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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Real user data aggregated to summarize the product performance and customer experience.
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82 Likeliness to Recommend
92 Plan to Renew
1
Since last award
78 Satisfaction of Cost Relative to Value
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?
Pros
- Reliable
- Respectful
- Acts with Integrity
- Performance Enhancing
How to read the Emotional Footprint
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Negative
Neutral
Positive
Feature Ratings
Customer Self Service Capabilities
Customer Service Knowledge Management
Contact Center Integration
Customer Service Workflow Management
Agent Scripting
Intelligent Search
Agent Collaboration
Multi Channel Support
Analytics and Reporting
Customer Community Management
Mobile Customer Care
Vendor Capability Ratings
Quality of Features
Ease of Implementation
Business Value Created
Ease of IT Administration
Ease of Data Integration
Usability and Intuitiveness
Breadth of Features
Product Strategy and Rate of Improvement
Vendor Support
Ease of Customization
Availability and Quality of Training
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Zendesk for Service Reviews
- Role: C-Level
- Industry: Not for Profit
- Involvement: End User of Application
Submitted Sep 2020
It is brand new, so I am on a learning curve, but
Likeliness to Recommend
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Enables Productivity
Cons
- Under Delivered
Barbara W.
- Role: Information Technology
- Industry: Technology
- Involvement: End User of Application
Submitted Aug 2020
Convenient chat tool for connecting with clients.
Likeliness to Recommend
What differentiates Zendesk for Service from other similar products?
Great and convenient tool with great unique features.
What is your favorite aspect of this product?
The back end management system is extremely user friendly and takes little time to learn how to deploy it.
What do you dislike most about this product?
The only minor dislike is that if the client you were chatting or communicating with goes offline the messages or conversation with him or her gets erased.
What recommendations would you give to someone considering this product?
So far a software you can trust mostly in communication and support services.
Pros
- Helps Innovate
- Reliable
- Performance Enhancing
- Enables Productivity
Ardin M.
- Role: Sales Marketing
- Industry: Technology
- Involvement: Business Leader or Manager
Submitted Jun 2020
A robust tool for support teams
Likeliness to Recommend
What differentiates Zendesk for Service from other similar products?
The ease of use, the ability to integrate with 3rd party apps and the overall the extend of customization (macros, triggers and other rules that you can implement)
What is your favorite aspect of this product?
Integrations and Support ticket views are one of my favorite features of zendesk. They allow me to improve my work-flows and easily tackle my daily work in zendesk.
What do you dislike most about this product?
One thing I dislike is the fact that I have to re-download attachments if I have to insert them into internal notes. There should be a way to insert them without having to re-download.
What recommendations would you give to someone considering this product?
You might need high-end plans, so I suggest you start with the basic one and upgrade as needed.
Pros
- Reliable
- Performance Enhancing
- Enables Productivity
- Trustworthy
Cons
- Slower Product Innovation
- Commodity Features