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
Alicia P.
- Role: Operations
- Industry: Biotechnology
- Involvement: Business Leader or Manager
Submitted Mar 2024
Wonderful product, large learning curve
Likeliness to Recommend
What differentiates Zendesk for Service from other similar products?
Zendesk for Service distinguishes itself from other customer service and support platforms through its emphasis on simplicity and scalability. At its core, Zendesk offers an intuitive user interface that simplifies complex processes, making it accessible for businesses of all sizes. It also allows businesses to dip their toes into things like chatbots, AI, etc without doing away with other methods entirely.
What do you dislike most about this product?
One major drawback is the difficulty in sending bulk messages, a feature that could significantly streamline communications. Additionally, the wait times for customer support via chat can be lengthy, which can be frustrating when immediate assistance is needed. These areas, if improved, could greatly enhance the user experience.
What recommendations would you give to someone considering this product?
Zendesk is a great tool and you can use some of its features easily. However, if you really want to get the bang for your buck (and it can be a lot of bucks) it will take you some searching and practice. I have been using it for around 3 years and I'm still finding new features all the time + the ones they continue to come out with.
Pros
- Reliable
- Respectful
- Acts with Integrity
- Helps Innovate
Miguel N.
- Role: Information Technology
- Industry: Consulting
- Involvement: Business Leader or Manager
Submitted Mar 2024
Good Product, awful Customer Care experience
Likeliness to Recommend
What differentiates Zendesk for Service from other similar products?
Zendesk has great capabilities when has been correctly configured, but is too expensive for what it does.
What is your favorite aspect of this product?
None, all of the features are widely availiable in other software that does the same thing and cheaper.
What do you dislike most about this product?
Pricing and support.
What recommendations would you give to someone considering this product?
look somewhere else, maybe freshdesk, or zoho.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Cons
- Less Efficient Service
- Less Effective Service
- Less Caring
Brad T.
- Role: Sales Marketing
- Industry: Media
- Involvement: End User of Application
Submitted Mar 2024
I am really enjoying this support platform
Likeliness to Recommend
What differentiates Zendesk for Service from other similar products?
As a user, I find the support platform quite satisfactory and the activation mechanism seems fantastically adaptable and dynamic. The fact that form fields can now be searched is fantastic. For future improvements, the market is ideal. When it comes to standardizing user responses, macros are fantastic.
What is your favorite aspect of this product?
Both the Zendesk dashboard and support views have potential. It would be great if the online support portal could be improved to better accommodate internal requesters, who are occasionally agents, and restricted so that not just anyone could use it.
What do you dislike most about this product?
Most of our work involves helping customers with various requests, questions and technical difficulties. Agent productivity improves with easy-to-use views.
What recommendations would you give to someone considering this product?
For all of our support queries, we use the ticket dashboard. Sending an email to the support address automatically creates a new ticket in HubSpot and notifies the appropriate parties.
Pros
- Helps Innovate
- Reliable
- Effective Service
- Saves Time
