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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

93 Plan to Renew

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
14% Neutral
83% 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

Agent Collaboration

78

Intelligent Search

78

Customer Service Workflow Management

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

77

Usability and Intuitiveness

77

Breadth of Features

75

Product Strategy and Rate of Improvement

75

Vendor Support

74

Ease of Customization

73

Availability and Quality of Training

73

Zendesk for Service Reviews

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

Marie Antonella G.

  • Role: Sales Marketing
  • Industry: Manufacturing
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Jan 2022

Effectively integrate communication channels

Likeliness to Recommend

9 /10

What differentiates Zendesk for Service from other similar products?

When you seek to have a fast, simple and personalized communication with each and every customer. Zendesk must be implemented, a powerful tool, a flexible and customizable platform. It allows integrating all the communication channels that companies use to communicate with their customers. It can be adapted, configured and customized with the appearance and functionality of the software. allows integration with Marketing Automation tools such as Mailchimp to manage email campaigns.

What is your favorite aspect of this product?

Zendesk is the ideal customer service platform for our company. The user-friendly inbox feature makes it easy for anyone to join the team and start working on support. Integration with multiple platforms for communication makes this the ideal tool. You can have all of our website, social media, and email communication in one place. The API and App frameworks are very well implemented and provide a framework for creating custom applications to call our Zendesk account for automation and updates.

What do you dislike most about this product?

Duplicate messages are frustrating when the ticket system is open and unassigned. Although Zendesk displays all messages in an inbox, you must constantly refresh the inbox to get the most up-to-date inbox messages.

What recommendations would you give to someone considering this product?

Zendesk is excellent customer service. Customers can get support tickets through this app or via email sent to Zendesk. This makes the attention and support offered to the client more efficient.

Pros

  • Reliable
  • Enables Productivity
  • Inspires Innovation
  • Caring

Blake C.

  • Role: Operations
  • Industry: Telecommunications
  • Involvement: Business Leader or Manager
Validated Review
Verified Reviewer

Submitted Jan 2022

Solid, reliable ticketing system

Likeliness to Recommend

9 /10

What differentiates Zendesk for Service from other similar products?

Creates a great all in one spot for customer support agents to assist customers, create a knowledge base, and build reports. Several integrations with tools we already use are available and easy to use.

What is your favorite aspect of this product?

Ideal tool for customer service teams who primarily assist customers by phone and email. Ticket forms are easy to customize and the end user interface is clear and easy to use. It also allows for a knowledge base to be hosted in the same place, with insights about searches and article views in a way that's directly incorporated into ticketing.

What do you dislike most about this product?

Building reports in Explore is clunky and time-consuming. While it expands functionality over the old Insights tool, the ease of use took a sharp decline. Also, the search in the knowledge base side can be a little finicky and sometimes needs a perfect match to return the correct article.

What recommendations would you give to someone considering this product?

Consider the end user needs vs. reporting needs and ensure that adequate time is allowed for those on admin duties to build reports and dashboards. Overall a very good product that works well, but changes can't always be made quickly.

Pros

  • Reliable
  • Respectful
  • Performance Enhancing
  • Enables Productivity
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