Zendesk

Jun 28, 2022

Introduction

Zendesk is a tech company that makes software-as-a-service (SaaS) products related to customer support, sales, and other customer communications.

Their mission is to improve customer relationships and they pride themselves on building software that is powerful and flexible and can scale to meet the needs of any size business.

 

Main Features

Ticketing management – Track, prioritise, manage, respond to, and resolve customer queries or employee requests on the dashboard. You can also keep all interactions with customers in one place whether they contact you on email; public social media like Facebook; or social messaging like WhatsApp, WeChat, X (Twitter) Direct, etc.

Reporting and analytics – Use the analytics and reporting feature to collect, measure, and improve the entire customer experience. Get valuable customer service and sales data such as agent performance or customer satisfaction.

Zen Chat – Zendesk Chat allows you to address the customer’s questions faster via the web, mobile, and messaging without interrupting their experience.

Self service – Self-service portals and/or FAQ sections let customers access information without needing to speak to an agent. This frees agents up to spend more time on complex cases.

Integration – You can find apps, themes, and everything you need in the Zendesk marketplace.

Security – Zendesk uses best practices and industry standards to achieve compliance with industry-accepted general security and privacy frameworks.

Pricing

Zendesk offers three packages to choose from:

Startups-  Eligible to get Zendesk for free for six months

Suite Team – $55 (per agent/month billed annually)
Features include:

  • Industry-leading ticketing system
  • Messaging across web, mobile and social
  • Email, voice, SMS, and live chat support
  • Help center – SINGLE
  • Easy-to-set up automations & workflows
  • AI-powered automated answers – UP TO 50
  • Unified agent workspace
  • Reporting and analytics – PREBUILT
  • Data and file storage – STANDARD
  • 1,000+ apps and integrations – PREBUILT
  • Robust APIs – STANDARD RATE LIMIT
  • Online support from the Zendesk team
  • Onboarding and adoption guidance
  • New AI agents

Suite Growth $89 (per agent/month billed annually)
All Suite Team features plus:

  • Self-service customer portal
  • AI-powered knowledge management
  • Customizable ticket layouts
  • Light access licenses – UP TO 50
  • Service Level Agreement (SLA) management
  • Multilingual support and content
  • New AI agents

Suite Professional – $115 (per agent/month billed annually)
All Suite Growth features plus:

  • Multilingual support and content
  • Conversation routing based on agent skill
  • Integrated community forums
  • Private conversation threads
  • Customizable and shareable dashboards
  • Advanced voice capabilities
  • Data Location Options
  • HIPAA compliance
  • Events Connector for Amazon Web Services
  • New AI agents
  • Eligible for Advanced AI add-on ($50 per agent/month)
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Pros

  • One of the few solutions that offer phone support.

  • Powerful Features

  • Omnichannel Support

  • Integrations

Cons

  • They do not offer a free trial like some of its competitors.

  • Limited reporting

  • Not Ideal for Simple Needs

FAQs

Zendesk offers a variety of resources and tools to help with setup. The complexity depends on your chosen plan and desired functionalities. They have a user-friendly interface, but for advanced configurations, you might need some technical expertise or Zendesk support.

Zendesk offers migration assistance through its paid migration service or its network of partners. The level of assistance depends on the plan you choose.

Zendesk offers features to help with compliance, but it’s ultimately your responsibility to ensure your use of Zendesk meets specific regulations. Consult with legal counsel to determine your needs.

Zendesk offers a robust app marketplace with numerous integrations for various business tools. You can also leverage their APIs for custom integrations.

Zendesk offers plans suitable for businesses of all sizes. However, some features might be overkill for very small businesses. Consider your specific needs and budget when deciding.