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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.

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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.

82 Likeliness to Recommend

92 Plan to Renew

1
Since last award

78 Satisfaction of Cost Relative to Value


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Emotional Footprint Overview

+79 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
15% Neutral
82% 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

Customer Service Workflow Management

78

Agent Scripting

78

Intelligent Search

78

Agent Collaboration

78

Multi Channel Support

77

Analytics and Reporting

77

Customer Community Management

76

Mobile Customer Care

75

Vendor Capability Ratings

Average 76

Quality of Features

79

Ease of Implementation

79

Business Value Created

78

Ease of IT Administration

78

Ease of Data Integration

78

Usability and Intuitiveness

76

Breadth of Features

76

Product Strategy and Rate of Improvement

75

Vendor Support

74

Ease of Customization

73

Availability and Quality of Training

73

Zendesk for Service Reviews

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

Kiran K.

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

Submitted Jan 2021

Great product. Does what it was purchased for

Likeliness to Recommend

8 /10

What differentiates Zendesk for Service from other similar products?

Its best for simple, low cost customer support implementation.

What is your favorite aspect of this product?

Its cost effective deployment and maintenance for freemium customers.

What do you dislike most about this product?

Integration

What recommendations would you give to someone considering this product?

Its cost effective deployment and maintenance for freemium customers.

Pros

  • Generous Negotitation
  • Friendly Negotiation
  • Performance Enhancing
  • Trustworthy

Andrea L M.

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

Submitted Nov 2020

The best option to consider for online support.

Likeliness to Recommend

9 /10

What differentiates Zendesk for Service from other similar products?

Zendesk Support differs from other platforms by offering a much easier to use service. There are other platforms that offer customer service, however, they have a complex process where various configurations must be made to have an active chat or to maintain consistent notifications for the tickets received. I consider that Zendesk Support is very easy to use, attending and closing all kinds of tickets is something that is done in a matter of seconds and speeds up the work a lot, in addition, its online and real-time support system works perfectly, very stable.

What is your favorite aspect of this product?

Zendesk Support offers the ability to embed a chat on a specific company website. I think this chat works too efficiently. Currently we serve clients through this medium and it is fantastic to be able to say that this chat is totally stable and interactive, it allows us to communicate with clients in different ways, send and receive all kinds of images that help solve the client's problems and also allows create a ticket quickly to be served by another sector of the company. This chat is too complete and helps light communication with the client.

What do you dislike most about this product?

The only factor or functionality that I don't like about this platform is its App for mobile phones. This App offers a service in which the user can offer real-time support and quick attention to the tickets received, however, the reality is different, the App works very slowly when it comes to receiving the tickets , because it takes time to reflect the tickets that have been received recently. I would like this App to have a much faster reception of information to speed up the service process.

What recommendations would you give to someone considering this product?

I would definitely recommend this platform because its version for computers will offer an immediate attention service for each client. Zendesk Support has a chat system which helps customers solve all their questions in a matter of minutes. The Zendesk Support system allows the rapid dispatch of all types of tickets to other colleagues in the company, in order to offer better customer service. Zendesk Support is definitely the best option to consider.

Pros

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