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Zendesk

Zendesk for Service

Composite Score
8.2 /10
CX Score
8.4 /10
Category
Zendesk for Service
8.2 /10

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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Awards & Recognition

Zendesk for Service won the following awards in the Customer Service - Enterprise category

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Zendesk for Service Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on Zendesk for Service.

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

93 Plan to Renew

78 Satisfaction of Cost Relative to Value


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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?

3% Negative
14% Neutral
83% Positive

Pros

  • Reliable
  • Respectful
  • Acts with Integrity
  • Performance Enhancing

Feature Ratings

Average 78

Customer Self Service Capabilities

80

Customer Service Knowledge Management

79

Contact Center Integration

79

Agent Scripting

79

Agent Collaboration

78

Intelligent Search

78

Customer Service Workflow Management

78

Multi Channel Support

77

Analytics and Reporting

77

Customer Community Management

76

Mobile Customer Care

75

Vendor Capability Ratings

Average 76

Ease of Implementation

79

Quality of Features

79

Business Value Created

78

Ease of Data Integration

78

Ease of IT Administration

77

Usability and Intuitiveness

77

Breadth of Features

75

Product Strategy and Rate of Improvement

75

Vendor Support

74

Ease of Customization

73

Availability and Quality of Training

73

Zendesk for Service Reviews

Kate Eileen T.

  • Role: Sales Marketing
  • Industry: Electronics
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Apr 2021

Effective customer service

Likeliness to Recommend

9 /10

What differentiates Zendesk for Service from other similar products?

Zendesk is the solution that offers the best features for optimal and personalized customer service. Allowing to improve communication between the company and its clients. It provides multiple benefits for the company, such as increasing productivity and satisfaction rates. Zendesk's customer support can be highlighted via email, phone line, social media, and real-time chat using an app.

What is your favorite aspect of this product?

The design is quite intuitive and works well in almost any browser. It has an excellent interface with tabs to see several tickets at the same time. It has a built-in efficient phone support for communication with customers. Zendesk offers the advantage of keeping a record on the ticket of all interactions that occur with the customer. It allows to maintain a fluid communication with clients with messaging, live chat and email. Also, it offers the advantage that it can be integrated with numerous applications.

What do you dislike most about this product?

Newer users are often confused when browsing different support tickets and their analysis tool can be a bit fiddly to use.

What recommendations would you give to someone considering this product?

With Zendesk you can provide a more seamless support experience for the user. Being able to interact with customers and stay in communication with them throughout the support ticket process are characteristics that Zendesk effectively brings to the organization.

Pros

  • Helps Innovate
  • Reliable
  • Performance Enhancing
  • Enables Productivity

Katie T.

  • Role: Sales Marketing
  • Industry: Manufacturing
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Apr 2021

Quality customer service

Likeliness to Recommend

8 /10

What differentiates Zendesk for Service from other similar products?

Zendesk is an all-in-one customer support platform that has great features for managing customer communication. It allows you to manage customer requests in a timely and efficient manner. It facilitates valuable integrations that have allowed us to improve the productivity of the company, optimize work and share communication with customers in different channels. The plugins make it a versatile and efficient platform. With the implementation of this solution, effective communication with all customers can be achieved.

What is your favorite aspect of this product?

Zendesk allows you to define which fields must be completed on each ticket, if they are required, and customize what type of data must be entered. This ensures that the correct data is captured to help solve the query. It integrates with billing and other platforms so that customer data is available in the app. This information helps the support team to give the correct information to the customer. Supports running reports based on ticket data. This helps you understand what product features need to be improved or added.

What do you dislike most about this product?

Prices can be expensive depending for some companies. The initial setup is a bit tricky for new users.

What recommendations would you give to someone considering this product?

Zendesk is a very effective support tool that I recommend to handle support tickets for small and medium organizations. It is very highly efficient and versatile.

Pros

  • Reliable
  • Trustworthy
  • Caring
  • Respectful

Angelina Grisel S.

  • Role: Sales Marketing
  • Industry: Machinery
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Mar 2021

Good performance at a great cost.

Likeliness to Recommend

9 /10

What differentiates Zendesk for Service from other similar products?

It allows you to easily accelerate customer service up to minimum time standards, which greatly reduces the quagmire of transactions to be done that we usually face on a daily basis. It is a well-functioning product that has steadily established itself and performs well in our organization. It has made it possible to expand the communication channels of the company to reach a much larger number of clients and places.

What is your favorite aspect of this product?

It has an integration of another level, in a way it has worked in the same way in all the browsers that we use in the company, always maintaining its high standards in terms of efficiency and performance. On the other hand, it has not only allowed us to integrate seamlessly with almost any browser, but it also does the same with existing communication platforms, gaining breadth of clients in a short time. Without a doubt, the ability to provide customers with real-time support is the best thing about Zendesk.

What do you dislike most about this product?

Zendesk is a product that generally has a little complicated use, however, the analysis function tends to be cumbersome and its use tends to be quite complicated. Therefore, within the organization, software may be needed that offers the possibility of changing the code that provides the support, and this product is not the one indicated. Its prices are somewhat expensive in addition to having little flexibility in terms of its payment packages, and this means that many organizations do not resort to it.

What recommendations would you give to someone considering this product?

In my opinion, there are many aspects with which this product would help maintain a good functioning in your organization, with Zendesk your organization can obtain the solutions to the problems raised in a much shorter period of time compared to being done without the help software and this in turn generates an increase in the overall performance of the company.

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Performance Enhancing