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Zendesk is a highly recognised source of customer relationship management (CRM) software, and my personal experience with the company has been nothing short of outstanding. I can attest to the outstanding diversity of their product suite as well as the extensive number of different practical applications that it provides because it is designed to serve organisations of all sizes. In my opinion, the capacity of Zendesk to efficiently cater to a wide range of company requirements is what truly sets it apart from the competition.
The fact that Zendesk offers such a generous free trial was one of the features that most impressed me. Before committing to buying the software, I was able to test out all of its features and capabilities thanks to this opportunity. This opportunity to test out the service without incurring any costs was quite helpful to me in making an educated choice.
In addition, the fact that big industry players such as Uber, Shopify, and Slack have put their faith in Zendesk and use it as part of their business operations says eloquently about the platform’s dependability and efficiency in improving connections with customers. My decision to adopt Zendesk as the CRM solution for my own company was bolstered by the realisation that many well-known corporations also rely on Zendesk for their customer service and support requirements.
Zendesk Specifications
Zendesk is an all-encompassing customer support platform that provides a wide variety of services designed to assist businesses of all kinds in improving their level of service to customers. Additionally, Zendesk is very adaptable and expandable, which means it can expand along with your company as it does.
| Feature | Description |
|---|---|
| Ticketing system | A shared inbox for all customer requests from email, chat, social media, and other channels. |
| Help center | A self-service portal where customers can find answers to common questions and submit support requests. |
| Knowledge base | A collection of articles, videos, and other resources that agents can use to quickly and accurately answer customer questions. |
| Collaboration tools | Features like internal notes, private comments, and ticket tagging to help agents work together to resolve customer issues. |
| Reporting and analytics | Dashboards and reports to track key metrics like ticket volume, resolution time, and customer satisfaction. |
| Integrations | Hundreds of integrations with other popular business software, such as CRM systems, e-commerce platforms, and analytics tools. |
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What is Zendesk?
Zendesk is an all-in-one customer service solution that was developed with the user experience in mind from the very beginning. Our platform places a strong emphasis on the customer experience and makes it simple for support teams to provide personalised assistance. It does this by providing your teams with the tools and features they need to be successful and by ensuring that your business remains in sync. Additionally, Zendesk provides a sales CRM that not only improves efficiency but also helps create leads, raises pipeline visibility, and increases revenue.
Zendesk review: Pricing and Plans
The pricing structure of ZenDesk has been streamlined into four primary tiers. This is a significant advancement over the prior system, which consisted of no less than seven fundamental modules, each of which had capabilities that were unique to a particular application. Before we go into the specifics of the different plans, it is important to highlight the ZenDesk price page.
Help desk software subscriptions are typically priced on a “per agent per month” basis when presented with pricing information. The process of obtaining a quote is made simpler by ZenDesk, which allows you to input the number of agents you now employ before automatically revising the price listed beneath each tier to reflect the new overall cost. People who are in a rush and need a quote will find this to be an extremely helpful and welcome tool.
The cheapest option is the ‘Suite Team’ tier, which costs $59 per agent per month if you pay on a monthly basis or $49 per agent per month if you pay annually. It is equipped with a variety of useful features, such as a ticketing system that concentrates all of the conversations into a single hub.
Zendesk review: Interface and Key Features
Zendesk for Service focuses on gathering all customer communications into one place, which can not only aid service agents but also improve other systems such as the customer relationship management (CRM) system that your organisation uses because it makes it simpler to export important data to apps like that. However, the firm does support third-party integrations by means of its extensive app marketplace.
If you choose to use Zendesk’s own Zendesk Sell CRM entry, the process will be even simpler. All of the channels’ tickets are consolidated into a single workspace for the convenience of the agents who handle them. A feature known as Side Conversations allows agents to have conversations with other members of the support team without having to navigate away from the primary ticket screen.
Through the use of this application, sending an email or posting something to Slack directly from a Zendesk for Service workspace is made to be an easy process. Agents have the ability to swiftly switch the communication channel or medium to move between chat, email, or even the voice over Internet Protocol (VoIP) phone used by your firm.
Zendesk review: Automation
Automations and triggers are strong tools that make agents’ jobs easier by automatically putting tickets where they need to go and doing tasks that need to be done over and over again. An automated ticketing system can help with simple problems quickly and make workers more available to help with more difficult problems. You can tell the AI bot to answer customer questions, and real people will only step in when they’re needed.
If you turn on the AI bot, you’ll have customer service available 24 hours a day, seven days a week. You don’t need to hire hundreds of customer service reps when you can have the AI bot talk to customers when reps aren’t available. You can add a bot to help with services like Slack, messaging, email, and more. You can make a conversation between a bot and your customers and translate it into different languages with the Flow Builder.
Zendesk review: Self-service software
Customer and agent self-service is convenient. Zendesk lets you develop internal and external knowledge bases, IT knowledge bases, and support agent-only knowledge bases using easy-to-customize software. Additionally, you may translate your help articles into over 40 languages. You can also develop assistance centres for distinct audiences, geographies, or brands.
External knowledge bases can have hundreds of help articles for clients to get answers without contacting a live representative. You can freely organise your knowledge base. Beyond knowledge bases, Zendesk enables you develop customer community forums for collaboration. People can find answers on the community forum instead of contacting agents or reading help pages. You can top users with badges, add statuses to messages, escalate them to agents for one-on-one help, and more with Zendesk. Like knowledge bases, you can develop communities for distinct audiences, locations, or brands.
Zendesk review: Security
ZenDesk’s Security page emphasises consumer privacy. This article lists ZenDesk’s ISO certifications and SOC 2 Type II, which requires periodical security audits. This is because Amazon Web Services handles majority of ZenDesk’s service data. They benefit from AWS’ infrastructure, which includes backup power and fire suppression. We particularly liked that the platform provides a PCI-compliant credit card field that redacts all but the final 4-digits to prevent fraud. ZenDesk claims to audit vendor data periodically.
Final Words
Zendesk is an amazing CRM software supplier that, in my opinion, offers a varied range of solutions that are appropriate for businesses of varying sizes. This has led me to believe that Zendesk is a good choice for organisations. During the course of my own investigation and use of the platform, I came across an extremely small number of downsides. Nevertheless, one thing that jumped out to me was how expensive its premium plans were in comparison to other similar services.
Zendesk review: The Good and Bad
Zendesk is a diverse and robust customer relationship management (CRM) software provider that offers solutions for organisations of all sizes and shapes. If you are looking for a CRM software supplier, go no further than Zendesk.
The Good
- Highly customizable user interface
- Comprehensive reporting and query tooling
- Large marketplace of apps and integrations
The Bad
- Steep entry-level price
- Only Enterprise levels let you customize pre-built dashboards
Questions and Answers
Zendesk is a comprehensive solution for handling customer service that is simple to operate and can grow along with your company. Find out more information regarding Zendesk for Service. The efficiency of sales teams, as well as the transparency of their pipelines, can all be improved using Zendesk Sales CRM.
Zendesk is seen as a superior option to the customer care software that businesses are currently using since we are regarded as industry experts and are seen as a trustworthy counsel. We equip our customers with the resources they need to become CX experts and deliver a dependable platform that is simple to deploy, which ultimately results in the highest return on investment (ROI).