Zendesk

Zendesk

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9.5/10 (Expert Score)
Product is rated as #1 in category Customer Support Software
Zendesk is a customer service solution software offering support to more than 200,000 in wide range of sectors across the world.
Ease of Use
9.1
Features
9.2
Value for Money
9.5
Customer Support
9.3
PROS:
  • Easy to setup.
  • Chatbot.
  • User friendly interface.
  • Community forums to solve queries.
  • Knowledge base.
  • Live analytics.
  • API.
  • Realtime updates.
  • create chat protocols.
  • Supports mutliple locations and languages.
  • Automatic ticket creation and SLA management.
CONS:
  • Issues with support. Takes longtime to solve queries.
  • Website performance deteriorates with Zendesk chat.

About Zendesk


Zendesk is a customer service solution software offering support to more than 200,000 in wide range of sectors across the world. It is a powerful and flexible customer support solution that caters to the needs of any business. With Zendesk, businesses can enhance their customer support and attain customer satisfaction, which helps to build a strong relationship, thereby contributing to the progress of the business.

It provides the ability to provide service to multiple customers at a time by routing various requests to individual agents. Businesses uses multiple channels to support their customers with the motto to solve their queries as soon as possible and Zendesk is most sophisticated solution to integrate with multiple channels.

Zendesk seamlessly integrates with many business software and SLA management to make the customer requests solved quickly and increase accountability of the team towards the queries. Besides working on chat based application, Zendesk enables to switch between multiple other channels of communication like phone calls, email and social media messages.

Zendesk also helps to track the agents performance by reports and analytics that enables to strive for excellence in customer satisfaction. This helps businesses to continuously asses and track the performance and improve. Zendesk also segregates the customers based on the products and queries and routes them to concerned teams. It integrates with ticketing software and CRM to increase the accountability towards the requests and maintain SLA.

Many businesses use Zendesk to track customer behavior and find out who are potential buyers and helps to have better interaction to convert them into sales. Zendesk has powerful reporting and analytics to generate insights on customer satisfaction and agent performance to serve effectively. Their flexible pricing plans attract startup businesses too to leverage the customized and premium functionalities for boosting customer loyalty.


English, Arabic, Chinese (Simplified), Chinese (Traditional), Czech, Danish, Dutch, Finnish, French, German, Hebrew, Hungarian, Indonesian, Irish, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Turkish, Ukrainian, Taiwanese, Thai.
Desktops, Android and iOS devices .
India, Australia, Brazil, Canada, China, Germany, Japan, Mexico, United Kingdom, United States.
Large, Medium and Small Business.

Pricing

Starting from: $5/month

Pricing model: Subscription

Free Trial: Available (No Credit Card required)

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Features

  • Answer Bot
  • Audit logs
  • Branded customer-facing web interface
  • Community forums
  • Custom business rules (triggers & automations)
  • Custom roles & permissions
  • Email compliance archive
  • Export ticket views to CSV
  • Flexible ticket management with automated workflow
  • Full CSS rebranding
  • Group rules and macros
  • Knowledge base
  • Multi locale (timezone and languages)
  • Multi-brand support with linked accounts
  • Multi-channel support: email, web, phone, chat, social media
  • Multiple ticket forms
  • Open API
  • Over 100 out-of-the-box integrations with 3rd party apps
  • Overview dashboard
  • Public and private forums
  • REST API
  • Real time updates
  • Robust reporting & advanced analytics
  • SLA management
  • SSO with Twitter, Facebook, Google and SAML
  • Salesforce & SugarCRM integrations
  • Screencasting
  • Self service help center
  • Support performance dashboards
  • Web widget

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Pros and cons


PROS:
  • Easy to setup.
  • Chatbot.
  • User friendly interface.
  • Community forums to solve queries.
  • Knowledge base.
  • Live analytics.
  • API.
  • Realtime updates.
  • create chat protocols.
  • Supports mutliple locations and languages.
  • Automatic ticket creation and SLA management.

CONS:
  • Issues with support. Takes longtime to solve queries.
  • Website performance deteriorates with Zendesk chat.


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Benefits

  • Easy and quick deployment.
  • Increase the efficiency of customer support with multiple communication channels.
  • Seamless integration with CRM and other existing business systems.
  • No learning required to get acquainted.
  • Secure, reliable and scalable.
  • Analytics and Reporting.
  • Flexible payment plans month-to-month.

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FAQ

What are the main features of App?

  • Ability to customize the appearance.
  • Chat client for customer use.
  • Chat agent console / use of instant messengers (IM)
  • Proactive chats & Triggers
  • Offline mode
  • Shortcuts / canned messages
  • Create chat protocols
  • Tracking & live analytics
  • Internationalization   

What type of pricing plans does App offer?

Starting from: $5.00/month Pricing model: Subscription Free Trial: Available (No Credit Card required)

What languages does App support?

English

Does App offer an API?

Yes, Zendesk have API .

Specification: Zendesk

Best For

Large Business, Medium Business, Small Business

Free Trial

Available

Pricing Plans

14 Day Free Trial, Yearly pricing starts at $7.49 per month, Monthly pricing starts at $9.99 per month.

Device Supported

IOS, Mac OS, Windows

Deployment Type

Cloud Hosted, On Premise, Open API, SaaS

Campaign Management

Campaign Analysis, Campaign Management, Campaign Scheduling, Campaign Segmentation

Email Marketing Features

Automate Email Scheduling, Email Invitations & Reminders, Email List Building, Email Templates, Email Tracking

Mobile Platforms

Android, iOS

Reporting and Analytics

Real Time Analytics, Web Analytics

Subscription Management

Yes

Customer Support

Email, Live Support, Phone, Tickets

Activity Tracking

No

Activity Management

No

Content Management

No

Customer Segmentation

No

Starting Price

$29/month

Videos: Zendesk

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