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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
“A powerful, scalable support engine with industry-leading features.”
“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
The ecosystem and integration capabilities are excellent. Being able to connect our CRM, internal databases, and various communications channels into one 'single pane of glass' has significantly improved our team's efficiency and response times.
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.
Zendesk for Service is great, I can see all customer messages in one place no matter if they come from email or social media. It helps me stay organized and respond faster. I also like the tools that save time like automatic replies and ticket sorting. The reports are helpful too because they show how well I am doing and where I can improve.
The platform's reliablitly regarding uptime could be improved. We have experienced occasional outages that leaves our agents unable to respond to customers in real-time. Additionally, the pricing structure can become steep as you add more agents.
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.
It can be a bit hard to set up and learn at first also it takes time to understand how everything works and sometimes the system feels slow when handling a lot of tickets and I wish there were more simple ways to customize the layout without needing extra help.
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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. - 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. - DIRECTOR OF CENTRAL SERVICES50M-1B USDIT ServicesReview Source
Centralizes Customer Requests But Setup and Customization May Present Challenges
It helps me manage customer requests efficiently and keeps everything organized in one place. I like how it improves communication and makes it easier to solve issues quickly even though it took some time to get used to the system, once I learned it the workflow became much smoother. Its a reliable tool that supports good customer service and helps maintain strong relationships with customers. - ELECTRICAL ENGINEER1B-10B USDConstructionReview Source
Multichannel Customer Support Managed From Single Dashboard With Automation And AI Tools
Zendesk for service helps us deliver exceptional customer experiences and streamline our support operations. Integrates seamlessly with most of the platforms we use, and this ensures all customer data is in one place.Offers the flexibility and customization tools that are necessary to tailor the platform to our specific requirements.Provide multichannel support which allows our support team to manage all communication channels from one dashboard.Has a powerful ticketing functionality that manages customer requests nicely and in turn helps teams work together and set priorities. - Director Of Support Services<50M USDIT ServicesReview Source
Detailed Reporting and Centralized Ticket Management Enhance Customer Service Oversight
Zendesk for customer service provides a great service which makes my made experience good also I can look over the reports it provides me which contains deep details regarding the team performance also I can create knowledge base which can reduce my work and customer can solve there normal issues.