Zendesk Review: Benefits & Overview of the Top Customer Support Software

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Zendesk is a customer care platform that can grow with your company. It includes all important communication channels such as phone, email, web form, chat, and social media. Plus, you get the option to build an online community and branded knowledge base. The software integrates with more than 500 third-party applications including Salesforce, WordPress, Magento, MailChimp and others. Use the product’s API to create your own custom integrations.

Zendesk provides an inbuilt chat feature and mobile apps for Android and iOS to enable you to offer scalable customer service. Its Help Center offers you plenty of flexibility. To start, you can sign up for the demo and get a guided tour of the solution from a consultant.

In our Zendesk review you can get more info on the suite’s benefits, pricing and other details.

Benefits of Zendesk

Tons of Useful Features

Zendesk is a cloud-based help desk platform that offers customizable features you can use to build a customer support portal, online communities, and knowledge bases. It provides a customizable front-end portal, live chat tools, and integration with third-party programs such as Google Analytics and Salesforce. This program is utilized by small and large companies in a wide range of business sectors including retail, media, government, technology and others.

Efficient Customer Portal

In our Zendesk reviews we found out that support agents can use the online customer portal to track tickets and their status. Customers can first read existing tickets to get answers to their queries. If they are unable to find a solution, they can raise a new ticket in the portal. Companies can brand their support pages with their brand images, themes, and business logos.

Knowledge Base and Online Community

Enterprises can create a knowledge base that offers answers to common queries. Another self-help resource that businesses can set up is an online community where customers can communicate with other users by posting their queries and participating in discussion threads.  

Reliable and Prompt Support

Zendesk’s support section offers you access to the community forum, Getting Started tutorials, and knowledge base. If the self-help resources do not provide you the needed answers, you can contact their support team via phone (separate numbers are given for different nations and time zones), contact form, and social media (to get a fast response).

Multiplatform Solution

Zendesk offers full value for your subscription money as it enables you to engage your customers in a direct and simple manner. It is a multiplatform solution so you can easily provide support to different needs and areas. You can create a list of predefined replies that can be used anytime and configure triggers to get automated responses from the program. Learning to use Zendesk can be a bit complex at first, but once you get the hang of it, you can easily maximize the software’ s full potential.

Overview of Zendesk Features

  • Auditing & admin controls
  • Basic knowledge base
  • Branded Help Center
  • Business hours & SLAs
  • Community forums
  • Hourly Insights analytics
  • Multibrand support
  • Multilingual content
  • Performance dashboards
  • Public apps marketplace
  • Ticket forms
  • Twitter and Facebook channels
  • Unlimited email addresses

Pricing of Zendesk

Zendesk price will vary on the plan you choose. The vendor provides a 30-day free trial and different pricing packages for its various modules:

Zendesk Support Module

Essential – $9/agent per month or $5/agent per month (billed annually)

  • Basic help center
  • Email & social channels
  • Web widget & Mobile SDK

Team – $25/agent per month or $19/agent per month (billed annually)

All Essential features, plus:

  • Performance dashboards
  • Business rules
  • Public apps and integrations

Professional – $59/agent per month or $49/agent per month (billed annually)

All Team features, plus:

  • CSAT surveys
  • Custom reports & dashboards
  • Multilingual content

Enterprise – $125/agent per month or $99/agent per month (billed annually)

All Professional features, plus:

  • Custom agent roles
  • Launch Success Program
  • Multibrand support
  • Multiple ticket forms
  • Satisfaction Prediction

Elite – $199/agent per month (billed annually)

All Enterprise features, plus:

  • 1 hour service level objective
  • 99.9% uptime SLA
  • Advanced encryption & security
  • Data center location
  • Unlimited light agents

Zendesk Chat Module

Lite – Free

  • 1 concurrent chat
  • 30-day chat history
  • Chat rating

Team – $19/agent per month or $14/agent per month (billed annually)

All Lite features, plus:

  • 2 departments
  • 2 triggers
  • Public apps
  • Unlimited chats
  • Widget customization
  • Zendesk Message

Professional – $35/agent per month or $29/agent per month (billed annually)

All Team features, plus:

  • Chat and agent reports
  • Conversion tracking
  • Operating hours
  • Unlimited departments
  • Unlimited triggers

Enterprise – $70/agent per month or $59/agent per month (billed annually)

All Professional features, plus:

  • 24/7 live chat support
  • Real-time monitor
  • Roles and permissions
  • Skills-based routing
  • Web SDK
  • Widget unbranding

Zendesk Talk Module

Lite – Pay for usage only, per agent per month

  • Automatic ticket creation
  • Call recording & voicemail transcription
  • Limit of 1 phone number

Team – Usage sold separately, $25/agent per month or $19/agent per month (billed annually)

All Lite features, plus:

  • Business hours
  • Multiple phone numbers
  • Text messaging
  • Warm transfer

Professional – Usage sold separately, $59/agent per month or $49/agent per month (billed annually)

All Team features, plus:

  • Call monitoring & barging
  • Callback from queue
  • Insights reporting
  • IVR phone trees
  • Real-time analytics

Enterprise – Usage sold separately, $110/agent per month or $89/agent per month (billed annually)

All Professional features, plus:

  • Failover on demand
  • Launch Success Program
  • Monthly Diagnostics
  • Talk usage 99.95% SLA

Partner Edition – Does not include cost of partner solution, $14/agent per month or $9/agent per month (billed annually)

  • Access to telephony integrations & CTI toolkit for:
  • Caller ID & history
  • Embedded softphone
  • Tickets with call data and agent assignment

Zendesk Guide Module

Lite – Free

  • Included with Zendesk Support
  • Google Analytics reporting
  • Knowledge base
  • Support request form

Professional – $19/agent per month or $15/agent per month (billed annually)

All Lite features, plus:

  • Agent knowledge base
  • Community forums
  • Custom themes
  • Customer requests portal
  • Knowledge Capture app
  • Multilingual content
  • Performance dashboards

Enterprise – $34/agent per month or $29/agent per month (billed annually)

All Professional features, plus

  • Content Cues
  • Integrated Knowledge Capture workflow
  • Multiple help centers
  • Team Publishing

Answer Bot – Optional, from $50 per month

  • Automated responses to customers using knowledge base content
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About Author

Kate Stephens is a young and creative graphic designer as well as the mastermind behind AlternativesFinder.com her own startup company aimed at providing customers with reliable and often cheaper alternatives to various popular brands and products from all possible markets.

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