Zendesk-Pros and Cons

General Information

Zendesk is a powerful and flexible customer self-service software, which can scale itself as per the business requirement. It supports customers in over 30 languages. Its robust support and flexibility support constant changes and constant development.
Zendesk have multi-channel support: email, web, phone, chat, social media, and one dynamic and user-friendly platform for user interactions. Its AI answered bot can redirect you to the relevant article in the FAQ section.
It has mobile support with Mobile support with native iPhone, iPad, and Android apps, and open API which enable us to seamless integrate of your business.

Newer Innovations in Zendesk
Its automated service management tool helps in solving routine problems quickly and helps IT team in managing service request easily. Their support ticketing feature solves the customer’s queries smartly and efficiently by instantly creating the customer service tickets from their queries.
Zendesk scales your customer service capacity and can change according to the budget and need of your business. It connect the customer’s on their webpage to the live chat and removes the confusion of the customer.
Why we use Zendesk?
Zendesk help companies of all sizes solve their business problems.
It provide a platform for the user to access the information and perform task without any customer support representative.
Companies uses this tool to provide any time support to the customers.
It makes the process of customer support fully automated and easy.

Industry Positive Comments

Some of the customers said that it has clean and user-friendly interface.
Query ticketing makes it easy in dealing with queries in high time.
Some customers said that it is a wonderful CRM tool for small size businesses.

Needs Improvement

Some of the customers said that their agents have less knowledge about the product, and promise things that are not true. Its integration with facebook is not great, it has some issues with notification.
Some customers don’t like the recent change of the ticket information layouts, they said that it is confusing.

Similar Products in the Industry
Some of the similar search products in the industry are Monday.com, Freshdesk, Jira Service Desk, Zoho Desk, Whatfix, Oracle Service Cloud, LiveAgent, Helpshift, WalkMe, TeamSupport.

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