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Zendesk for Service Logo
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Zendesk

Zendesk for Service

Composite Score
8.5 /10
CX Score
8.7 /10
Category
Zendesk for Service
8.5 /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.

84 Likeliness to Recommend

Up 2
Since last award

92 Plan to Renew

79 Satisfaction of Cost Relative to Value

Up 1
Since last award


Emotional Footprint Overview

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Emotional Footprint Overview

Product Experience:
90%
Negotiation and Contract:
82%
Conflict Resolution:
84%
Strategy & Innovation:
83%
Service Experience:
88%

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.

+86 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?

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2% Negative
11% Neutral
87% Positive

Pros

  • Respectful
  • Reliable
  • Efficient Service
  • Acts with Integrity

Feature Ratings

Average 80

Agent Scripting

81

Customer Self Service Capabilities

81

Contact Center Integration

81

Intelligent Search

81

Agent Collaboration

81

Customer Service Knowledge Management

81

Customer Service Workflow Management

79

Mobile Customer Care

79

Analytics and Reporting

79

Customer Community Management

78

Multi Channel Support

78

Vendor Capability Ratings

Average 78

Ease of Data Integration

80

Ease of IT Administration

80

Ease of Implementation

79

Quality of Features

79

Business Value Created

79

Usability and Intuitiveness

79

Breadth of Features

78

Product Strategy and Rate of Improvement

78

Ease of Customization

76

Vendor Support

75

Availability and Quality of Training

74

Zendesk for Service Reviews

Bruce V.

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

Submitted Sep 2020

Easy to use customer support solution

Likeliness to Recommend

10 /10

What differentiates Zendesk for Service from other similar products?

Zendesk Support offers powerful features that will assist to track and priotize tickets to help your customer support team deliver fast and better services to clients. Its powerful knowledge base creator and ease of use makes it unique product among its competitors.

What is your favorite aspect of this product?

Zendesk keeps us confident in knowing that even when the tickets volume doubles ,the software can handle the rising number of tickets. It has assisted to be efficient without using a high cost of budget. It is intuitive and the user interface is user-friendly to make it easy to manage all of our customer interactions.

What do you dislike most about this product?

Zendesk gives all we needed to manage client interactions and i have not found anything i dislike.

What recommendations would you give to someone considering this product?

I recommend using Zendesk for all types of organization and use the free trial plan to test its features firsthand at no cost. It is easy to use and very affordable. It will assist your company deliver better client services.

Pros

  • Reliable
  • Efficient Service
  • Effective Service
  • Helps Innovate

Barbara W.

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

Submitted Aug 2020

Convenient chat tool for connecting with clients.

Likeliness to Recommend

9 /10

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
Validated Review
Verified Reviewer

Submitted Jun 2020

A robust tool for support teams

Likeliness to Recommend

8 /10

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

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