Zendesk Review

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Last updated: Mar 20, 2019

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Zendesk Review

ITQlick rating
(5/5)

Starting from $29 Per month/user

Zendesk is an SaaS Suite developed to be a platform for customer service support, help desk ticketing and issue tracking. Zendesk takes customer communication from anywhere. Your website, email, phone, Twitter,

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What is Zendesk? Updated: Mar 20, 2019

Zendesk is an SaaS Suite developed to be a platform for customer service support, help desk ticketing and issue tracking. It is the creation of a company of the same name founded in 2007.

The company Zendesk inc. was founded by Morten Primdahl, Alexander Aghassipour and Mikkel Svane. By 2008 it had received $500,000 in funding. In 2009 a second series of funding came in the amount of $6 million allowing the company to move to San Francisco and establishing its headquarters.

Today Zendesk has over 30,000 companies relying on its service to interact with customers

Zendesk Average Rating -

The rating of Zendesk is 5 stars. The rating is based on ITQlick experts review

Zendesk 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.

Zendesk 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 5 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 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

Zendesk Alternatives

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.

Zendesk Pricing Information

The starter plan is $1 per agent a month. The Enterprise Plan is $125 per agent/month.

Zendesk demo

25 questions to ask the vendor on Zendesk demo


Zendesk Categories

Hotel CRM
Chat
Marketing Automation
Data Management
Ticket Management
Small Business CRM
Self-Service Portal
Real Estate CRM
Pharmaceutical CRM
Online CRM
Insurance CRM
Help Desk

Specifications

Company:
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


Zendesk Features

Change Management
Customer Survey
Email Integration
Knowledge Base/FAQ
Multi-Site Support
Rules/Workflows
Scheduling
Self Service Portal
Service Level Agreements
Customer Database
Customer Self Service Portal
Customer Service
Customer Support Tracking
Knowledge Base
Mail Order Sales


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Zendesk Vs. Alternatives

ITQlick rating ITQlick Rating is based on the software score (below) and aggregated online reviews
ITQlick score ITQlick Score is a 1 to 100 score, based on pricing, and functionality Vs. alternative solutions
Pricing score pricing Score is a 1 to 10 score, based on the TCO (cost of licences, customizations, training, hardware when relevant) Vs. alternative solutions
License pricing license pricing (if provided by the software vendor)
Hosting
Functionality score
Fit small business
Fit medium business
Fit large business
Software review
Compare
Zendesk
ITQlick rating ITQlick Rating is based on the software score (below) and aggregated online reviews
ITQlick Score
97/100
Pricing score Pricing score ranges between 1 to 10 while 1 is low TCO and 10 is high TCO (TCO - total cost of ownership: cost of licences, customizations, training, hardware when relevant) Vs. alternative solutions
3.4/10
License pricing license pricing (if provided by the software vendor)
$29 Per month/user
Hosting
Cloud
Functionality score
37
Fit small business
Fit medium business
Fit large business
Software review
Samanage
ITQlick rating ITQlick Rating is based on the software score (below) and aggregated online reviews
ITQlick Score
94/100
Pricing score Pricing score ranges between 1 to 10 while 1 is low TCO and 10 is high TCO (TCO - total cost of ownership: cost of licences, customizations, training, hardware when relevant) Vs. alternative solutions
4.2/10
License pricing license pricing (if provided by the software vendor)
$800 Per year/user
Hosting
Cloud
Functionality score
38
Fit small business
Fit medium business
Fit large business
Software review
Freshdesk
ITQlick rating ITQlick Rating is based on the software score (below) and aggregated online reviews
ITQlick Score
93/100
Pricing score Pricing score ranges between 1 to 10 while 1 is low TCO and 10 is high TCO (TCO - total cost of ownership: cost of licences, customizations, training, hardware when relevant) Vs. alternative solutions
2/10
License pricing license pricing (if provided by the software vendor)
$19 Per month/user
Hosting
On premise and Cloud
Functionality score
39
Fit small business
Fit medium business
Fit large business
Software review
TeamSupport
ITQlick rating ITQlick Rating is based on the software score (below) and aggregated online reviews
ITQlick Score
92/100
Pricing score Pricing score ranges between 1 to 10 while 1 is low TCO and 10 is high TCO (TCO - total cost of ownership: cost of licences, customizations, training, hardware when relevant) Vs. alternative solutions
3/10
License pricing license pricing (if provided by the software vendor)
$20 Per month/user
Hosting
Cloud
Functionality score
44
Fit small business
Fit medium business
Fit large business
Software review
FuseDesk
ITQlick rating ITQlick Rating is based on the software score (below) and aggregated online reviews
ITQlick Score
91/100
Pricing score Pricing score ranges between 1 to 10 while 1 is low TCO and 10 is high TCO (TCO - total cost of ownership: cost of licences, customizations, training, hardware when relevant) Vs. alternative solutions
6.4/10
License pricing license pricing (if provided by the software vendor)
$97 Per month/user
Hosting
NA
Functionality score
7
Fit small business
Fit medium business
Fit large business
Software review