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”
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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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Reviewer Insights for: Zendesk for customer service
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.
It is very convenient and has an easy to understand UI. Efficient filtering capabilities. Also, very customizable features and values. Easy to set the priority of requests, select and escalate the tickets to the required teams and assign the tickets to the stakeholders. Also, it's easy to set up ticket comments for internal vs. external (client facing)
1) Near seamless workflow from triage team to engineers. 2) Easy escalation to other teams/departments. 3) Customizable views to monitor teams.
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.
I can't recall many issues but the only one on top of my head was that occasionally when multiple tickets were open, the ticket # was not easily visible on the screen (though it is available at the end of the page url). It would be nice to have the id frozen on top of the screen when scrolling down.
Not much to dislike. The ability to access it via the web makes the service that much more palatable.
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Zendesk for customer service Reviews and Ratings
- 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. - Sr Ai Analyst50M-1B USDHealthcare and BiotechReview Source
Solid Customer requests handling software
Very easy to use, not much technical skill needed to customize the fields, filters and available values. Easy to integrate with other software and proper sync. - IT ASSOCIATEGov't/PS/EdEducationReview Source
Intuitive Platform Interface Enhances Workflow and Team Collaboration Efficiency
The platform is easy to use. The search feature for within a ticket/case as well as within the Database is excellent. I also really like seeing who was also viewing a ticket that I was reviewing. - PRODUCT MANAGER50M-1B USDRetailReview Source
Zendesk Platform Streamlines Inquiry Response and Automated Escalation Processes
Zendesk and its platform has allowed our teams to not only answer inquiries quickly, but also escalate to the proper channels for the best and quickest solutions. - Academic Support Center Specialist<50M USDServices (non-Government)Review Source
Zendesk Centralizes Multiple Support Channels But Mobile App Performance Lags Behind
Zendesk allows me to communicate through multiple channels such as chat, email and through phones. The report gives a complete view of the team's performance.