What is Zendesk for Service?
Zendesk streamlines your support with time-saving tools like ticket views, triggers, and automations. This helps you get straight to what matters most – better customer service and more meaningful conversations. Zendesk helps companies empower their customer service agents and sales teams with the tools they need to get the job done right.
Company Details
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Real user data aggregated to summarize the product performance and customer experience.
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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
94 Plan to Renew
1
Since last award
80 Satisfaction of Cost Relative to Value
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 Service?
Pros
- Reliable
- Respectful
- Efficient Service
- Security Protects
How to read the Emotional Footprint
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Negative
Neutral
Positive
Feature Ratings
Customer Service Knowledge Management
Customer Self Service Capabilities
Multi Channel Support
Agent Scripting
Analytics and Reporting
Agent Collaboration
Contact Center Integration
Intelligent Search
Customer Service Workflow Management
Mobile Customer Care
Customer Community Management
Vendor Capability Ratings
Business Value Created
Ease of IT Administration
Usability and Intuitiveness
Ease of Data Integration
Ease of Implementation
Quality of Features
Breadth of Features
Product Strategy and Rate of Improvement
Ease of Customization
Vendor Support
Availability and Quality of Training
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Zendesk for Service Reviews
Ajit J.
- Role: Sales Marketing
- Industry: Consulting
- Involvement: Business Leader or Manager
Submitted Apr 2024
It is great customer service product
Likeliness to Recommend
What differentiates Zendesk for Service from other similar products?
The interface,features like trigger and plug-ins
What is your favorite aspect of this product?
Integration to Brower and feature
What do you dislike most about this product?
Complex interface
What recommendations would you give to someone considering this product?
It's great product for customer services where we can see all history of conversation whenever required
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Imtiyaz S.
- Role: Operations
- Industry: Technology
- Involvement: Business Leader or Manager
Submitted Mar 2024
Great Product for Service Management
Likeliness to Recommend
What differentiates Zendesk for Service from other similar products?
Zendesk for Service stands out with its unified platform, customizable workflows, scalability, robust analytics, seamless integrations, focus on customer experience and AI-driven automation.
What is your favorite aspect of this product?
1. Better Reporting and Analytics 2. Customization options
What do you dislike most about this product?
Cost and Customer Support
What recommendations would you give to someone considering this product?
1. Understand Your Needs - Before diving into any software evaluation, it's crucial to understand your organization's specific customer service needs. 2. Explore Features- Zendesk offers a range of features for customer support, including ticket management, knowledge base, live chat, reporting & analytics, automation, and integrations with CRM and other tools. 3. Explore these features in detail to see how well they align with your requirements.
Pros
- Saves Time
- Performance Enhancing
- Enables Productivity
- Trustworthy
Gregory D.
- Role: Information Technology
- Industry: Electronics
- Involvement: IT Leader or Manager
Submitted Jul 2023
One of the best service management solutions
Likeliness to Recommend
What differentiates Zendesk for Service from other similar products?
Zendesk has become a de facto industry standard and is used by many companies across the world. It has great features for customer support, however it still lacks functionalities to manage an internal (e.g. ITIL based) service desk.
What is your favorite aspect of this product?
The ease of use is one of the best things about this solution, together with the breadth of features.
What do you dislike most about this product?
The solution is quite pricey for internal use if you have a lot of customer service agents as it is priced per technician. The fact that there is no on-prem solution can be an issue with GDPR, as the data is all stored in the cloud.
What recommendations would you give to someone considering this product?
Run a trial period prior to purchase.
Pros
- Enables Productivity
- Reliable
- Performance Enhancing
- Effective Service
Cons
- Vendor Friendly Policies
- Less Generous
- Leverages Incumbent Status
