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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

Alvaro G.

Role: Operations
Industry: Media
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted May 2022

Great tool for customer-service related businesses

Likeliness to Recommend

10 /10

What differentiates Zendesk for Customer Service from other similar products?

It's very easy to convert chat, email, and social media requests into tickets.

What is your favorite aspect of this product?

How easy it is to integrate requests into tickets, especially social media requests.

What do you dislike most about this product?

I often forget that I am reading a "live" tweet or "DM" because the changes are almost not visible unless you actively look for them. There should be a better way to differentiate what type of ticket we are looking at to avoid issues.

What recommendations would you give to someone considering this product?

Works great and has a plethora of features that will help you have control over every single aspect of the customer interaction.

Pros

Reliable
Efficient Service
Effective Service
Caring

Warren R.

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

Validated Review

Verified Reviewer

Submitted Apr 2022

The Complete Customer Support Platform

Likeliness to Recommend

9 /10

What differentiates Zendesk for Customer Service from other similar products?

Zendesk is better than similar product because its customizable to suite your business needs and also it great reporting capabilities

What is your favorite aspect of this product?

I like that it is very user-friendly and is much easier to customize than other CMS tools on the market. I like that the dashboard integrates well with explorer. I like how it organizes both new and old tickets. I like that Zendesk allows me to manage all emails boxes, social media pages, and more on one platform makes it so much easier to manage and track.

What do you dislike most about this product?

There is nothing about Zendesk that I dislike

What recommendations would you give to someone considering this product?

If you are looking for a great CRM software for your business, I suggest you go with Zendesk

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

victoria G.

Role: Information Technology
Industry: Not for Profit
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Mar 2022

Easy to use, great for small/mid organisations.

Likeliness to Recommend

8 /10

What differentiates Zendesk for Customer Service from other similar products?

Super easy to use and integrate. Also very cost effective.

What is your favorite aspect of this product?

Ease of integration and very user friendly.

What do you dislike most about this product?

Nothing at all, we moved to Salesforce due to a senior management decision.

What recommendations would you give to someone considering this product?

Yes, its easy to user and has a great range of features.

Pros

Helps Innovate
Effective Service
Saves Time
Respectful

Zendesk for Customer Service

What is Zendesk for Customer Service?

Company Details

Need Assistance?

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

Alvaro G.

Great tool for customer-service related businesses

Likeliness to Recommend

Pros

Warren R.

The Complete Customer Support Platform

Likeliness to Recommend

Pros

victoria G.

Easy to use, great for small/mid organisations.

Likeliness to Recommend

Pros

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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