Über Zendesk
Zendesk ist eine cloudbasierte Helpdesk-Management-Lösung, die anpassbare Tools zur Erstellung eines Kundenserviceportals, einer Wissensdatenbank und von Online-Communitys bietet. Die Lösung bietet ein anpassbares Front-End-Portal, Live-Chat-Funktionen und die Integration in Anwendungen wie Salesforce und Google Analytics. Zendesk wird von kleinen bis hin zu großen Unternehmen in einer Vielzahl von vertikalen Märkten eingesetzt, einschließlich Technologie, Regierung, Medien und Einzelhandel.
Das Online-Kundenportal von Zendesk hilft Support-Mitarbeitenden dabei, erstellte Tickets und deren Status zu verfolgen. Kunden können bestehende Tickets durchsuchen, um Antworten auf Fragen zu finden, die ihrer Frage ähneln, und ihre eigenen Tickets im Portal erstellen, wenn sie das nicht zufriedenstellt. Zendesk bietet auch Branding von Support-Seiten mit Business-Logos, Themen und Markenbildern an.
Zendesk ermöglicht es Unternehmen, eine Wissensdatenbank aufzubauen, um einige der häufigsten und sich wiederholenden Fragen anzusprechen. So können Kunden grundlegende Fragen durchgehen, die im Allgemeinen gestellt werden. Mit Zendesk können Unternehmen auch eine Online-Community einrichten, in der ihre Kunden Fragen posten und auf laufende Diskussionsthreads antworten können.
Zendesk Preis
Zendesk bietet keine Gratisversion, aber eine kostenlose Testversion. Die kostenpflichtige Version von Zendesk ist ab 19,00 $/Monat verfügbar.
Alternativen für Zendesk
Zendesk Erfahrungen
Funktionsbewertung
- Branche: Finanzdienstleistungen
- Unternehmensgröße: 501-1.000 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
A lot of features and fast and easy to use ticket system
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.
Vorteile
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.
Nachteile
It can be very complex/difficult at certain point due all the features that they offer.
Warum Zendesk gewählt wurde
Because we were trying to find a more customizable option :)Zuvor genutzte Software
Salesforce Sales Cloud
- Branche: Metallabbau
- Unternehmensgröße: 51-200 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
-
Quelle der Bewertung
Need help from Zendesk? Forget it. Don't even bother.
Horrible. I only use this software because it would be a hassle porting all existing tickets over to a different platform. I needed billing support from them, and my ticket was 'escalated' to the Finance department, but nobody ever got back to me in time. Literally a few days went by and not one word from my Zendesk agent. They have a poor support system. So, if you don't ever need help with anything and know what you're doing, then ZD is probably for you.
Vorteile
The software functions nicely. It is very well put together. They make it easy to run a help desk.
Nachteile
The support, or lack thereof. If you need support for this software, they take a long, long time to get back to you. You better know what you're doing, because if you need to get a hold of them, I wish you the best of luck.
In Betracht gezogene Alternativen
FreshserviceWarum Zendesk gewählt wurde
A couple years ago, Freshdesk was lacking in features. I recently discovered they updated their platform.Zuvor genutzte Software
FreshdeskGründe für den Wechsel zu Zendesk
Features- Branche: Computer-Software
- Unternehmensgröße: 5.001-10.000 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
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Quelle der Bewertung
Great option for customer service agents.
Overall, I enjoy using Zendesk. It's a great way to interact with your customers and I wouldn't hesitate to recommend it as an option.
Vorteile
Zendesk is a fairly simple to use platform for customer support. It's easy to keep track of tickets that come in and respond via email, and the chat function works well too. Being able to set an autoresponder is great for when the team is away.
Nachteile
I felt like the interface was a little clunky, and it was a little awkward needing to jump around to different pages. Sometimes it was a little ambiguous whether you were actually logged out of chat or not.
- Branche: Finanzdienstleistungen
- Unternehmensgröße: 11-50 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
Stay Away
Customer support is terrible, they do have an unqualified customer success team. We requested a feature and it took them over 5 months with emails back and forth to let us know they can get it done. When i tried to cancel the contract they said we can not cancel it because you have another 1 year on a contract which was incorrect. the success manager was still thinking we are in 2019 after i pointed that out they still refused to cancel the contract. My advice to this company is a legacy and you should look into a more modern system and there is alot of them out there.
Vorteile
At first, we liked using them, we had no issues with their system until they started adding extra products that were not native. for instance, their chat app slowed down our website by at least 30%, we tried intercom and immediately had positive feedback from our users.
Nachteile
Their chat software will consume the life out of your website performance.
In Betracht gezogene Alternativen
Freshdesk
- Branche: Computer-Software
- Unternehmensgröße: 11-50 Mitarbeiter
- Täglich für 6-12 Monate genutzt
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Quelle der Bewertung
Zendesk Makes Support Easy
Overall, working with Zendesk has been a breeze. It's user-friendly, simple and quick. The Zendesk team is always available to answer questions or help you pull reports. I never want to use another ticketing system.
Vorteile
Zendesk is super easy to use. Our Support team loves how simple it is to find and response to customer requests and issues. Zendesk also makes metrics tracking extremely easy with pre-fab dashboards that are quickly customizable.
Nachteile
There are a few integrations that could use some work, like the Zendesk //Hubspot integrations. One of them is great, but the other does not provide much value.
Warum Zendesk gewählt wurde
Front was not as intuitive as Zendesk. Front it also an email management system and does not support the needs of a ticket-based support team.Zuvor genutzte Software
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