Zendesk Review

Shlomi Lavi / updated: Nov 17, 2019

What is Zendesk?

Zendesk is a SaaS and a cloud-based customer service software that help the user to manage customers. The solution enables the user to build more meaningful productive as well as personal relationships with customers. Zendesk is used across a wide range of vertical markets worldwide.

Zendesk was founded in 2007, and it is based in San Francisco, California, USA. Zendesk core features include customer engagement, help-desk, and customer communication management and more. The customer service solution enables the user to create alerts, access real-time chat and track interactions.

Customer engagement feature helps the user in analytics, communication management and live chats among others. It also features embedded support, help centre and inbound and outbound calling among others.

Average Rating -

The rating of Zendesk is 4.3 stars out of 5. The rating is based on ITQlick expert review.

Typical Customers

Zendesk is the tool for any company, big or small, that has to deal with a certain number of customers on daily basis and needs an evolving platform to facilitate this process. The software can be used in retail services, media services, government agencies, software companies, finance and even education.

Non-profit organizations and public administration offices should also find the tool to be very useful. Among popular users of Zendesk you will find companies like Sony Music, Disney, Vodafone, Groupon, Rovio and Xerox.

Features

The reason why you may want to use Zendesk is because you may be looking for a faster and better way to interact with your customers. You may also want your company to be able to interact with your customers using any communication channel, be it through social media, chat or email.

With the reporting and analytic tools included, you should also find it easy to improve team productivity and morale. Zendesk does not requires your team to go through a heavy training, it can be adopted easily. It is the tool that might help you improve your company\'s image.

Zendesk 10 Pros

• Interaction with customers through various channels (email, phone, social media)
• Native apps available for all types of smartphones, including Android and iOS devices
• The interface of the online software can easily be branded
• Many third party apps are already integrated (Google Apps, Open API, Salesforce)
• Zendesk Starter is cheap to buy and use
• Less complicated to use
• Zendesk Starter is a clean tool without junk information
• The customer support solution offers agent interface in 19 different languages unlike other similar tools
• The customer support system offers Javascript API and supports email and REST integration
• Zendesk offers automated workflow.

Zendesk 2 Cons

• Zendesk fails to suggest answers from the knowledge-base to customers submitting tickets that may already have been answered
• Online software interface is based on flash which doesn't work well with mobile

Competitors & Alternatives

The two main competitors of Zendesk include Freshdesk and Liveagent. Zendesk and Freshdesk are both Software as a Service (SaaS) customer service support software that offers everything a business needs to deliver exceptional support. Zendesk vendor Zendesk which is a company that was founded in 2007 and whose headquarters are in the United States but Freshdesk vendor is Freshworks which was established in 2010 also in the United States.

Zendesk offers technical support online, during the business hours and via a 24/7 live rep and on the other hand, Freshdesk offers support online and via a 24/7 live rep. Freshdesk provides training via documentation, webinars and lives online but Zendesk training is via documentation, webinars and in-person.

Both Zendesk and Liveagent are cloud-based customer service management solution. Zendesk vendor is Zendesk whereas Liveagent vendor is Liveagent which was founded in Slovakia in 2004.

Zendesk offers support online, during the business hours and via a 24/7 live rep but Liveagent offers support online and via a 24/7 live rep. Zendesk offers training via documentation, webinars and in-person and in contrary Liveagent offers training via documentation, webinars, live online and in-person.

Zendesk Pricing Information

The pricing structure of Zendesk software is divided as follows:

1. Essential - $9/agent per month or $5/agent per month (billed annually).

2. Team - $25/agent per month or $19/agent per month (billed annually).

3. Professional - $59/agent per month or $49/agent per month (billed annually)

4. Enterprise - $125/agent per month or $99/agent per month (billed annually)

5.Elite - $199/agent per month (billed annually)

Questions to ask the vendor during a demo

Schedule a demo and access 25 must ask questions for the vendor while watching Zendesk in action

Is it the right software for you?

Zendesk is ideal for businesses of all sizes from dorm room startups to Fortune 500 companies. It caters to a wide variety of industries including retail, financial services and media. The target countries include the United States of America, United Kingdom, Australia, Canada, Netherlands, Germany, Brazil, France, Denmark, and Sweden.

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Zendesk Categories

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Specifications

Company:	Zendesk
Address:	Zendesk Inc, 989 Market St, San Francisco, CA
Website:	https://www.zendesk.com/
Customers:	Small business, Medium business, Large business
Business Area:	Cross Business Areas, Customer service
Platforms:	Desktop, Mobile, Cloud
Operating Systems:	Mac OS, Windows, Linux

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Zendesk Features