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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82 Likeliness to Recommend
92 Plan to Renew
1
Since last award
78 Satisfaction of Cost Relative to Value
Emotional Footprint Overview
+79 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
- Acts with Integrity
- Performance Enhancing
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 Self Service Capabilities
Customer Service Knowledge Management
Contact Center Integration
Customer Service Workflow Management
Agent Scripting
Intelligent Search
Agent Collaboration
Multi Channel Support
Analytics and Reporting
Customer Community Management
Mobile Customer Care
Vendor Capability Ratings
Quality of Features
Ease of Implementation
Business Value Created
Ease of IT Administration
Ease of Data Integration
Usability and Intuitiveness
Breadth of Features
Product Strategy and Rate of Improvement
Vendor Support
Ease of Customization
Availability and Quality of Training
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Zendesk for Service Reviews
Ram A.
- Role: Information Technology
- Industry: Insurance
- Involvement: Business Leader or Manager
Submitted Apr 2023
Great Customer Service tool but a bit pricey
Likeliness to Recommend
What differentiates Zendesk for 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
Timmyleh P.
- Role: Operations
- Industry: Technology
- Involvement: End User of Application
Submitted Apr 2023
Best customer service solution ever.
Likeliness to Recommend
What differentiates Zendesk for Service from other similar products?
The interface is smooth and clean, and building scripts and workflows is easy. It is a great customer service solution that businesses can rely on.
What is your favorite aspect of this product?
The interface itself. I love how the ticketing feature and scripts make it easy for users to provide solutions to its customers.
What do you dislike most about this product?
None that I can think of at this time.
What recommendations would you give to someone considering this product?
Zendesk is the best customer service solution that should be present in your business.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Sam O.
- Role: Information Technology
- Industry: Insurance
- Involvement: IT Development, Integration, and Administration
Submitted Apr 2023
Easy to configure
Likeliness to Recommend
What differentiates Zendesk for Service from other similar products?
Can convert email trails to tickets. This is particularly useful for keeping visibility when team members are on RDOs. Can integrate into other systems easily and has great APIs to build custom solutions.
What is your favorite aspect of this product?
Very easy to configure and get up and running. Agents love it and welcomed it on board very quicly. Very intuitive and feature rich. Great to integrate into into other systems as well as custom built APIs.
What do you dislike most about this product?
The reporting leaves a lot to be desired. It is costly to upgrade to a plan wth better reporting functionality.
What recommendations would you give to someone considering this product?
Implement it to replace shared mailboxes. It is well worth it. It is the modern approach to mailbox management.
Pros
- Trustworthy
- Efficient Service
- Effective Service
- Caring
Cons
- Less Generous