Zendesk Review - why 4.3 stars?

Zendesk Review
ITQlick Score: 92/100
ITQlick Rating: (4.3/5)
Pricing: 2/10 - low cost
Category: CRM -> Zendesk
Ranking:Ranked 12 out of 600 CRM systems
Company: Zendesk
Pricing: starts at $5 per user/month
Typical customers: Small, medium and large size businesses
Platforms: Desktop, Mobile, Cloud
Links: Zendesk pricing, Zendesk alternatives

Shlomi LaviShlomi Lavi / updated: Aug 24, 2020

We publish unbiased reviews, our opinions are our own and are not influenced by payments from advertisers. Learn more in our advertiser disclosure.

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.

What is Zendesk rating? ()

The rating of Zendesk is 4.3 stars out of 5 and the total score is 92 out of 100. The ratings are based on our unbiased experts. Learn more in our rating methodology page

Who are Zendesk's 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.

Is Zendesk the best CRM?

Zendesk is ranked 12 out of 600 software in their category (CRM systems).

What are their 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 company\'s image.

What are Zendesk's pros? (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.

What are Zendesk's cons? (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

Who are their main 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.

What is the cost of Zendesk?

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)

What is the REAL total cost of implementation? on top of the total cost of licenses which is easy to calculate you need to add the cost of training, customization, data migration, and other "hidden cost". ITQlick pricing score is 2 out of 10 (10 is most expensive). Find here the REAL total cost breakdown for Zendesk

What should you ask Zendesk during a demo session? (65 questions)

Schedule a demo with Zendesk and access 65 must ask questions for the vendor while watching Zendesk in action. Visit the vendor's website here.

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.

Zendesk's list of categories:

Customer Service
Ticket Management
Help Desk
Document Management
CRM
Banking CRM
Casino CRM
Complaint Management
Customer Loyalty
Customer Service
Customer Success
Healthcare CRM

Zendesk's list of features:

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

Zendesk Vs. Alternatives

ITQlick rating ITQlick Rating is based on the software score (below) and aggregated online reviews
Score ITQlick Score is a 1 to 100 score, based on pricing, and functionality Vs. alternative solutions
Pricing 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)
Functionality
Review
Compare
Zendesk
ITQlick rating ITQlick Rating is based on the software score (below) and aggregated online reviews
Score
92/100
Pricing 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)
$5 per user/month
Functionality
48
Compare
Pipedrive
ITQlick rating ITQlick Rating is based on the software score (below) and aggregated online reviews
Score
99/100
Pricing 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)
$12 per user/month
Functionality
19
Salesforce
ITQlick rating ITQlick Rating is based on the software score (below) and aggregated online reviews
Score
98/100
Pricing 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)
$25 per user/month
Functionality
28
Zoho
ITQlick rating ITQlick Rating is based on the software score (below) and aggregated online reviews
Score
98/100
Pricing 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)
$12 per user/month
Functionality
36
Review
Nimble
ITQlick rating ITQlick Rating is based on the software score (below) and aggregated online reviews
Score
97/100
Pricing 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 user/month
Functionality
31
Review
Author
Shlomi Lavi - admin

Shlomi Lavi

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Shlomi holds a Bachelor of Science (B.Sc.) in Information System Engineering from Ben Gurion University in Israel. Shlomi brings 15 years of global IT and IS management experience as a consultant, and implementation expert for small, medium and large size (global) companies.