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Zendesk

Zendesk for Customer Service

Composite Score

8.5 /10

CX Score

8.8 /10

207 Reviews Write a Review

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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 81

Customer Service Knowledge Management

Customer Service Workflow Management

Agent Collaboration

Customer Self Service Capabilities

Multi-Channel Support

Contact Center Integration

Intelligent Search

Mobile Customer Care

Analytics and Reporting

Agent Scripting

Customer Community Management

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 - Midmarket

Score

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Zendesk for Customer Service Reviews

Alicia P.

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

Validated Review

Verified Reviewer

Submitted Mar 2024

Wonderful product, large learning curve

Likeliness to Recommend

8 /10

What differentiates Zendesk for Customer Service from other similar products?

Zendesk for Service distinguishes itself from other customer service and support platforms through its emphasis on simplicity and scalability. At its core, Zendesk offers an intuitive user interface that simplifies complex processes, making it accessible for businesses of all sizes. It also allows businesses to dip their toes into things like chatbots, AI, etc without doing away with other methods entirely.

What do you dislike most about this product?

One major drawback is the difficulty in sending bulk messages, a feature that could significantly streamline communications. Additionally, the wait times for customer support via chat can be lengthy, which can be frustrating when immediate assistance is needed. These areas, if improved, could greatly enhance the user experience.

What recommendations would you give to someone considering this product?

Zendesk is a great tool and you can use some of its features easily. However, if you really want to get the bang for your buck (and it can be a lot of bucks) it will take you some searching and practice. I have been using it for around 3 years and I'm still finding new features all the time + the ones they continue to come out with.

Pros

Reliable
Respectful
Acts with Integrity
Helps Innovate

Miguel N.

Role: Information Technology
Industry: Consulting
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Mar 2024

Good Product, awful Customer Care experience

Likeliness to Recommend

5 /10

What differentiates Zendesk for Customer Service from other similar products?

Zendesk has great capabilities when has been correctly configured, but is too expensive for what it does.

What is your favorite aspect of this product?

None, all of the features are widely availiable in other software that does the same thing and cheaper.

What do you dislike most about this product?

Pricing and support.

What recommendations would you give to someone considering this product?

look somewhere else, maybe freshdesk, or zoho.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Cons

Less Efficient Service
Less Effective Service
Less Caring

Brad T.

Role: Sales Marketing
Industry: Media
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Mar 2024

I am really enjoying this support platform

Likeliness to Recommend

9 /10

What differentiates Zendesk for Customer Service from other similar products?

As a user, I find the support platform quite satisfactory and the activation mechanism seems fantastically adaptable and dynamic. The fact that form fields can now be searched is fantastic. For future improvements, the market is ideal. When it comes to standardizing user responses, macros are fantastic.

What is your favorite aspect of this product?

Both the Zendesk dashboard and support views have potential. It would be great if the online support portal could be improved to better accommodate internal requesters, who are occasionally agents, and restricted so that not just anyone could use it.

What do you dislike most about this product?

Most of our work involves helping customers with various requests, questions and technical difficulties. Agent productivity improves with easy-to-use views.

What recommendations would you give to someone considering this product?

For all of our support queries, we use the ticket dashboard. Sending an email to the support address automatically creates a new ticket in HubSpot and notifies the appropriate parties.

Pros

Helps Innovate
Reliable
Effective Service
Saves Time

Zendesk for Customer Service

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

Customer Service Knowledge Management Customer and/or agent-facing knowledgebase and search capabilities. Ability to create KBs, FAQs, wikis, and capture effectiveness ratings from customers.

Customer Service Workflow Management Ticketing and case management with automated assignment, escalation rules, priority routing, decision trees, and configurable resolution workflows.

Agent Collaboration Supports live collaboration between agent and customers, among customers e.g. forums, and service professionals e.g. team-based customer service.

Customer Self Service Capabilities Customer portals for case submission, case status tracking, knowledge access, customer-facing resolution wizards, and guided service request flows.

Multi-Channel Support Integration with email, telephone, and live chat, and with self-service and social media.

Contact Center Integration Agent desktop/contact center integration, CTI, IVR/voice, call scripting, call queuing, call recording, and prioritization by support channel.

Intelligent Search Knowledgebase search with content indexing, and search of external content repositories. Proactive search and auto-suggestions. Natural language processing.

Mobile Customer Care Can create custom-branded service applications for customers on a mobile device (preferably native application rather than a responsive design site).

Analytics and Reporting Includes historical & real-time dashboard visualizations, detailed & summary reporting and easy data extraction for data analysis.

Agent Scripting Recommend resolution steps to agents based on machine learning or AI.

Customer Community Management Creation and management of branded and focussed user communities.

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 - Midmarket

Zendesk for Customer Service Reviews

Alicia P.

Wonderful product, large learning curve

Likeliness to Recommend

Pros

Miguel N.

Good Product, awful Customer Care experience

Likeliness to Recommend

Pros

Cons

Brad T.

I am really enjoying this support platform

Likeliness to Recommend

Pros

Most Popular Zendesk for Customer Service Comparisons

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Zoho Desk

Oracle Service

Feature Ratings

Customer Service Knowledge Management

Customer Service Workflow Management

Agent Collaboration

Customer Self Service Capabilities

Multi-Channel Support

Contact Center Integration

Intelligent Search

Mobile Customer Care

Analytics and Reporting

Agent Scripting

Customer Community Management

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