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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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.
85 Likeliness to Recommend
2
Since last award
93 Plan to Renew
1
Since last award
80 Satisfaction of Cost Relative to Value
2
Since last award
Emotional Footprint Overview
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.
+87 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
- Respectful
- Reliable
- Efficient Service
- Acts with Integrity
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 Service Knowledge Management
Customer Self Service Capabilities
Agent Collaboration
Agent Scripting
Contact Center Integration
Intelligent Search
Analytics and Reporting
Multi Channel Support
Customer Service Workflow Management
Mobile Customer Care
Customer Community Management
Vendor Capability Ratings
Usability and Intuitiveness
Business Value Created
Ease of Data Integration
Ease of IT Administration
Ease of Implementation
Quality of Features
Breadth of Features
Product Strategy and Rate of Improvement
Ease of Customization
Vendor Support
Availability and Quality of Training
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Zendesk for Service Reviews
Tanmay J.
- Role: Information Technology
- Industry: Technology
- Involvement: End User of Application
Submitted Oct 2023
good product
Likeliness to Recommend
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
Submitted Oct 2023
Simply the best Customer Service CRM
Likeliness to Recommend
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
Submitted Oct 2023
Get the team together and fix whatever is broken
Likeliness to Recommend
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
