Overview
Product Information on Zendesk for customer service
What is Zendesk for customer service?
Zendesk for customer service Pricing
Overall experience with Zendesk for customer service
“Centralized Interface and AI Features Enhance Zendesk’s Support Workflow Management”
“Automation and Omnichannel Routing Streamline Zendesk, Pricing Flexibility Remains Limited”
About Company
Company Description
Zendesk was founded in 2007 with the aim of revolutionizing customer experience by allowing businesses to shift their customer service to the online world. Zendesk facilities billions of conversations, linking an extensive range of brands with millions of customers via various platforms such as telephony, chat, email, messaging, social channels, communities, review sites, and help centers. Developed in Copenhagen, Denmark, and grown in California, the company now employs a considerable workforce worldwide.
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Zendesk for customer service Likes & Dislikes
Truly integrated systems - This tool allows us to integrate with licensed firmware and systems within the organization to deliver a seamless experience. AI powered systems help in maintaining the traceability of customer requests for better handling of queries on a personalized level. Training on the go helps teams to understand the workflows and triggers on the new system to get hands on experience and get going with the tool.
1. Powerful automation: we use triggers and macros as business rules that allow us to automate repetitive tasks and routing, allowing us to have a 35% automation rate in interactions. 2. Omnichannel routing: although the implementation was not simple and required plenty of troubleshooting, this feature helps us center all queries into single queues with specialized support agents - which takes away the need for team leaders to reallocate their headcount and focus on more strategic work, and also provides a better experience for the user who will be quickly assigned to the best suited agent to handle the case.
I love this product because of the Agent Workspace, especially because in many systems you have to click between different tabs for email, chat, social and in Zendesk a ticket is just one conversation. I also have to mention the side conversations, that allows the agents to start a separate private email or slack thread inside the ticket with someone else.
Zendesk Support Suite can be a little expensive at higher tiers of integrations and customization of the product into the organization. Steep learning curve on the usability of the product makes it difficult for smaller teams to utilize the tool from the word go. Interoperability between the various modules of the product can be cranky when it comes to integrations.
Lack of transparency and flexibility on pricing: we are not able to decrease the number of licenses at any moment during our 2 year contract, which goes against our constant effort to make the platform efficient and scalable. There was also a lack of transparency on storage pricing, which has led to big efforts on our side to mitigate the extra costs.
I guess the pricing is deceptively expensive for small companies. Even though the base price per agent looks reasonable, almost every new feature you want is an add-on. As well as the Zendesk's own customer support, because it's really hard to get a human being on the phone.
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Zendesk for customer service Reviews and Ratings
- Operations Associate<50M USDMiscellaneousReview Source
Automation and Omnichannel Routing Streamline Zendesk, Pricing Flexibility Remains Limited
Zendesk functions as a robust platform that effectively centralizes our high volume of tickets. It potentially provides the scalability for a high-growth environment like ours (I say potentially because it is directly correlated to the level of integration to our backoffice data, which currently is limited), though it requires a significant operational commitment to maintain, and also to implement and sustain AI improvements. It is not so much of a "plug and play" tool and more of an ecosystem that thrives only with dedicated administration and clear internal processes. - Manager, Project Management1B-10B USDIT ServicesReview Source
Centralized Interface and AI Features Enhance Zendesk’s Support Workflow Management
Zendesk provides a unified support experience across email, chat, social media, phone and messaging apps allowing agents to manage all queries from a single interface which simplifies workflow and improves efficiency. Along with a powerful ticketing system that centralizes customer requests, supports customizable fields and tracks history for personalized support. This way, the overall experience becomes smooth for handling customer requests, escalations and other queries with AI-powered ticketing routing and workflow triggers. - Senior Language Advisor50M-1B USDSoftwareReview Source
Unified Workspace Enhances Efficiency While Zendesk’s Cost Structure Limits Accessibility
Zendesk remains the gold find for scalability and centralization, especially with the CAL integration now. It's a powerhouse that brings order to chaos by unifying email, chat, and social media into one view. Also it allows integrations with Salesforce, Shopify, Slack, Jira among others. - Engineer1B-10B USDServices (non-Government)Review Source
A powerful, scalable support engine with industry-leading features.
Zendesk has been instrumental in scaling our support operations. It's a robust, highly customizable platform that handles our ticket volume with ease. While the interface is intuitive and the features are top-tier, our experience has been slightly dampened by occasional system outages that disrupt our workflow. Despite this, it remains the best tool we've found for centralizing customer communications. - Operations Manager<50M USDMediaReview Source
Zendesk Simplifies Help Centre Deployment With Streamlined Setup And User Accessibility
Clean, reliable and easy to deploy, Zendesk makes it super simple to add a help centre to your business without lots of back end configuration. It's very friendly out of the box and you can tell it's very customer focused.