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.
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.
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.
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.
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
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.
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
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.
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.
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.
We have had ZenDesk for almost 4 years now. The value is good for what you pay for but they continue to make very bad changes without telling you. Functionality disappears and they have always lacked some key metrics for reporting.
I can add custom fields, Automate workflow, limit access to fields based on permissions. They have an interface for the iphone and it integrates to their bug tracker. Our customers have their own portal for access and I used to be able to create reports, charts and dashboards.
Things come and go in the UI. Most recently they removed what they call support for fiscal years. In reality you cant create any report or dashboard with data that exceeds 180 days. So now all mine are missing data from earlier. Their solution is to export everything to excel and combine it there. Of course I could create reports going back 4 years in 180 day chunks but not much point of not in one place. They have a new user interface that is coming out which actually make navigating the software slower. They removed a the menu header that let you jump around in the software in favor of tiered droplists to move around. One key piece that has always been missing is the ability to put the tickets age into a report, Seems like basic stuff. Also, their customer support typically takes a day to respond of they respond at all.
Tremendous scaling benefits. Adding more users is not just easy, but we have recourse to ensure that our teams can grow at their own paces without worrying if the software can keep up. Zendesk can absolutely keep it; it does not even flinch.
Consistency: Very few service outages and very little change in UI and product structure. Both of these things create a more familiar and consistent workflow.
Robust: Robust is a buzz-phrase I try and avoid using, but honestly the robustness of Zendesk is one of the primary reasons we transitioned to it away from HelpScout in 2017. Everything is fairly robust; reports, ticket indexing, integrations, customizations, admin tools, inbox monitoring, and so on.
Connectedness: Zendesk makes it super easy to have specific teams stay connected with eachother; not just the support team. We can have folks all across our company set up in Zendesk to help with JIRA reports, historical sales information through Salesforce from our Salesforce admins, folks on research teams, EAMs, and so forth. We can all play in this giant Zendesk sandbox together in our own corners with ease.
Innovation: Zendesk seems to have done all of its innovation years ago as the product has achieved a plateau of functionality of features
Support: I very much dislike Zendesk's support set up. The amount of money you pay them seems to have a significant impact on your ability to get quick support help. Instead, they depend heavily on an open forum system where other Zendesk users try and help support eachother. Often these support threads turn into a bash-fest with poor attitudes.
Weiter unter folgen häufig gestellte Fragen über Zendesk.
Zendesk bietet folgende Kostenpläne an:
Beginnt ab: $5/Monat
Kostenlose Testversion: Verfügbar
Zendesk bietet die folgenden Funktionen:
Zendesk hat die folgenden typischen Kunden:
Freie Mitarbeiter, Großunternehmen, Mittlere Unternehmen, Non-Profit, Öffentliche Verwaltung, Kleine Unternehmen
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
Zendesk hat folgende Preismodelle:
Zendesk unterstützt die folgenden Geräte:
Android, iPhone, iPad
Zendesk kann in folgende Anwendungen integriert werden:
123FormBuilder, Clarizen, ClickDesk, Contactology, Get Satisfaction, Innotas, InsightSquared, Podio, Vivocha, Zendesk Chat
Zendesk bietet folgende Optionen für Kundensupport:
Häufig gestellte Fragen, Forum, Wissensdatenbank, Online-Support, Telefon-Support, Video-Anleitungen