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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

Betsy U.

  • Role: Finance
  • Industry: Food and Beverage
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Oct 2023

SImple and Easy

Likeliness to Recommend

8 /10

What differentiates Zendesk for Service from other similar products?

Super easy to use and streamlines my workflow

What is your favorite aspect of this product?

I like how I can search things easily keep track of information

What do you dislike most about this product?

Sometimes it doesnt sync up with other software very quickly - there's a delay

What recommendations would you give to someone considering this product?

Go for it. Great platform for sales and service to keep track of orders

Pros

  • Fair
  • Client's Interest First
  • Generous Negotitation
  • Transparent

Steffan L.

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

Submitted Oct 2023

Customer Support Excellence

Likeliness to Recommend

7 /10

What differentiates Zendesk for Service from other similar products?

Zendesk offers omnichannel support, allowing us to manage customer inquiries from various channels, such as email, chat and other this improves overall satisfaction.

What is your favorite aspect of this product?

Self service options are available to the end user such as the knowledge base

What do you dislike most about this product?

Whilst Zendesk has a user friendly interface, it can be quite complex to learn how to use all the features and functionalities. This needs to be improved.

What recommendations would you give to someone considering this product?

I would suggest starting with a free trial, take advantage of the platform to review all of its features to see if this will fit your business needs.

Pros

  • Enables Productivity
  • Efficient Service
  • Respectful
  • Acts with Integrity

Cons

  • Less Effective Service
  • Charges for Enhancements
  • Leverages Incumbent Status

Jessica B.

  • Role: Vendor Management
  • Industry: Manufacturing
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Aug 2023

Easy to use

Likeliness to Recommend

9 /10

What differentiates Zendesk for Service from other similar products?

They definitely have a name recognition- they are a top provider in this particularly area of software as a service

What is your favorite aspect of this product?

How easily it merges and integrates with other software programs. I also feel like it is easy to use and requires little training.

What do you dislike most about this product?

I do think the cost is a little high for as large as they are.

What recommendations would you give to someone considering this product?

Meet with their sales team, watching any tutorials, take some trainings. You will likely find that it is a software you will use regularly.

Pros

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