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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 鈥 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

1
Since last award

92 Plan to Renew

79 Satisfaction of Cost Relative to Value

1
Since last award


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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.

+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?

2% Negative
10% Neutral
88% Positive

Pros

  • Reliable
  • Respectful
  • Acts with Integrity
  • Performance Enhancing

Feature Ratings

Average 79

Customer Self Service Capabilities

81

Agent Collaboration

80

Customer Service Knowledge Management

80

Contact Center Integration

80

Intelligent Search

80

Agent Scripting

80

Customer Service Workflow Management

79

Mobile Customer Care

79

Analytics and Reporting

79

Multi Channel Support

78

Customer Community Management

77

Vendor Capability Ratings

Average 78

Ease of IT Administration

80

Ease of Data Integration

80

Business Value Created

79

Quality of Features

79

Ease of Implementation

79

Usability and Intuitiveness

79

Breadth of Features

78

Product Strategy and Rate of Improvement

77

Ease of Customization

76

Vendor Support

74

Availability and Quality of Training

74

Zendesk for Service Reviews

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

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

Neira H.

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

Submitted Jul 2023

Great tool for customer-service related businesses

Likeliness to Recommend

10 /10

What differentiates Zendesk for Service from other similar products?

The interface is sleek and uncluttered, and creating scripts and workflows is a straightforward process. It serves as an excellent customer service solution that businesses can depend on.

What is your favorite aspect of this product?

Extremely simple to set up and start using. Agents quickly embraced and adapted to it. Highly user-friendly and packed with useful features. Additionally, it seamlessly integrates with other systems and custom-built APIs, making it a valuable addition to any setup.

What do you dislike most about this product?

While the automation process could be made somewhat more straightforward, the advantages it offers far outweigh this minor concern.

What recommendations would you give to someone considering this product?

An excellent ticketing system suitable for a Tech Support team that is just beginning in the industry.

Pros

  • Continually Improving Product
  • Reliable
  • Enables Productivity
  • Altruistic

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