Zendesk Review - why 4.3 stars?

Shlomi Lavi / updated: Dec 28, 2022

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What is Zendesk?

Zendesk is a cloud-based CRM software designed to help end-users meet their customers needs, set their team up for success, and keep their business in sync. The software comes with features such as:

• AI Chatbots: End-users can do more without increasing headcount. This feature allows end-users to set up chatbots to provide support even when logged off.
• Integrations: Zendesk provides the avenue that allows end-users to integrate and connect over 1,000 apps like Slack, Jira, Segment, Mailchimp, and more.
• Real-time Analytics: End-users can use reports and analytics to review how their team is performing or spot recurring customer trends.

Zendesk is a CRM software that started in 2007. The company is headquartered in San Francisco, California, United States. The company has a workforce of 5,450 global employees. Zendesk was awarded No. 1 in the Gartners Digital Customer Service use case.

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Who is it best for?

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.

Main features and functionalities

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 companys image.

What is the actual cost?

Zendesk offers four license pricing options. These options are namely Suite Team, Suite Growth, Suite Professional, and Suite Enterprise.

• Suite Team starts at $49 per agent per month billed annually and $59 on a monthly subscription.
• Suite Growth starts at $79 per agent per month billed annually and $99 on a monthly subscription.
• Suite Professional starts at $99 per agent per month billed annually and $125 on a monthly subscription.
• Suite Enterprise starts at $150 per agent per month billed annually and $199 on a monthly subscription.

Suite Team comes with features such as Email with unlimited addresses, Contact form, Ticket file attachment size up to 50MB, Social channels, Standard themes, etc. Suite Growth comes with everything in Suite Team, including Standard Custom themes & integrations, Up to 5 Multiple help centers, customer portal, etc.

Suite Professional comes with everything in Suite Growth, including Operating hours, Trigger-based routing, Business hours, Conference calling, etc. Suite Enterprise comes with everything in Suite Professional, including Automatic email archiving, up to 1000 Answer Bot AI-powered bot solutions, etc.

ITQlick pricing score is 2 out of 10 (10 is most expensive). Access ITQlick pricing guide for Zendesk. You can also find here pricing information from Zendesk's website.

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
• Zendesk is feature-rich
• The software comes with customizable templates
• The software offers a knowledge base platform that can be utilized for operational optimization
• The customer support system offers Javascript API and supports email and REST integration
• Zendesk offers automated workflow.

Cons

• The software can be slow to use when many apps and integrations are configured
• Online software interface is based on flash which doesn't work well with mobile
• There is no official technical support available
• Customers have to open a Zendesk account before submitting a ticket, which may filter out "lazy" clients
• The agent module is still clumsy and needs to evolve

How it stacks up?

Access a head to head analysis of Zendesk vs alternative software solutions.

Frequently Asked Questions (FAQs)

Is Zendesk right for you or your business?

End-users seeking a service-first CRM company that builds software designed to improve customer relationships will fit well with Zendesk. End-users with specialties in Government, Healthcare, Manufacturing, Media, Retail, Software Telecommunications, and many more can use Zendesk. Examples of customers using Zendesk are MySugar, NatureBox, Scribe, PayJoy, Olala, etc.