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Zendesk is a web-based customer service software that brings together requests from different channels such as email, chat, phone, and social network apps into one system. It is a complete support ticket system that helps companies have a closer relationship with their customers through better communications. As software-as-a-service, it is a scalable platform that not only provides users with a unintimidating online environment that allows them to find what they need quickly, but also provide the customer companies data to further improve their performance and consequently, their relationship with their clients.
Features, Benefits, Strengths
All Conversations in One Place – Zendesk customer service software allows users to handle and support multiple communication channels. It has support for unlimited email addresses to keep this communication channel organized. Company social network pages on Facebook and Twitter can be connected with the system. It can take customer calls, route them to mobile phones of support personnel, and transcribe them into inbound tickets. It also has live chat features for simultaneous multiple customers. All these channels can be managed with one system for better communications with customers.
Streamlined Support with Time-saving Tools – As a complete support ticket system, it also has tools to help the support personnel. For example, it employs triggers for repeating actions so it will not have to be manually done every time the event occurs. It is an automation function that allows users to program a set of actions when a particular event happens, such as when a VIP customer tweets a request. When this event happens, it will “trigger ” a ticket that will be assigned to a particular support personnel, for example. It also has ticket views and other agent productivity tools to help support personnel get to the heart of the issue quickly and have only meaningful conversations.
Self-Service, Branding, Apps and Integrations, and more – Zendesk has Help Center that allows companies to create a user-friendly online space where people can help themselves find the answers to their questions. It can create a knowledge base, community and client portal with the identity and branding of the company. It has customization tools so that your customers will not even know they are using the software. It also has reporting and analytics to help companies measure their performance as well as customer satisfaction. It integrates with over a hundred apps through its API. Some of these integrations include with Box, Drupal, Freshbooks, Google Apps, Harvest, Joomla, MailChimp and Microsoft.
Zendesk customer service software has five plans priced at a per agent basis. The Starter plan is priced $1 dollar per agent per month billed annually or $2 per agent billed monthly. The Regular plan at $25 per agent billed annually is ideal for small teams. The Plus plan at $59 provides advanced analytic features on top of the basic features. A 30-day free trial period is available wit the Plus. The Enterprise plan at $125 provides the proper scaling for a larger or growing company, and the Enterprise Elite at $195 per agent is afforded the best features and support services.
Zendesk is a support ticket system for a company of 1 to 1000 (or more). It is ideal for any business or organization that wants to have a better way to communicate with its customers and support them for their product purchase or for availing services. It is highly suited for help desk and support staff, either dedicated or handling multiple clients.
This software supports 14 languages including English (US & UK), German, Dutch, French, Italian, Portuguese, Spanish, Danish, Russian, Chinese (Simplified & Traditional), Korean and Japanese.
Some of their Clients
Clients include 20th Century Fox, Artists.MTV, Box, Elance, Fiverr, Gilt Groupe, Groupon, Lonely Planet, L’Oreal, Leslie Corporation, Rally.org, Scribd, Vodafone, Zoosk, and Zuora
Kaitlyn Jankowski of Charity: Water stated that customer support is key to the success of the organization. With Zendesk, their customers were able to find what they were looking for quickly.
Ryan Riddle of Box stated that the business rules analysis allowed them to gauge their performance and look for spots where their workflow can be more efficient.
Zendesk’s unique approach in allowing users to listen to their customers in many ways and respond to them easily and quickly that delights them has resulted in a new way of customer engagement. It is a highly innovative and scalable product that will fit seamlessly and result in productivity.
Zendesk is a product of Zendesk, Inc., a privately held company with headquarters in San Francisco, California. It was founded by Mikkel Svane (CEO), Morten Primdahl (CTO), and Alexander Aghassipour (CPO) in 2007 in Copenhagen, Denmark. Using Ruby on Rails platform, the three designed and coded a Web-based customer service software that was well accepted by customers who grew to about 1000 in just two years. The company received seed investment funding and moved to the US. Since then, its customers grew, now numbering at 40,000 accounts. It continued to receive investment funding of about $85 million as of 2012. It has opened offices in other countries such as Australia, Denmark, UK and Japan, with total employees of more than 500. The goal of the company is to continue helping to bring companies and their customers closer together.
Jose Santos is a long-time contributing writer for project-management.com. He is a subject matter expert in the field of project management and has many years of experience writing about project management software and tools. He has written hundreds of articles for the project management industry, including numerous software reviews, book reviews, training site reviews, and more.