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Zendesk

Zendesk for Service

Composite Score
8.2 /10
CX Score
8.4 /10
Category
Zendesk for Service
8.2 /10

What is Zendesk for Service?

Zendesk streamlines your support with time-saving tools like ticket views, triggers, and automations. This helps you get straight to what matters most – better customer service and more meaningful conversations. Zendesk helps companies empower their customer service agents and sales teams with the tools they need to get the job done right.

Company Details


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Awards & Recognition

Zendesk for Service won the following awards in the Customer Service - Enterprise category

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Zendesk for Service Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on Zendesk for Service.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

83 Likeliness to Recommend

1
Since last award

92 Plan to Renew

1
Since last award

78 Satisfaction of Cost Relative to Value


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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+80 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love Zendesk for Service?

3% Negative
15% Neutral
82% Positive

Pros

  • Reliable
  • Respectful
  • Acts with Integrity
  • Performance Enhancing

Feature Ratings

Average 78

Customer Self Service Capabilities

80

Customer Service Knowledge Management

79

Contact Center Integration

79

Agent Scripting

79

Customer Service Workflow Management

79

Intelligent Search

79

Agent Collaboration

78

Multi Channel Support

77

Analytics and Reporting

77

Customer Community Management

76

Mobile Customer Care

75

Vendor Capability Ratings

Average 76

Ease of Implementation

79

Quality of Features

79

Business Value Created

78

Ease of Data Integration

78

Ease of IT Administration

78

Usability and Intuitiveness

77

Breadth of Features

76

Product Strategy and Rate of Improvement

75

Vendor Support

74

Ease of Customization

73

Availability and Quality of Training

73

Zendesk for Service Reviews

Akshay S.

  • Role: Information Technology
  • Industry: Technology
  • Involvement: IT Development, Integration, and Administration
Validated Review
Verified Reviewer

Submitted Mar 2022

Great platform for customer service!

Likeliness to Recommend

10 /10

What differentiates Zendesk for Service from other similar products?

Zendesk for Service is a customer service software that helps businesses manage and track customer interactions. It offers a variety of features such as ticket management, customer profiles, and reporting tools. Additionally, Zendesk for Service integrates with other Zendesk products, such as Zendesk Chat and Zendesk Guide, to provide a more comprehensive customer service solution.

What is your favorite aspect of this product?

There are a lot of things that I love about Zendesk for Service. One of my favorite aspects is the ability to create and manage custom fields. This allows me to track information that is specific to my organization and helps me to better serve my customers. I also appreciate the flexibility to configure the system to meet my specific needs. Zendesk is also very user friendly and the support team is always available to help me with any questions or issues that I may have.

What do you dislike most about this product?

There are a few things I don't like about Zendesk for Service. One is that it can be difficult to keep track of all the tickets that are open and assigned to you. Another is that it can be challenging to find older tickets.

What recommendations would you give to someone considering this product?

Zendesk is a great choice for customer service. It's easy to use and can be customized to fit your needs. It also integrates with a variety of other tools, making it a versatile option.

Pros

  • Unique Features
  • Efficient Service
  • Effective Service
  • Continually Improving Product

Miguel N.

  • Role: Information Technology
  • Industry: Technology
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Aug 2022

Easy to use, intuitive but the pricing is too much

Likeliness to Recommend

9 /10

What differentiates Zendesk for Service from other similar products?

Their price, you can find a less expensive software that does the same.

What is your favorite aspect of this product?

Ticket flows are my favorite aspect or feature of the product

What do you dislike most about this product?

It's pricing.

What recommendations would you give to someone considering this product?

If it fits your company go for it, but make sure to explore other possibilities before you do.

Pros

  • Efficient Service
  • Effective Service
  • Caring
  • Respectful

Jeniriana R.

  • Role: Information Technology
  • Industry: Technology
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Feb 2022

Timely and diligent attention to our customers

Likeliness to Recommend

10 /10

What differentiates Zendesk for Service from other similar products?

This software has greatly helped the company to be in contact in an efficient and timely manner with all our customers in the area of technical support, because our customers can communicate with us through different means such as mail, form on our website, telephone and all are organized by the system in the form of tickets.

What is your favorite aspect of this product?

It has allowed us to organize the tickets in a very easy way, which makes it easier to locate them. And the "Macros" tool has been very useful, as it allows us to create automatic responses and speed up the process.

What do you dislike most about this product?

The system can be a bit slow when entering a lot of reports. It was also complicated to learn how to use it, because it is not as intuitive as we thought, so we had to train all the staff, but it was worth the effort, because everything goes well with the software.

What recommendations would you give to someone considering this product?

Once you become familiar with the software, it will help your company's customer service to be much more fluid and efficient, which in the medium term will undoubtedly be a return on investment, because the response will be faster and more customers will be happy.

Pros

  • Reliable
  • Performance Enhancing
  • Trustworthy
  • Unique Features
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