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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

Tanmay J.

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

Submitted Oct 2023

good product

Likeliness to Recommend

9 /10

What differentiates Zendesk for Service from other similar products?

The capabilities like integrating support apps which can developed by us as developers and not just one but multiple applications based on our requirements.

What is your favorite aspect of this product?

Support app integration

What do you dislike most about this product?

The documentation is hard to read and understand.

What recommendations would you give to someone considering this product?

It's a good app. Make sure to understand the support app integration part

Pros

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

Carl O.

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

Submitted Oct 2023

Simply the best Customer Service CRM

Likeliness to Recommend

9 /10

What differentiates Zendesk for Service from other similar products?

Zendesk provides personable and customisable setups, from automations and tagging, right through to assigning.

What is your favorite aspect of this product?

Without a doubt, chatbot. I think chatbot is an incredible feature which allows for an automated client services setup to filter out the very easy client queries, before using up valuable employee resource, which saves us time and money each day.

What do you dislike most about this product?

The reporting I think leaves a lot to be desired. It's quote clunky and takes a bit of getting used to. I now have the reports and dashboards I need for my monthly reporting, but setting that up was quite arduous.

What recommendations would you give to someone considering this product?

It's one of the best CRMs out there, it's very simple to set up, and easy for new users to acclimatise to it.

Pros

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

Micah P.

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

Submitted Oct 2023

Get the team together and fix whatever is broken

Likeliness to Recommend

10 /10

What differentiates Zendesk for Service from other similar products?

The ability to pull many groups together on one issue to get it resolved. So powerful when all of us are in the fight together.

What is your favorite aspect of this product?

A quick email can create an issue. All parties copied on the email become owners of the issue.

What do you dislike most about this product?

The same benefit is sometimes a downfall. Having too many people involved can slow response because ownership isn't defined.

What recommendations would you give to someone considering this product?

If you want a robust well laid out support system sign up. Add the teams and build the appropriate response hierarchy and you will be happy!

Pros

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