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
93 Plan to Renew
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
- Security Protects
- 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 Service Knowledge Management
Customer Self Service Capabilities
Multi Channel Support
Agent Collaboration
Contact Center Integration
Agent Scripting
Analytics and Reporting
Intelligent Search
Customer Service Workflow Management
Mobile Customer Care
Customer Community Management
Vendor Capability Ratings
Business Value Created
Ease of IT Administration
Ease of Data Integration
Usability and Intuitiveness
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
Ariel C.
- Role: Operations
- Industry: Technology
- Involvement: Business Leader or Manager
Submitted May 2023
Excellent product, Poor training options.
Likeliness to Recommend
What differentiates Zendesk for Service from other similar products?
In my experience with Help Scout and Vantive, Zendesk is much more polished. It has more integrations and the interface is simple, nice to see, and friendly. The admin tools it offers are second to none and the chance to add you own knowledge base within the tool is super helpful both for agents and for our customers. Also, I love the reporting tool, Explore, which is super complete and easy to use.
What is your favorite aspect of this product?
It's an all-in-one solution that really does the trick.
What do you dislike most about this product?
I am more oriented to real-time learning, and they only have self-learning material. Personalized onboarding is non-existent, and I spend way more time learning that I have time for. Being a pricey tool, I would have expected at least one onboarding session.
What recommendations would you give to someone considering this product?
Try to get a prepaid training before purchasing the suite. Apart from that, the tool is very powerful.
Pros
- Reliable
- Performance Enhancing
- Enables Productivity
- Helps Innovate
Cons
- Less Effective Service
- Charges for Enhancements
- Wastes Time
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
