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What Is Zendesk? Expert review

Posted on 25 Jun 09:54 AM

 

What is Zendesk and what does it do? So, it is a premier, cloud-based customer service application. It is designed with one purpose in mind: to improve communication between the company and its customers. This software is perfect for both large and small businesses, and it works effectively whether you have five or 500 customer support agents. It offers several great features that help improve customer services, increase productivity and boost customer satisfaction rates.

Ticket Management

Our Zendesk review begins with one of the best Zendesk feature - its ability to create, handle and track customer service tickets from a variety of sources, including phone, mobile devices, the internet, email and social media. This allows your customers to contact your company in the method that is most convenient for them. Once support tickets are established, your agents can easily grab the next available one and get to work.

Zendesk keeps a record of all communication for each individual ticket. It also allows agents to attach notes to any ticket. This makes it simple for multiple agents to work on a single ticket, if necessary, or for upper management to review any support problems. Adding about Zendesk ticketing system, it allows agents to handle more than one at a time in order to improve efficiency.

Self-Service Online Support

Many online customers prefer to use self-service support whenever possible. This is why the Zendesk Help Desk application is so important. It allows you to create an online Help Center that includes valuable information, such as answers to the most frequently answered questions, knowledge based information like user guides, community forums, search tools and related articles.

Analytical Reports

Zendesk also has a superior analytical tracking system that provides instant real-time data. Businesses can track individual customer support tickets or obtain more general analytical data. They can also track individual customer support agents or entire departments. This analytical data is extremely valuable in detecting poor agent performance and identifying top performers. Even more importantly, it can help companies track customer satisfaction rates and improve overall customer support and efficiency.

Integration with many platforms

In our overview, we can't pass by another Zendesk great feature - its ability to integrate with numerous apps, such as Magento, Salesforce, Slack, and others. They cover everything from better data consolidation to automatic ticket reminders to new telephony and chat integrations. These technologies allow companies to customize their Help Desk to meet the specific needs of the business.This will create more efficient and valuable customers engagements that can boost both sales and productivity.

Basic Zendesk Features

 
  • Flexible ticket management with automated workflow
  • Multi-channel support: email, web, phone, chat, social media
  • Mobile support with native iPhone, iPad, and Android apps
  • Robust reporting and advanced analytics
  • Customer facing web interface that you can easily brand
  • Knowledge base portal and community forums included
  • Over 100 out-of-the-box integrations with 3rd party apps
  • Full CSS rebranding
  • Open API enabling seamless integration into your business
  • Multi-brand support with linked accounts
  • Unlimited, free “light agents” (Enterprise plan only)
  • Group rules and macros
  • Screencasting
  • Public and private forums
  • Multi locale (timezone and languages)
  • Export ticket views to CSV
  • SSO with Twitter, Facebook, Google and SAML
  • REST API
  • Pre-built: Salesforce, SugarCRM

How Much Does Zendesk Cost?

Zendesk is a cloud hosted help desk solution available in 4 basic subscription plans:

  • Essential ($5 per month, billed annually; $9 if monthly): per agent. All the fundamentals with minimal setup;
  • Team promo ($19 per month, billed annually; $25 if monthly): per agent. Work together better with your growing team;
  • Professional($49 per month, billed annually; $59 if monthly): per agent. Customize and improve global performance;
  • Enterprise Elite ($99 per month, billed annually; $125 if monthly) per agent. Ultimate control and flexibility that scales.

User Satisfaction

Positive social metions 164
Negative social metions 6
User satisfaction 94%
Financesonline.com score 9.4

  

Technical details

 Devices Supported

  • Windows
  • Linux
  • Blackberry
  • Android
  • iPhone/iPad
  • Mac

Pricing Model

  • Monthly payment
  • Annual Subscription

    Customer Types

    • Small Business
    • Large Enterprises
    • Medium Business
    • Freelancers

    Deployment

    • SaaS

    Zendesk Social Network Presence

    Help Center Branding and Customization

    Zendesk offers one of the most efficient and user-friendly Help Desk features available. It allows companies to design their own online Help Center format to ensure that it matches their unique brand message.

    Customizing and branding your Zendesk Help Center will take your customer support to a whole new level of professionalism. And one of the best ways to improve your Help Center is to use one of the many specially-created templates designed just for Zendesk by LotusThemes.com.

    Lotus Themes customizations can make your Help Center more relevant to your website’s customer service needs by providing designs and formats that will enhance customer experience, as well as make your Help Center easier to navigate. Lotus Themes offers a variety of colors and fonts to give more of a visual impact, and different header and footer models to make your site appear more engaging to your customers. There are also appealing graphics and display themes that can be fine-tuned to your customer demographics, and layout and structure features that are user-friendly for both desktop and mobile site application. All of these factors make for a more responsive website, which can result in higher conversion rates.

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