The rating of Zendesk is 5 stars. The rating is based on ITQlick experts review
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.
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.
The two main competitors for Zendesk are Freshdesk and Zoho Support.
ZohoSupport provides a cloud based customer support solution that can handle multiple channels that
include email, phone, chat and even social media. The product is workflow based and manages tickets as
well as service escalations with dashboards to monitor support metrics against KPIs. Additionally the
product is easily customizable and offers integration to Zoho CRM for customer management.
ZohoSupport also provides a free trial and includes a limited features free edition for customers as well.
In comparison the Zendesk customer support solution also includes a knowledge base for agents to refer
to for common problems, as well as community forums for customers and agents to interact to improve
customer support. It also provides data analytics with access to industry benchmarks to track support
performance. Additionally it has a free product trial with the product scalable to any size of customer
support requirement.
Freshdesk on the other hand includes support for service level agreements (SLAs) which define levels of
support to be provided to customers. Additionally there is the suggested solutions feature which
recommends actions for given customer requests, and a canned responses feature that allows standard
responses for known service requests to be sent out to save the time of agents. Freshdesk also provides
a gamification feature to encourage agents to compete for best service provider recognition which also
aims to improve response time as well.
While Zendesk does not currently support these features, it does provide an extensive library of apps
which can be used to enhance its customer support solution.
The starter plan is $1 per agent a month. The Enterprise Plan is $125 per agent/month.
25 questions to ask the vendor on Zendesk demo
| Company: | Zendesk |
|---|---|
| Address: | Zendesk Inc, 989 Market St, San Francisco, CA |
| Website: | Zendesk |
| Customers: | Start up, 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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