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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

Douglas S.

Role: Vendor Management
Industry: Gaming and Hospitality
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Feb 2023

Zendesk is omnipresent.

Likeliness to Recommend

10 /10

What differentiates Zendesk for Customer Service from other similar products?

It's simplicity and presence in the market.

What is your favorite aspect of this product?

I love how it didn't take me very long to learn how to answer tickets, it all came very natural to me.

What do you dislike most about this product?

I guess the automations could be implemented a bit more easily, but that's nothing compared to the benefits it brings.

What recommendations would you give to someone considering this product?

If you want to provide customer support, this is it.

Pros

Continually Improving Product
Reliable
Enables Productivity
Inspires Innovation

Amina V.

Role: Operations
Industry: Recreation
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Feb 2023

Good, but hard to implement

Likeliness to Recommend

6 /10

What differentiates Zendesk for Customer Service from other similar products?

All features are collected in one platform, which makes service easier in customer support.

What is your favorite aspect of this product?

Customization of chats, emails, and features is highly appreciated.

What do you dislike most about this product?

Constant bugs, errors, and slow working makes service time-consuming. Also, algorithms for emails (such as suspends and etc.) are bizarre, which has caused a lot of problems in our business recently.

What recommendations would you give to someone considering this product?

Learn more before implementing. Learn about macros, mails connectors, and features before starting to use them.

Pros

Reliable
Trustworthy
Respectful
Inspires Innovation

Cons

Commodity Features
Less Performance Enhancing
Less Productive

Clay L.

Role: Student Academic
Industry: Education
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Dec 2022

Best customer service and content-sharing app

Likeliness to Recommend

10 /10

What differentiates Zendesk for Customer Service from other similar products?

It is a decent dashboard for monitoring both team performance and support tickets. They allow systems to communicate with one another while ensuring that no important data is lost. Exceptionally well-developed product to guarantee efficient customer service. Messaging/live chats, customer relationship management, and management systems are best. Because of its features and in-depth reports, I adored Zendesk.

What is your favorite aspect of this product?

This is the first time I've experienced something like the back-end user experience. Our support staff appreciates how easy it is to locate and address client requests and problems. Additionally, Zendesk has pre-built dashboards that are easily customized, which makes tracking metrics quite simple. It is a very user-friendly tool that offers real-time statistics and campaign management. Maintaining communication between specialized teams is quite simple with Zendesk.

What do you dislike most about this product?

Since only three levels are possible for the help centre level of categories, it is somewhat constrained. I find it frustrating how difficult and time-consuming it is to create dashboards. As a result, the dashboard may occasionally be perplexing due to inconsistent data. The absence of assistance is there. They take an extremely long time to respond if you have a question about this software's support.

What recommendations would you give to someone considering this product?

Thanks to this tool, I can provide my organization's internal and external clients with services. Send customer feedback surveys as well when the support is complete. Due to the tool's comprehensive online user documentation, I was able to quickly and efficiently introduce it to the organization thanks to its specialized user responsibilities.

Pros

Helps Innovate
Performance Enhancing
Trustworthy
Unique Features

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

Douglas S.

Zendesk is omnipresent.

Likeliness to Recommend

Pros

Amina V.

Good, but hard to implement

Likeliness to Recommend

Pros

Cons

Clay L.

Best customer service and content-sharing app

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