Zendesk Review

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Last updated: Oct 10, 2018

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Zendesk Review

145 reviews
(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: Oct 10, 2018

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 average rating of Zendesk is 5 stars. The rating is based on 145 aggregated online reviews.

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.

25 MUST Ask Questions Before Buying Help Desk Software

The prime purpose behind investing in the software solution is to boost efficiency and growth. Ask the software vendor (Zendesk) how their business app would improve efficiency of your enterprise.
Zendesk has tremendous exposure to different companies. They offer the same type of software to different industries, so they are better aware of who is doing what with their technological product. This also helps them understand and foresee what’s really working. Allow them to share their observations so that you get an ideas about their experience, expertise, and intelligence. This will also be an opportunity to identify the service providers who come up with the most insightful suggestions.
Perhaps your business is growing, will expand in the future and your Help Desk requirements with it. So you would be interested to know if Zendesk is scalable and can grow with you. It’s no use investing in a solution that can be scaled.
Each business has different needs. Yours is no different. When it comes to selecting a software solution, you are looking for a tool that can be easily customized and configured to cater to your specific business needs. So you want to understand if Zendesk you want to buy is easy to customize.
Such a community forum is the best way to engage users. Getting access to Zendesk forums can help new or proposed users connect with product experts through peer-to-peer discussions.
Zendesk should answer how their business software will improve your bottom line and ROI.Most service providers make tall claims, so you want to make sure you get your hands on the best solution.
Before choosing a business app, you want to understand that the implementation would be smooth. So you should be interested to find out about the person responsible for handling the implementation process. Do not hesitate to ask Zendesk about their qualifications.
A good software vendor should be able to show you a positive track record with their implementation strategy.Try to find out if Zendesk method is structured. Your purpose should be to look for one that is structured and flexible to adapt to unexpected situations.
The software vendor should give you a structured data conversion methodology that will enable smooth migration of your information to the new system.
A growing business is always in need for expansion and integration with thrid-party apps is a part of the growth model. When it comes to choosing software, make sure the business app provides an application programming interface for easy integration.
Ask the software product vendor if the tool will allow you to export data to an external file or import data from external sources.
Ask the software vendor (Zendesk) if the software package includes consulting hours. Do not hesitate to ask if there are any hidden charges involved.
You do not want to be caught unawares when a software vendor sends a technician to resolve an issue that may crop up due to varied reasons. You want to make sure the charges are reasonable. Better still, you should be aware of what needs to be paid to the technician sent by the vendor to fix a problem.
You do not want to fall in love with the front end unless you are 100% sure that the software is compatible with your existing system. Ask the software vendor is you need any specific hardware to install the software. Will the business application run on your existing workstations. How much space will the software take on the disk drive? Is there a need for RAM upgrade to successfully run the software for optimum performance?
You should enquire about the cost of having more than one terminal in your store. While some software vendors charge on the basis of the number of store locations, others charge per terminal.
When you are looking for a software solution, make sure you know if the vendor charges any fee to get you started. You should also be interested to know if there are any software maintenance charges for you to pay.
Your business is accountable to customers, regulators, employees, and partners. So you should look for one software vendor who has adopted a comprehensive, technically sound security and compliance program. Does the vendor map your needs for security controls?
Data loss can prove extremely risky for any business. So you should always ask the vendor about their backup policy. How often is data backed up and what is the cost for the same?
What is the software vendor's policy on disaster recovery? Are any charges involved for disaster recovery support if a catastrophic hardware failure affects your system?
How easy is the software to work on? Is it user friendly for your end users? Does it involve any complexities that are difficult to understand for the team? Even a feature-rich solution is of no use if end users find it difficult to use.
Zendesk should clearly mention whether the solution is complex or simple to use. If it is not an easy-to-use software solution, then do they provide training? What is the level of training your team requires to make the most of the solution?
You will be interested to know about the software updates. When is it updated? Does the service provider notify customers when the upgrades are scheduled? Does the software work when the upgrades are under way? How long does the process take?
You should be interested to enquire about how an issue is handled at the side of the software vendor. Do not hesitate to question about who will respond to your emergency calls. What is their experience in software industry?
If the software vendor is widely popular, chances are that they have a good product. So always check their client base to measure their product's competence in the market.
Testing is crucial to ensuring that the software runs as promised. So you should try to find out if the vendor offers any free trial runs or try before you buy the product. By testing the concept first, it gets easier to understand the software product's functionality and allay fears before signing a contract.


Zendesk Categories


Specifications

Company:
Address: Zendesk Inc, 989 Market St, San Francisco, CA
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


Zendesk News (2016)



27 Feb

Zendesk opens Asia head office in Singapore

SINGAPORE — As e-commerce continues to grow in the Asia-Pacific region, so too are the efforts of online merchants. In a bid to gain an edge over the competition, online vendors are providing new ways to connect with their customers in real time thro.read more




11 Feb

Zendesk Announces 2014 Fourth Quarter Results

SAN FRANCISCO--(BUSINESS WIRE)--Zendesk, Inc. (NYSE: ZEN) today reported financial results for its fourth fiscal quarter and full fiscal year ended December 31, 2014. “2014 was a defining year for Zendesk. We became a public company and advanced our .read more



26 Dec

The secrets of Zendesk’s startup success

Just over half a year ago, one European tech startup officially joined the exclusive “unicorn club” of companies valued at more than one billion dollars: Zendesk, the leading provider of Cloud-based customer service software. I was the company’s f.read more


20 Dec

Zendesk And The Art Of Trademark Maintenance

Tech companies have adopted the epithet “zen” as if software is a kind of spa service. The master of this trend is the venerable Zendesk who has sold helpdesk outsourcing under the watchful gaze of a jolly buddha with a headset for all of seven years.read more



17 Nov

Introducing a brandable Agent Portal

Since we've launched the new Zendesk agent portal over two years ago, we've had people ask if it is possible to change the colors of the interface -- some people use more than one Zendesk account, and want to be able to quickly tell the difference,.read more


14 Nov

Announcing Zendesk Voice number expansion

We are excited to announce that Zendesk Voice, built upon the Twilio platform, is now available in 20 new countries, for a total of 39 countries. Leveraging Twilio’s global network of data centers, calls are delivered quickly and clearly. This expans.read more








17 Sep

Zendesk Gets Serious About The Enterprise

Up until now, Zendesk’s customers have tended to come from the small to medium business space, but the company hopes to get a piece of the larger, more lucrative enterprise market by creating a program aimed specifically at larger companies, opportun.read more



15 Jan

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Bugs can compromise with the functioning of software solutions. A bug tracking system can come in handy, since it is designed as a defect tracking system for software applications, keeping track of bugs. The computer program keeps track of various i... read more


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Customer relationship management (CRM) is the process and tool to manage customer interactions throughout the organization, with a bigger aim to improve customer relationship. Also known as contact management software, CRM consolidates all customer d... read more


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Customer service is the key to a successful business. So you cannot compromise with your help desk. Choosing the best help desk software can be tricky. Nevertheless here are a few common help desk software selection mistakes that some enterprises mak... read more


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Top 5 CRM Help Desk Software for SMBs

CRM software for a company looks at different aspects of the customer engagement process to ensure that they can maximize service satisfaction and optimize revenue realization where possible. One aspect of this solution is the provision of a help des... read more


06 Feb

3 Help Desk Software Alternatives for Zendesk

When it comes to solving your customer’s issues regarding your services or products, you need to manage the situation quickly and efficiently. That’s why the Help Desk Software you choose for your company will make a difference because the long-term ... read more