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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

Eileen J.

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

Submitted Feb 2021

The most comprehensive support tool out there

Likeliness to Recommend

9 /10

What differentiates Zendesk for Service from other similar products?

Zendesk is an outstanding customer service tool, which works as an effective customer-directed support ticket solution, allowing users to submit tickets for service requests. A large number of communication channels can be seamlessly integrated in one place, it supports integrating self-help tools into your customer service platform. With Zendesk, the company has managed to reduce the hard work of customer service, making it much simpler, easier and more proactive.

What is your favorite aspect of this product?

It has an excellent tabbed interface to view multiple tickets at the same time, with a fairly intuitive design and works well in almost any browser. By integrating self-help tools into your customer service platform, these Zendesk self-help solutions reduce resolution time, increase user efficiency, and improve the customer experience. In addition, that you can have all our website, social networks and email communication in one place.

What do you dislike most about this product?

Pricing plans for Zendesk are expensive, and their analytics tool can be a bit fiddly to use.

What recommendations would you give to someone considering this product?

The company's relationships with customers are essential for productivity. With Zendesk Communication with customers is much more efficient. I recommend it.

Pros

  • Reliable
  • Trustworthy
  • Caring
  • Saves Time

Jessie Sofia F.

  • Role: Human Resources
  • Industry: Technology
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Feb 2021

Expensive but very efficient

Likeliness to Recommend

8 /10

What differentiates Zendesk for Service from other similar products?

Zendesk is used in the company to reduce the difficult work of customer service, allowing the service to be easier, without so many complications, and employees can be easily integrated. The customer-directed ticketing function allows us to obtain service requests from users as they decide. In addition, all the communication channels of the company are now ready to be used to communicate with customers and in this way we reach many more places.

What is your favorite aspect of this product?

The program has a simple and efficient interface, which has tabs to keep several entries open in the same work session. Its integration is fantastic, the truth has worked in the same way in all the browsers that we use in the company, always maintaining its high standards of efficiency and performance. Furthermore, it not only allows it to be seamlessly integrated with almost any browser, but it does the same with existing communication platforms, widening the range of clients with which to communicate. The ability to provide customers with real-time support is definitely the best thing about Zendesk.

What do you dislike most about this product?

The main detail of Zendesk we found without even starting to use it, and its prices are expensive as well as having little flexibility in terms of its payment packages, and this means that many organizations do not use it. If you are looking for software that offers the ability to change the code provided by the support, this is not the one. Although in general terms its use is not complicated, the analysis function tends to be cumbersome and its use tends to be quite complicated.

What recommendations would you give to someone considering this product?

It is not a new discovery that companies need to maintain good customer relationships where efficient, eloquent, and proactive communication governs, and that these relationships are the foundation of business productivity. With Zendesk, your organization can get solutions to problems in a much shorter amount of time than they would without the help of software. Zendesk offers the benefit of having an entire support team to increase the efficiency of your responses and improve the customer experience on a single website.

Pros

  • Unique Features
  • Efficient Service
  • Inspires Innovation
  • Acts with Integrity

ELLA L.

  • Role: Information Technology
  • Industry: Technology
  • Involvement: IT Leader or Manager
Validated Review
Verified Reviewer

Submitted Feb 2021

Absolutely Amazing Platform, We Love It

Likeliness to Recommend

9 /10

What differentiates Zendesk for Service from other similar products?

Zendesk Support allows for integrations. Zendesk Support is userfriendly and so very easy to navigate through.

What is your favorite aspect of this product?

Real time chat to enable quick responsiveness. The attachments are a variety so this enables our clients adequately and effectively state their issues. Zendesk allows internal talks on the platform to discuss client issues that are complex before releasing the answer to the clients. Intergrations with other platforms like CRMs enable our productivity to be high. The multiple channels through which communications take place like chats , calls , texts and emails are all on a single place so its easy to manage them. The tools for analysis gauge the performances of the agents, satisfaction of clients and others.

What do you dislike most about this product?

Zendesk is expensive. The status functionality is only limited to the options that are given by the platform , one cannot customize their own status.

What recommendations would you give to someone considering this product?

I highly recommend Zendesk to offer great customer management and make their interactions satisfactory , fast and helpful.

Pros

  • Continually Improving Product
  • Reliable
  • Performance Enhancing
  • Enables Productivity