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.
83 Likeliness to Recommend
1
Since last award
92 Plan to Renew
79 Satisfaction of Cost Relative to Value
1
Since last award
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.
+80 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
Intelligent Search
Agent Scripting
Agent Collaboration
Analytics and Reporting
Customer Service Workflow Management
Multi Channel Support
Mobile Customer Care
Customer Community Management
Vendor Capability Ratings
Ease of Implementation
Quality of Features
Ease of Data Integration
Business Value Created
Ease of IT Administration
Usability and Intuitiveness
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
Micah P.
- Role: Sales Marketing
- Industry: Technology
- Involvement: End User of Application
Submitted Oct 2023
Get the team together and fix whatever is broken
Likeliness to Recommend
What differentiates Zendesk for Service from other similar products?
The ability to pull many groups together on one issue to get it resolved. So powerful when all of us are in the fight together.
What is your favorite aspect of this product?
A quick email can create an issue. All parties copied on the email become owners of the issue.
What do you dislike most about this product?
The same benefit is sometimes a downfall. Having too many people involved can slow response because ownership isn't defined.
What recommendations would you give to someone considering this product?
If you want a robust well laid out support system sign up. Add the teams and build the appropriate response hierarchy and you will be happy!
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Jessica B.
- Role: Vendor Management
- Industry: Manufacturing
- Involvement: End User of Application
Submitted Aug 2023
Easy to use
Likeliness to Recommend
What differentiates Zendesk for Service from other similar products?
They definitely have a name recognition- they are a top provider in this particularly area of software as a service
What is your favorite aspect of this product?
How easily it merges and integrates with other software programs. I also feel like it is easy to use and requires little training.
What do you dislike most about this product?
I do think the cost is a little high for as large as they are.
What recommendations would you give to someone considering this product?
Meet with their sales team, watching any tutorials, take some trainings. You will likely find that it is a software you will use regularly.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Neira H.
- Role: Industry Specific Role
- Industry: Other
- Involvement: End User of Application
Submitted Jul 2023
Great tool for customer-service related businesses
Likeliness to Recommend
What differentiates Zendesk for Service from other similar products?
The interface is sleek and uncluttered, and creating scripts and workflows is a straightforward process. It serves as an excellent customer service solution that businesses can depend on.
What is your favorite aspect of this product?
Extremely simple to set up and start using. Agents quickly embraced and adapted to it. Highly user-friendly and packed with useful features. Additionally, it seamlessly integrates with other systems and custom-built APIs, making it a valuable addition to any setup.
What do you dislike most about this product?
While the automation process could be made somewhat more straightforward, the advantages it offers far outweigh this minor concern.
What recommendations would you give to someone considering this product?
An excellent ticketing system suitable for a Tech Support team that is just beginning in the industry.
Pros
- Continually Improving Product
- Reliable
- Enables Productivity
- Altruistic
