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What Does Zendesk Do?

Posted on 25 Apr 2019


Zendesk is customer support software that lets you provide best-in-class customer experience by tracking all requests, offering 24/7 self-service, and monitoring the productivity of your agents.

Only 23% of customer service professionals feel supported by their current technology. How can Zendesk help?

Since 2016 Zendesk has been a leader in the Gartner Magic Quadrant for the CRM Customer Engagement Center.  



Zendesk features

  • Omnichannel support
  • Zendesk allows you to communicate with customers seamlessly on any channel (phone, chat, email, social media, knowledge base, etc.)

  • For teams of all sizes
  • Zendesk is flexible and can scale seamlessly to support any organization size. You can always start small with essential products and grow as you need or choose an end-to-end solution.

  • Easy to set up and use
  • Zendesk products are easy to implement and customize. You can use them either right out of the box or easily modify them to meet your individual needs.

  • Proactive engagement
  • By proactively engaging customers during the buying process, you can decrease cart abandonment and boost conversions.

  • Efficient self-service
  • A smart knowledge base with community forums offloads your agents so that they can focus on complex issues and promising leads. If you add Answer Bot, your customers can get relevant articles from the help center while waiting for a human agent.

  • Powerful analytics
  • Measure and boost customer experience with integrated best practice dashboards and analysis.

  • Customer-focused CRM built on AWS
  • With Sunshine, Zendesk’s CRM platform, you connect and understand all your customer data to create modern user experiences and automate processes.

    Zendesk benefits

    The Forrester report points to Zendesk benefits of more than $3.8 million in the following areas:

    Agent efficiency

    Organizations reduced call length by 15 seconds.

    Customer interactions

    Zendesk helped organizations deflect 15% of interactions to lower-cost chat and 20% to self-service.

    Zendesk has a 95% CSAT score

    Agent experience and retention

    Agent turnover reduced by 15%.

    Platform maintenance costs

    Companies didn’t have to employ administrators to support the platform and saved $150,000 per year on average.

    License costs

    The lower total cost ownership of Zendesk allowed organizations to save more than $250,000 each year.

    “Zendesk pays off in less than 3 months on average.”

    Forrester study

    Zendesk products


    A convenient system for tracking, prioritizing and solving tickets


    A smart knowledge base with community forums for effective self-service, empowered agents and reduced costs


    Proactive support that engages customers in real time


    A simple and efficient call center solution integrated into the Zendesk ticketing system


    A tool to measure and improve the entire user experience by gaining deeper insights into your customers


    A solution that creates proactive communication on all channels, by giving your customers fewer reasons to ask and more ways for you to offer help

    Zendesk pricing

    Create your custom solution by starting with the Support product or get The Zendesk Suite, an all-in-one package at a special price starting from $5You may begin with a free trial to test how Zendesk works

    Zendesk Suite

    The Zendesk Suite offers four powerful products (Support, Guide, Chat, and Talk) in one package for one low price of $89.


    Apps, Integrations, and Services

    Zendesk offers its marketplace as a one-stop shop to find 600+ apps, integrations, and partners - everything you need to boost agent effectiveness and organize support workflows.




    Lotus Themes is a Zendesk partner that offers Zendesk products and additional services for Guide.



    Forrester’s The Total Economic Impact™, a May 2017 commissioned study conducted by Forrester Consulting on behalf of Zendesk

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