Zendesk

Zendesk

Cloud-Kundendienst-Software

4.3/5 (2089 Bewertungen)

Zendesk Übersicht

Zendesk ist die weltweit führende Cloud-basierte Service-Software-Lösung, der über 40.000 Organisationen vertrauen. Unternehmen wie Groupon, Box und Zappos verwenden Zendesk, um Kosten zu senken, Produktivität zu steigern und Kundenzufriedenheit zu erhöhen. Zendesk ist sowohl beim Kundendienst-Team als auch bei Kunden wegen des fantastisch einfachen Interfaces beliebt. Zendesk ist einfach auszuprobieren, zu kaufen, zu implementieren und zu nutzen. Zendesk lässt sich nahtlos in alle Support-Kanäle integrieren, wie E-Mail, Web, Chat und Social Media. Es können beliebig viele Kunden-Service-Agenten bereitgestellt werden, 5, 50 oder 500. Zendesk wird von Unternehmen mit Tausenden von Agenten und mit Zehntausenden von Tickets pro Tag verwendet.

Preis

Beginnt ab
5,00 $/Monat
Preisoptionen
Kostenlose Testversion
Abonnement
Preis-Leistungs-Verhältnis

Geräte

Unternehmensgröße

K
M
G

Märkte

Asien, Australien, Brasilien, Kanada, China und 5 weitere , Europa, Deutschland, Indien, Japan, Lateinamerika

Unterstützte Sprachen

Arabisch, Chinesisch (vereinfacht), Chinesisch (traditionell), Tschechisch, Dänisch und 16 weitere , Niederländisch, Englisch, Finnisch, Französisch, Deutsch, Hebräisch, Italienisch, Japanisch, Koreanisch, Norwegisch, Polnisch, Portugiesisch, Russisch, Spanisch, Schwedisch, Türkisch

Zendesk Bewertungen

Gesamtbewertung
4.3/5
87% Positive Bewertungen
1067
Ausgezeichnet
755
Sehr gut
204
Durchschnitt
40
Gering
23
Schlecht
Neyda jose M.
Mit Google übersetzen

Excellent customer service solution

Täglich für 6-12 Monate genutzt
Bewertet am 22.5.2019
Quelle der Bewertung

This software has been really efficient since not only it allows to give a good attention to the client but also it is possible to do a follow-up to the attention agents to know who stands out the most, who are available to take care of the client and this makes that not wait for any client but all are served in the best way possible and you can solve their problems in the shortest time, there is also no way to have a collapse in the channels as there are different channels of attention that can be chosen to suit each client, that is why I think Zendesk is a tool with great potential and can be used in any type of company regardless of the size of it.

Vorteile

Zendesk is a customer service software with very relevant features that make me like it, one of them is that it has an extremely friendly interface, since it can be customized which allows it to be easy to use, allows the agent to have information about who the client is, in this way the help process becomes simpler and faster, the client can choose because they want to be served because this software provides different channels as an option being all in real time, besides it offers a highly efficient ticket management efficient since agents can create different notes on the same ticket and even several of them can serve the same client making the process much more efficient and the best thing is that through it you can track users as well as the tickets which is a great advantage since an order is maintained.

Nachteile

Despite being extremely efficient in terms of providing the most optimal tools to make the customer service process simpler and faster and adjusted to the needs of each client, this software still has some things that should improve as is the case of providing plans that can adjust more to each company since their plans has a fairly high price, also the creation of reports is very efficient but it is not easy to use so it can take more time than expected to complete the same

Verteilung der Bewertung

Preis-Leistungs-Verhältnis
Bedienkomfort
Kundenbetreuung

Weiterempfehlungsquote

9.0/10
Michele R.
Mit Google übersetzen

It's what everybody's doing

Täglich für Mehr als 2 Jahre genutzt
Bewertet am 12.3.2019
Quelle der Bewertung: Capterra

Overall, Zendesk makes customer service more efficient. As a manager, I'm able to see my employees satisfaction ratings, how long they spent that day answering emails, how long it takes them in general to answer an email, how long they spent on the phone, etc. Zendesk has been great in streamlining my customer service team while also optimizing the customer's experience.

Vorteile

Seems like Zendesk is the go-to for any e-commerce site these days. I wish there was another company that had the same amount of features and functionalities as zendesk does but I haven't found one. The chat widget is easy to implement and I like the option to have the "help" functionality act as a buffer between the customer and chat- we have the customer first try to find the answer to whatever question they have by searching our "help" articles. Then, if they can't find the answer they're looking for there, they can choose to chat with a live agent. This helps our customer service agents get the most out of their time- they're not chatting answering obvious questions that can be found all over our website (for the most part..).

Nachteile

What I like least about Zendesk is the automated "your ticket is open" and "your ticket is closed" functionality. This confuses customers a lot. We will close a ticket (email chain) and then zendesk automatically sends out to the customer a separate email that says "hour request is now closed." This really confuses customers- especially older ones. They'll send us a separate email saying "what request? what is closed" and we have to explain it to them, and then close the ticket again, thus sending the same "your request is now closed" email to them. Sometimes it's an endless circle.

Verteilung der Bewertung

Preis-Leistungs-Verhältnis
Bedienkomfort
Kundenbetreuung

Weiterempfehlungsquote

8.0/10
Erica d. B.
Mit Google übersetzen

Great software, terrible support (ironically); Hope you don't have to leave

Täglich für Mehr als 2 Jahre genutzt
Bewertet am 6.9.2018
Quelle der Bewertung: Capterra

Our company has been using Zendesk for 5-7 years. I was not personally around when we onboarded it, but I have worked with it for over 3 years now. We have terrible trouble any time we did need support, for a system problem or a question we couldn't answer ourselves via their expansive maze of KnowledgeBase. The support reps at Zendesk have been accusatory, excuse-ridden, and most of all don't even read the tickets you submit to understand the problem (Zendesk support actually became an office joke. That's about the time we decided we had to look for another tool). When we met with our Account Rep to try to get some of the issues worked out, we were told basically that we weren't even supposed to have gotten the level of support we had received, and proceeded to explain how SaaS works (we're a software company, mind you).

I think Zendesk simply got too big too fast, and somewhere along the way decided that the businesses using their product aren't important anymore. They lost this long-term customer.

Vorteile

Zendesk as a tool does what it is supposed to do, and it does it well. We used Support + Guide products, for ticketing for our e-learning business, and also for our Self-Serve support (knowledgebase). It is full-featured, and comprehensive. As far as support rep work goes, it's simple, to the point, and it integrates well with many tool because it is such a large company. It is designed for an enterprise company.

Nachteile

Because it is so full-featured, it can be years' work to get everything set like you need, and they provide little to no assistance. Some of the basic settings are so deep and so spread out, you'll spend hours reading through Help articles to understand how to customize your ticket form. It is NOT small-business friendly, it is really meant for large companies with someone dedicated to maintaining this software.

Verteilung der Bewertung

Preis-Leistungs-Verhältnis
Bedienkomfort
Kundenbetreuung

Weiterempfehlungsquote

0.0/10
Thamara P.
Mit Google übersetzen

Quick and easy implementation to my Support Center

Täglich für Mehr als 1 Jahr genutzt
Bewertet am 27.7.2018
Quelle der Bewertung: Capterra

Zendesk is an easy-to-use, dynamic, intuitive customer service tool that allows the use of macros to optimize messages to customers.
Zendesk is easy to implement and with adaptable prices. I have recommended this tool to several friends for their organizations

Vorteile

Zendesk is an excellent tool for the management of requirements or requests. It facilitates the management within my Support Center.
It allows to automate response to our customers. Also, customize the tool according to the type of company.
From this tool I manage to serve the internal and external clients of my organization. As well as, send satisfaction surveys once the support is finished.
Their specific user roles allowed me to implement the tool in the organization in a short time, even without investing much time in training because it has very good material for users on the web.
What I like most about Zendesk is to be able to automate the responses to clients and macros.
Zendesk has elements for case management, live chat, design a knowledge base, have a panel to the client. Since we included this tool in the company we have improved our response levels in the support tickets and with this to customer service.
I like the flexibility of purchase packages or use of the tool, through payment by users or agents. Also, although we have not configured it for now, it is interesting to integrate with VoIP to take the call from customers or interested parties.

Nachteile

Zendesk for being a tool for customer service would be interesting to link or customize good practice agreements at the service level and operational.
We as a client can add response times, and define with a category that is requirements or request and that are incidents.
Next, what features Zendesk would need:
* Add response time according to the type of requirements or request.
* Define type of requests and incidents
* Get graphs by type of incidents
* Get graphs with crossings between service agreements and operational agreements. This would allow us to measure the effectiveness of the support center based on agreements with customers
* Have notifications every time you are consuming the time of a ticket, considering the times of agreements at the service or operational level
* Have a video call

Verteilung der Bewertung

Preis-Leistungs-Verhältnis
Bedienkomfort
Kundenbetreuung

Weiterempfehlungsquote

10.0/10
Whitney S.
Mit Google übersetzen

Clean and user friendly!

Täglich für Mehr als 1 Jahr genutzt
Bewertet am 9.3.2018
Quelle der Bewertung: SoftwareAdvice

ZenDesk really is the best CRM I have ever used, and I was in customer service for 10 years. By far and away the most intuitive, simple and clean user experience you will have for a consumer facing CR interface.

Vorteile

My consumer care team went from using another CRM to ZenDesk and it was like night and day! Cluttered to organized! Overwhelming to clean and easy to navigate! The best feature, in my opinion, is the ability to search for tickets by contact, user or subject and merge those tickets into one. That way you don't have to respond to multiple ticket from the same consumer about the same issue, you can clear those all out at once while creating a better consumer experience (one outbound email). Similarly, the ability to mass select tickets and close at the same time either as Will Not Address (which is a great option) or you can mass select and close using one macro/template. This is particularly helpful when your site has experienced a glitch and you've gotten thousands of tickets about the same issue, you can close them all at once when the issue is resolved or if you have an update. Speaking of macros, having an easy place to store your personal templates as well as share the best templates from your team is a game changer. No more keeping templates stored in random docs and then copying/pasting. Overall, I love ZenDesk! It must have been desinged by people who have been in customer facing roles or focused group the pain points for CRMs incredibly well.

Nachteile

I really do love this product. The only thing to mention that could use improvement is the (seemingly) constant outages. There were some days where we would have to wait hours to get back in to the tool. I will say, though, customer support was always on top of it and super responsive.

Verteilung der Bewertung

Bedienkomfort
Kundenbetreuung

Weiterempfehlungsquote

8.0/10

Zendesk Preis

Beginnt ab
5,00 $/Monat
Preisoptionen
Kostenlose Testversion
Abonnement
Preis-Leistungs-Verhältnis

Zendesk Funktionen

  • API
  • Aktivitäts-Dashboard
  • Automatische Benachrichtigungen
  • Berichterstattung und Statistik
  • CRM-Integration
  • Chat
  • E-Mail-Integration
  • Echtzeitüberwachung
  • Integration von Dritten
  • Kontakt-Historie
  • Kundenspezifisches Branding
  • Multi-Channel-Kommunikation
  • Priorisierung
  • Social-Media-Integration
  • Sofortnachrichten
  • Ticket-Management
  • Umfragen & Feedback
  • Wissensdatenbank
  • Workflow-Management
  • Überwachung

Zusätzliche Informationen für Zendesk

Schlüssel-Features von Zendesk

  • Echtzeit-Updates
  • Flexibles Ticket-Management mit automatisiertem Workflow
  • Gruppenregeln und Makros
  • Leicht zu kennzeichendes Web-Interface mit Blick auf die Kunden
  • Mehr-Marken-Unterstützung mit verknüpften Konten
  • Mobile Unterstützung mit nativen iPhone, iPad und Android-Apps
  • Multi-Channel-Unterstützung: E-Mail, Web, Telefon, Chat, Social Media
  • Multi-Gebietsschema (Zeitzone und Sprachen)
  • Open API ermöglicht eine nahtlose Integration in das jeweilige Unternehmen
  • REST-API
  • SSO mit Twitter, Facebook, Google und SAML
  • Screencasting
  • Ticket-Ansichten in CSV exportieren
  • Umfassende Berichte und erweiterte Analysen
  • Unbegrenzte und kostenlose "leichte Agenten" (nur beim Enterprise-Plan)
  • Vollständige CSS-Markenumstellung
  • Vorgefertigt: Salesforce, SugarCRM
  • Wissensdatenbank-Portal und Community-Foren enthalten
  • Öffentliche und private Foren
  • Über 100 out-of-the-Box-Integrationen mit Anwendungen von Drittanbietern

Zendesk Häufig gestellte Fragen

Weiter unter folgen häufig gestellte Fragen über Zendesk.

F. Welche Preispläne bietet Zendesk an?

Zendesk bietet folgende Kostenpläne an:

Beginnt ab: 5,00 $/Monat

Preismodell: Abonnement

Kostenlose Testversion: Verfügbar

F. Was sind die Hauptfunktionen von Zendesk?

Zendesk bietet die folgenden Funktionen:

  • Leicht zu kennzeichendes Web-Interface mit Blick auf die Kunden
  • Ticket-Ansichten in CSV exportieren
  • Flexibles Ticket-Management mit automatisiertem Workflow
  • Vollständige CSS-Markenumstellung
  • Gruppenregeln und Makros
  • Wissensdatenbank-Portal und Community-Foren enthalten
  • Mobile Unterstützung mit nativen iPhone, iPad und Android-Apps
  • Multi-Gebietsschema (Zeitzone und Sprachen)
  • Mehr-Marken-Unterstützung mit verknüpften Konten
  • Multi-Channel-Unterstützung: E-Mail, Web, Telefon, Chat, Social Media
  • Open API ermöglicht eine nahtlose Integration in das jeweilige Unternehmen
  • Über 100 out-of-the-Box-Integrationen mit Anwendungen von Drittanbietern
  • Vorgefertigt: Salesforce, SugarCRM
  • Öffentliche und private Foren
  • REST-API
  • Echtzeit-Updates
  • Umfassende Berichte und erweiterte Analysen
  • SSO mit Twitter, Facebook, Google und SAML
  • Screencasting
  • Unbegrenzte und kostenlose "leichte Agenten" (nur beim Enterprise-Plan)

F. Wer sind die typischen Nutzer von Zendesk?

Zendesk hat die folgenden typischen Kunden:

Freie Mitarbeiter, Großunternehmen, Mittlere Unternehmen, Non-Profit, Öffentliche Verwaltung, Kleine Unternehmen

F: Welche Sprachen werden von Zendesk unterstützt?

Zendesk unterstützt die folgenden Sprachen:

Arabisch, Chinesisch (vereinfacht), Chinesisch (traditionell), Tschechisch, Dänisch, Niederländisch, Englisch, Finnisch, Französisch, Deutsch, Hebräisch, Italienisch, Japanisch, Koreanisch, Norwegisch, Polnisch, Portugiesisch, Russisch, Spanisch, Schwedisch, Türkisch

F. Welche Preispläne bietet Zendesk an?

Zendesk hat folgende Preismodelle:

Abonnement

F. Unterstützt Zendesk mobile Geräte?

Zendesk unterstützt die folgenden Geräte:

Android, iPhone, iPad

F. Mit welchen anderen Applikationen integriert Zendesk?

Zendesk kann in folgende Anwendungen integriert werden:

123FormBuilder, Clarizen, ClickDesk, Get Satisfaction, Innotas, InsightSquared, Podio, Vivocha, Yonyx, Zendesk Chat

F. Welche Varianten der Kundenbetreuung bietet Zendesk an?

Zendesk bietet folgende Optionen für Kundensupport:

Häufig gestellte Fragen, Forum, Wissensdatenbank, Online-Support, Telefon-Support, Video-Anleitungen