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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.

82 Likeliness to Recommend

92 Plan to Renew

1
Since last award

78 Satisfaction of Cost Relative to Value


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Emotional Footprint Overview

+79 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

Customer Service Workflow Management

78

Agent Scripting

78

Intelligent Search

78

Agent Collaboration

78

Multi Channel Support

77

Analytics and Reporting

77

Customer Community Management

76

Mobile Customer Care

75

Vendor Capability Ratings

Average 76

Quality of Features

79

Ease of Implementation

79

Business Value Created

78

Ease of IT Administration

78

Ease of Data Integration

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

Hammad B.

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

Submitted Jun 2021

A Complete Omni Channel...

Likeliness to Recommend

10 /10

What differentiates Zendesk for Service from other similar products?

It’s a complete ticketing solution with user friendly accessibility. In addition, you do not need to be a professional technical person in order to configure Zendesk and creating the macros, which is helpful. Moreover the report which is generated from Zendesk is very detailed and help us to track down employees' progress and productivity.

What is your favorite aspect of this product?

The reporting tool gives you detailed business insights. The rules feature can delete unnecessary or junk message automatically also, you can route the ticket to relevant person via rules features. It’s a user friendly application; you might won't need to train your staff on Zendesk. If they have basic knowledge of omini channel. Multi-channel support: email, web, phone, chat, social media. Knowledge base portal and community forums included.

What do you dislike most about this product?

You might need technical staff to configured or deploy Zendesk in your organization. It’s bit expensive, if you want to avail all features.

What recommendations would you give to someone considering this product?

We have a contact center; and we need to communicate wit hour customer through different channel, i.e. Social Media, Chat, Call etc. Zendesk gives you a platform to interact with the customer on a single platform.

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Performance Enhancing

Ramya N.

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

Submitted May 2021

Faster issue resolution

Likeliness to Recommend

9 /10

What differentiates Zendesk for Service from other similar products?

Zendesk makes it possible for customers to raise their own custom service tickets instead of going through a service desk, this helps in providing a better bridge between the customer and the IT team and help in understanding the issue better

What is your favorite aspect of this product?

Once the workflow process is documented, the application adheres by it and analyses tickets and assign them to their respective pools automatically

What do you dislike most about this product?

There have been few service outages but nothing major

What recommendations would you give to someone considering this product?

ZenDesk makes it easier for both the customer and the technical support to get in touch with each other and find the root cause of the issues quickly

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Enables Productivity

Wesley A.

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

Submitted Apr 2021

Fantastic email support platform.

Likeliness to Recommend

9 /10

What differentiates Zendesk for Service from other similar products?

Zendesk has been around for a while and has become a well-recognised platform for providing support. It works very well.

What is your favorite aspect of this product?

Being able to manage and track multiple support cases with ease. Every agent knows who is dealing with what and when, so it's great to use for a customer support role.

What do you dislike most about this product?

It is a little old-hat now and the UI needs an overhaul. It feels very 90's in the look and feel, and falls behind many other SaaS platforms nowadays in that respect.

What recommendations would you give to someone considering this product?

If you can get past the way it looks, it works fantastically well when set up correctly.

Pros

  • Enables Productivity
  • Security Protects
  • Reliable
  • Performance Enhancing
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