Zendesk is a cloud-based customer service application that is easy to use, flexible, and efficient. It is suitable for all industries that provide customer service. The tool is fully scalable and can easily meet the growing demands of even large multinational enterprises.
Zendesk collects customer feedback from a range of sources such as phone, chat, email, and tweets. Support agents can easily find important queries among the lot and resolve them quickly. The software also offers external info tools to enable agents to resolve issues satisfactorily.
Zendesk provides efficient collaboration tools to enable your agents to work together to resolve complex problems. You can effortlessly generate stats and reports to analyze the performance of your support team. Read our Zendesk reviews further to learn about the app’s benefits and features.
In our Zendesk review we detail the benefits, pricing and more about this software.
Benefits of Zendesk
Converts Emails into Tickets
Zendesk gathers customer feedback from email and this system is equipped with all the required tools. When a customer emails your support unit, the email is converted into a support ticket that incorporates all further communication till the issue is resolved.
Activate Triggers
Use Triggers to automate routine tasks and streamline processes. Set directions to activate a trigger when a specific event occurs. Set triggers in a particular order so that they execute multiple actions. For example, you can set all tickets raised by VIP customers to be managed by specific agents and ensure they get top priority.
Enable Self-Service
Help your customers to help themselves by providing advanced self-service tools such as comprehensive knowledge bases and community portals. Your customers can easily find the answers to basic queries themselves and need not contact your agents.
Customize Your Help Desk Platform
Specialization and individualization help companies to distinguish themselves from the competition. Zendesk facilitates this by providing deep tailoring and customization options. You can utilize custom themes, layouts, and elements to promote your company and brand.
Generate Detailed Reports
Reports are a standard feature on all Zendesk plans. You can easily generate detailed reports on KPIs and metrics such as efficiency, ticket resolution time, agent performance, customer satisfaction, average resolution tome, service level agreement compliance, and daily ticket activity.
You can browse other Zendesk reviews to learn more about this software’s top features and tools.
Overview of Zendesk Features
- Ticket Management
- Surveys & Feedback
- Self Service Portal
- Multiple Brands/Products
- Live Chat
- Known Issue Management
- Knowledge Base
- Incident Management
- Community Forums
- Automated Routing
- Alerts/Escalation
Pricing of Zendesk
Zendesk provides 5 pricing plans:
Essential Plan – $5/agent/month
Features include: email & social channels, basic knowledge base, and web widget & mobile SDK.
Team Plan – $19/agent/month
Includes all features of the Essential plan, plus: branded customer portal and business rules.
Professional Plan – $49/agent/month
Includes all features of the Team plan, plus: multilingual content, CSAT surveys, custom reports & dashboards, and performance dashboards.
Enterprise Plan – $99/agent/month
Includes all features of the Professional plan, plus: custom agent roles, multibrand support, multiple ticket forms, launch success program, and machine learning.
Elite Plan – $199/agent/month
Includes all features of the Enterprise plan, plus: unlimited light agents, 99.9% uptime SLA, 1-hour service level objective, advanced encryption & security, and data center location.
