Zendesk

6.1

Overall Score

No User Reviews

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Founded in 2007 by Mikkel Svane, Alexander Aghassipour, and Morten Primdahl, Zendesk offers two proprietary, cloud-based products for business users. The first product, which shares the same name as the company, is the primary means of customer-to-support interaction and features email, live chat, and other follow-up tools. The second product, Help Center, was developed in 2013 and allows businesses to build robust self-service solutions into their websites.

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Overall
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0 User Reviews

The Good

  • Features and Integrations
  • Pricing
  • Embeddables
  • Free Trial
  • Customization

Features and Integrations

Zendesk is a powerful customer service conferencing product that is designed on Ruby on Rails, making it robust and easy to integrate into most websites. Zendesk also offers the following features:

  • Powerful chat analytics that lets a decision maker see key performance indicators
  • Strong integrations with e-commerce platforms and CRM programs such as Magento
  • Helpful mobile solutions build across the board

Pricing

Zendesk offers adjustable, scalable pricing that's great for small and large businesses alike. Starting at $5 per agent per month, agents can use the entry-level service to provide self-service solutions to customers. Once you get up to the Enterprise Elite service level, you'll receive total access to Zendesk's features, including the following:

  • Zendesk Benchmark
  • Multiple support performance dashboards
  • A mobile app optimized for reporting
  • Time tracking
  • Advanced report management updated hourly

Embeddables

One of Zendesk's most unique features is its embeddables, which basically allow you to integrate Zendesk into any application, website, or smart device, bringing customer support to a whole new level. For example, a company that develops games for Android or iOS can integrate a support system right into the app that allows users to start a live chat conversation with a customer support agent from that company. Embeddables allow businesses to reach customers on almost any smart device.

Free Trial

Zendesk offers a free 30-day trial of its Plus level service, which allows you to try out several product features. After the trial period, you can upgrade or downgrade to the plan that best fits your needs, or if you don't feel like Zendesk is the right live chat software for you, you can cancel your subscription all together.

Customization

Zendesk makes it simple to customize the chat experience and analyze information, as well as easily manage your customer interactions. If your business misses a chat, this is indicated in the metrics. Also, all chat sessions can be stored and archived for later. Archived chat sessions are great for determining the type of experience that customers have with your support.

 

The Bad

  • Limitations
  • Few Reporting Options

Limitations

Zendesk does have a fair share of limitations. For example, there are areas where Zendesk hasn't built a certain functionality into its system, leaving business users at the mercy of third-party apps. Additionally, Zendesk does not allow screen sharing with its product, which makes it difficult for support agents to facilitate a hands-on experience with customers. Zendesk also lacks a core video chat paradigm, but there are several third-party plugins for live video chat.

Few Reporting Options

Zendesk offers few reporting options at its lower-priced service levels. The time tracking tools and dashboards are not available below the Plus service level, leaving several business users without these beneficial features.

The Bottom Line

Zendesk is one of the most powerful chat tools in the industry. The company offers several features and integrations, as well as a number of embeddables and customization options. Zendesk offers a 30-day free trial and affordable, scalable pricing thereafter. Although there are a few limitations to Zendesk's service, the company still offers one of the best live chat softwares on the market.

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