Markcomm Pitch

Overview

Zendesk is a cloud-based help desk management solution. It offers customizable tools to make customer service portals, online communities, and a knowledge base. The solution has a front-end portal, live chat features and integrates with Salesforce and Google Analytics. Zendesk is used in various verticals like government, technology, and retail.

Zendesk’s customer portal guides the support agents to track the tickets raises and their status. Customers can look at the existing tickets to find answers. If they are still not satisfied, they can raise their own tickets.

Zendesk is completely unified cloud-based call center software to provide ultimate support to your customers professionally. It’s easy for advisors to handle calls in the regular workspace compared to other channels. With this software, you can enhance your customer support system through their detailed history to understand and resolve the most complicated and top-priority cases swiftly. It’s evident that zendesk users have successfully reduced 20% of the support expenses and increased 27% advisors productivity level. If you currently own a call center, you can easily integrate it with an API connection to Zendesk help desk.

Screenshot

Zendesk

Features

  • 360 Degree Feedback
  • Account Alerts
  • Account Management
  • Alerts / Escalation
  • Appointment Management
  • Asset Tracking
  • Assignment Management
  • Automated Routing
  • Availability Management
  • Batch Communications
  • Blended Call Center
  • Call Center Management
  • Call Logging
  • Call Recording
  • Call Reporting
  • Call Scripting
  • Canned Responses
  • Case Management
  • Communication Management
  • Community Management
  • Complaint Monitoring
  • Configuration Management
  • Inbound Call Center
  • Issue Auditing
  • Issue Scheduling
  • Onboarding
  • Outbound Call Center
  • Voice Customization
  • Voice Mail
  • Ticket Management
  • Survey/Poll Management
  • Service Level Agreement (SLA) Management

Specifications

  • Deployment: Cloud Based, Web Based, SaaS Based, iPhone / iPad, Android

Training

  • In Person
  • Live Online
  • Webinars
  • Documentation

Zendesk Users

Available Support

  • Email
  • Phone
  • Live Support

Language Support

  • English

Company Details

  • Company Name: Zendesk

  • Headquarter: United States

  • Full Address:

Reviews

Overall: Zendesk is the most customizable ticket system in the market, a lot of features that can help to automate things. Plus you can also install apps that could be useful.
Pros: Zendesk has a lot of features, and customizable templates, it’s not that easy to use as other CRM, so it may required traning, however this is because the highly customizable settings, and options the products offers. It’s really easy to answer 100 tickets at the same time, using templates that will show the client’s name and information, Overall a really good product, a bit expensive, but it offers a lot of features which makes the product a good product and good benefit.
Cons: It can be very complex/difficult at certain point due all the features that they offer.

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Overall: Zendesk is the CS tool which helps users reach out to us and is a good tool to generate reports, segregate users, improve users experience in reaching out to support team.
Pros: The most liking thing about this software is, its customizable in every way. The software does not have lot of features available, but you can customize yourself (or a developer) the features based on your requirement.
Cons: The service is quite slow and the product even has downtime.

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What do you like best?
Zendesk’s support is just amazing!

Zendesk’s tutorials are also very well written.

I was able to use the instructions very well and understand everything very quickly.

Also the Dashobard is very user friendly.

What do you dislike?
No iframe integration for the Help Center.

Not so many formatting options for the E-Mail signature.

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What do you like best?
The response time is fast, as well as the details provided by the technical support staff can help to resolve the problem. Besides, the support agent will keep follow-up the case until I can resolve the issue.

What do you dislike?
Not clear about the requirements, I need several runs of clarifications even though I had provided all the screenshots in the initial request form.

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