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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

Stephanie D.

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

Validated Review

Verified Reviewer

Submitted Jul 2023

Can be confusing until you get used to it.

Likeliness to Recommend

8 /10

What differentiates Zendesk for Customer Service from other similar products?

I have not used other products.

What is your favorite aspect of this product?

Ability for multiple stakeholders to view tickets and interact with customers.

What do you dislike most about this product?

User interface can be confusing.

What recommendations would you give to someone considering this product?

It is a helpful tool, and can fit easily in your tech stack.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Dawid K.

Role: Industry Specific Role
Industry: Energy
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted May 2023

Overall good, but expensive ticketing system

Likeliness to Recommend

7 /10

What differentiates Zendesk for Customer Service from other similar products?

Very good data analysis and report engine, automation and triggers, ease of implementation

What is your favorite aspect of this product?

Easy to use, intuitive, readily integrates a lot of customers and communication channels

What do you dislike most about this product?

No filtering, limited amount of easily accessible views, pretty expensive, hard to manage internal vs. external communication in one thread

What recommendations would you give to someone considering this product?

Not the greatest solution for engineering and technical support teams, consider if you have more communication channels than only mail, you will appreciate the powerful reporting engine (Explore)

Pros

Continually Improving Product
Reliable
Performance Enhancing
Respectful

Cons

Less Efficient Service
Less Effective Service
Commodity Features

Ram A.

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

Validated Review

Verified Reviewer

Submitted Apr 2023

Great Customer Service tool but a bit pricey

Likeliness to Recommend

8 /10

What differentiates Zendesk for Customer Service from other similar products?

ZenDesk is a very reliable solution with many useful built-in features

What is your favorite aspect of this product?

ZenDesk offer full API capabilities and automation options that save as a lot of time and manual work

What do you dislike most about this product?

ZenDesk Talk module can be improved, both for call quality and reporting

What recommendations would you give to someone considering this product?

Plan carefully and understand and map out all your workflows before starting the implementation process.

Pros

Enables Productivity
Security Protects
Reliable
Performance Enhancing

Cons

Vendor Friendly Policies
Less Generous
Less Friendly Negotiation

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

Stephanie D.

Can be confusing until you get used to it.

Likeliness to Recommend

Pros

Dawid K.

Overall good, but expensive ticketing system

Likeliness to Recommend

Pros

Cons

Ram A.

Great Customer Service tool but a bit pricey

Likeliness to Recommend

Pros

Cons

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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