what slows you down and continuously improves with every interaction. Zendesk's customer service solution provides everything you need to deliver exceptional support and effective resolutions, ensuring a seamless experience for your team and your customers.

Company Details

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Zendesk for Customer Service Ratings

Real user data aggregated to summarize the product performance and customer experience.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

85 Likeliness to Recommend

93 Plan to Renew

79 Satisfaction of Cost Relative to Value

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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+87 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love Zendesk for Customer Service?

1% Negative

9% Neutral

90% Positive

Pros

Respectful
Reliable
Efficient Service
Security Protects

Feature Ratings

Average 0

Vendor Capability Ratings

Average 79

Business Value Created

Ease of Data Integration

Ease of IT Administration

Ease of Implementation

Usability and Intuitiveness

Quality of Features

Breadth of Features

Product Strategy and Rate of Improvement

Ease of Customization

Vendor Support

Availability and Quality of Training

Also Featured in...

Customer Service - Enterprise

Score 8.5

View Zendesk for Customer Service in this category (opens in a new tab)

Zendesk for Customer Service Reviews

Elman M.

Role: Operations
Industry: Other
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Nov 2023

Amazing product, easy to use.

Likeliness to Recommend

9 /10

What differentiates Zendesk for Customer Service from other similar products?

It provides a variety of features like chat, and ticket allocation, and provides accurate and also up to date information of all the data that you have stored. Amazing customer service and very responsive.

What is your favorite aspect of this product?

The chat feature which allows to provide live service, the storage of information, and how it is presented. The interface is very clear and integration with other tools is very smooth providing an even better service.

What do you dislike most about this product?

That is not that user-friendly, it takes time to get to know every feature, besides that sometimes when it gets updated some features become slow but this is just for short period of time. Besides the mentioned before there is no other major complaint.

What recommendations would you give to someone considering this product?

Do not hesitate to use it since it will enhance their services providing one of the best tools in this category, is simply fun to use, the only thing to take into consideration is to have time to learn to master every feature.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Ankit G.

Role: Finance
Industry: Finance
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Nov 2023

Zendesk is super easy to use with lot of features

Likeliness to Recommend

8 /10

What differentiates Zendesk for Customer Service from other similar products?

Support gets back to you pretty quickly and gives you articles or answers your questions, straight forward. Zendesk provides a lot of training material and it's pretty easy to use!

What is your favorite aspect of this product?

My favorite feature is View. You can create many views depending on your requirements and put a lot of filters. It will help in reporting.

What do you dislike most about this product?

The layout is a bit confusing at first and there's definitely a learning curve. I also don't like that you have to pay for adding agents when a company is small (under 10). This makes sense for bigger companies though.

What recommendations would you give to someone considering this product?

If you are looking for highly customizable ticketing tool then go for Zendesk

Pros

Unique Features
Generous Negotitation
Includes Product Enhancements
Helps Innovate

Cons

Less Performance Enhancing
Less Efficient Service
Less Friendly Negotiation

Carl O.

Role: Operations
Industry: Technology
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Oct 2023

Simply the best Customer Service CRM

Likeliness to Recommend

9 /10

What differentiates Zendesk for Customer Service from other similar products?

Zendesk provides personable and customisable setups, from automations and tagging, right through to assigning.

What is your favorite aspect of this product?

Without a doubt, chatbot. I think chatbot is an incredible feature which allows for an automated client services setup to filter out the very easy client queries, before using up valuable employee resource, which saves us time and money each day.

What do you dislike most about this product?

The reporting I think leaves a lot to be desired. It's quote clunky and takes a bit of getting used to. I now have the reports and dashboards I need for my monthly reporting, but setting that up was quite arduous.

What recommendations would you give to someone considering this product?

It's one of the best CRMs out there, it's very simple to set up, and easy for new users to acclimatise to it.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Zendesk for Customer Service

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What is Zendesk for Customer Service?

Company Details

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Zendesk for Customer Service Ratings

85 Likeliness to Recommend

93 Plan to Renew

79 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+87 Net Emotional Footprint

How much do users love Zendesk for Customer Service?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Also Featured in...

Customer Service - Enterprise

Zendesk for Customer Service Reviews

Elman M.

Amazing product, easy to use.

Likeliness to Recommend

Pros

Ankit G.

Zendesk is super easy to use with lot of features

Likeliness to Recommend

Pros

Cons

Carl O.

Simply the best Customer Service CRM

Likeliness to Recommend

Pros

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Feature Ratings

Vendor Capability Ratings

Business Value Created

Ease of Data Integration

Ease of IT Administration

Ease of Implementation

Usability and Intuitiveness

Quality of Features

Breadth of Features

Product Strategy and Rate of Improvement

Ease of Customization

Vendor Support

Availability and Quality of Training