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Zendesk

Zendesk Review

By: Zendesk, Inc

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Detailed Review

Pros

Zendesk provides one of the most reliable customer support software for your business, with complete features available to build better communication with your customers.

Cons

Costly enterprise plans, No live chat included, Starter and regular plan with very limited features.

Overall

Zendesk is one of the most popular help desk software that has been used by thousands of big companies around the world. It offers reliable service with complete features designed to help your company build better relationships with your customers.

Founded in Copenhagen, Denmark, in 2007, Zendesk is a customer support software developed by Zendesk Inc., with the mission to help businesses create better relationships with their customers. In 2015, Zendesk has been operating around the world, serving more than 45,000 of their business customers. The main company headquarter is located in San Francisco, California, USA.

Integrate Multiple Platforms Into One

Zendesk offers ease of communication with your customers by the integration of various platforms, such as social media, email, chat, and phone support. This will allow you to have effective communication with your customers in any platform that they prefer. No matter what platform they choose to reach you, you will always be able to get in touch with them and respond to their messages in a timely manner.

Cut Time For Your Response

If you are dealing with a lot of support tickets at the same time, it would be better if you can manage all those tickets for faster and easier response. Zendesk provides the tools for you to cut your response time significantly, allowing you to keep your customers happy with your service. This software provides ways to automate your response, manage and sort your support tickets, as well as activate triggers for your response.

Build Your Own Help Center

With Zendesk, you will be able to build a help center for your customers and add necessary information into it on a regular basis. Your customers will be able to take a look at the help center anytime in order to get quick answers to their problems. In this way, your customers will be able to solve their problems 24/7, anytime and anywhere. They don’t need to submit a support ticket and wait for the answer if they can find their answer in the help center.

Customize Customer Support For Your Brand

With easy customization tools that are provided in Zendesk software, you will be able to brand your customer support page without any difficulty. In this way, you can keep your business look professional and reputable, while providing the best support for your customers. You can tweak the look and feel of your support page in just a few minutes and you’ll be able to see the changes immediately.

User Feedback

There is a system called Net Promoter Score which will allow your customers to take a survey in order to determine their level of satisfaction toward your business. With this system, you can ask your customers about what they think and ask them whether they will recommend your business to others. From the total score, you will know what your customers think about your business. This will allow you to improve your communication with them, so that you can make your customers even more satisfied with your service.

Complete Analytic Report

Zendesk will also provide you with a benchmark report that will help you to analyze your customer satisfaction as well as the performance of your support team. This benchmark will also allow you to provide a comparison between the performance of your business with other businesses within your industry or niche. This will give you a powerful insight regarding the quality of your customer support as well as your business in general.

Quick & Easy Integration

There are a lot of apps that will allow easy integration for Zendesk software, which means that you can always expand your reach and improve your customer support performance with it. By integrating your Zendesk account with third-party tools that you are using in your business, you can transform Zendesk into a powerful customer support platform for your business.

Conclusion

With a plethora of features available in Zendesk, you will be able to create meaningful communication with your customers, which will help to improve your customer satisfaction over time. This software comes with 5 different pricing options, suitable for businesses of all sizes. Whether you have a small support team or a big one, Zendesk will help you to provide the best support for your customers.

User Reviews (3)

Review By:

Jeremy | Submitted On: August 29, 2016, 2:29 pm

Pros:

Unlimited email addresses, intuitive customer portal, detailed analytics, self-service help center are among some of the top features they offer.

Cons:

Why no time tracking app and SLA for entry level plans?

Overall:

If you're looking for an ideal helpdesk software then you must look at Zendesk. They also offer Inbox which is more like a collaboration/networking tool within teams and common inbox. We are a small company using their product and very happy overall.

Rating:

Review By:

Joel Williams | Submitted On: August 29, 2016, 2:23 pm

Pros:

Their Essential plan is ideal for small businesses and startps looking for limited features. Integration with Zopim works very well.

Cons:

Hope they also offer customer portals and forums etc under Essential plan.

Overall:

Overall a very effective and ideal helpdesk software for any company looking to offer top-notch customer support to their users. Zendesk is truely leader in Help desk software market. We're using it to replace tradition emails and it works very well.

Rating:

Review By:

Robert | Submitted On: August 29, 2015, 2:43 pm

Pros:

I have been actively using Zendesk for about 2 years now, and I can honestly say, that it is the best support software on the market.

Cons:

Nothing really

Overall:

I have reviewed other products like Fresh Desk and SalesForce, but nothing seems to compare to Zendesk for several reasons. 1. It's so simple a caveman could use it. 2. Yet, so powerful that it handles pretty much all of my needs 3. TONS of apps to connect most of the other products I used to support our customers. 4. Their customer service is top notch. Whenever I have a problem I always get a very timely response. I really don't know what I would do if I had to use another product to support our customers. Past that, there are a few things I would like to see in Zendesk, that aren't there, but in all fairness, no one else has them either. Things like an ala carte feature system for really big things like grouping agents and additional app options, for products such as Dropbox and Google Drive (though that's Googles fault, and not Zendesk's). Over all, I would say that between Zendesk, and their competitors, Zendesk is head and shoulders above their competition. And no, I did not get paid to write this review.

Rating:

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