Zendesk is a customer support solution with built-in ticketing, conversational messaging, and live chat, designed to help businesses of all sizes and industries deliver personalized service at scale. Zendesk's AI agents are trained in CX to help Service teams resolve customer issues faster and more accurately while still providing a human-centered experience. Zendesk ultimately aims to help businesses improve time to value, reduce effort per ticket, and keep costs low.
Landing pages. Say, a webinar optin page. Or a lead magnet optin page. People can be persuaded to believe that others like the lead magnet and don't want to be left behind and also they can trust others opinions. So, having a widget on these pages that shows, "XYZ just signed up" can help with getting more sign ups. A widget that shows the amount of people that are looking at a certain page is also beneficial. The best thing to do, is to test at all times. See if the conversion rate is increased or if it drops. And test variations of the widget one at a time. Sometimes, it helps, but in some cases, one can see little difference. So the key is to test. We used it on a front page and we optimized it for speed. We saw that we had several things that slowed our site down. So we decided to take away some of the items. This included our widget from Provely. It does not take a lot of resources, but we were super savvy and wanted the optimal speed. We might revert back into adding it again, but for now, we stripped the page for all extra baggage so we were certain that we had the correct overview on the speed that was needed. The widgets can be less appropriate also, if one wants full attention to the copy on a page. This is also a savvy choice. So the key is to TEST, again... To determine if it helps or halts conversions. This example we are seeing on direct response sales pages in the make money online nice. They rarely use this. Some do. So again, testing will determine the effect. (A savvy user tests, but even those, skip it some times, so it is best to use your own due diligence)
Zendesk is good for small teams where work is not passed along to internal teams or situations where escalations lead to further customer interactions and no further oversight is needed. It is weak as a product for larger and medium-sized companies, where processes are in place that are not aligned with its workflow, as it is a very rigid tool.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Is there a way for AEs and CSMs to be informed in a weekly summary of all their accounts and any tickets? Example: Disney submitted a ticket on XYZ. Google has an urgent issue on X still unresolved.
Is there a way for CSMs or AEs to have a Dashboard that's specific to their accounts instead of seeing all the tickets in the queue that are not relevant to them?
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
We see the professional look it gives, and the live proof it provides. It helps with conversions, so we want to be sure we have the optimized numbers for our business. It is worth keeping so we earn more leads, and sales by piggybacking on the psychological effect of FOMO and more. We believe it is a must have in our arsenal, at least on selected pages.
Zendesk is an amazing tool for communicating with your customers easily. The communication tickets from sellers to us or from us to sellers are stored, and there are statuses used to make communication easy. We have internal conversations between departments, linked with useful software such as Zingtree, Talkdesk, and Webs.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
Pros: The agent interface is sleek, contemporary, and relatively easy to learn compared to many other enterprise tools. For common tasks, admins are given point-and-click options- adding fields, modifying workflows, constructing macros. The knowledge base (Guide) editor is easy to use for non-developers. Drawbacks: Once you move past the initial things - complex automations, reporting/analytics in Explore, and/or customizations integrating the API, it requires much more advanced training to use successfully. Navigating between the different modules (Support, Explore, Chat, Guide) can feel very disconnected; often you are reminded that it really is a "suite" of products brought together -not really one unified platform. If you're using multiple brands managing simultaneous support tickets, or heavily customizing workflows to meet your brand, you may run into a bit of struggle with usability. So: it's a lot more user friendly than the palaces (Salesforce Service Cloud, ServiceNow), but is not used as quickly or with as much streamlined flow as a product made for a small shop. So if you are looking for a great balance, this is a good option if you are a net new organization or an organization on their way to scaling from 15 - 50 employee. Expect some elbow grease from the admin team once learning, adapting, and working efficiently once you move past the basics with your support tickets and initial customizations.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
We had a question... We asked about a certain feature... One that was not present. So, what happened is that they responded quickly, but also, they developed the feature FOR US, which is unprecedented in many ways. It is not the norm, so we were taken great care of. The support was more than helpful and we would recommend them any day of the week.
We rarely need to contact their support team, but when we do they are responsive. However there have been notable times when communication between myself and the support rep was challenging despite me providing clear explanation of the issue, screenshots, and a thorough explanation of the goal we hope to achieve. It took several back and forth attempt, on a few occasions, to get resolution on an otherwise simple request
Zendesk has tons of available material for training - videos, webinars, articles, etc. The only reason this is not a 10 is because it can be hard to figure out how to navigate to these things and find what you are looking for.
The only thing to note, if you're afraid of tech, get the developer to install the code. You can do the design, but maybe get someone to install the code, again, it is done in minutes. Maybe 5. The other thing to note, keep an eye on your stats and analytics. You install this for a reason, to help with conversions. The only way to know for sure if it is right for your page(s) is to track it. If it does not aid your % it is of no use. Not EVERY page will be a candidate at all times. BUT, most are. So my advice is to go for it, get it set up. Track your before and after. If you an uplift in your % then keep it. If there is no visible change, maybe you're not tracking the right metrics over the right amount of time, so check if you can track deeper. If you have tracked really well, and not seeing an uplift, maybe change the wording, the widget, or the placement of it. And keep tracking. If there is no change short-term or long-term, then I would reflect on the usage. It is made to uplift conversions and it does so. But it is your job to place it where it matters, like on a lead magnet page, where others can see that they are not alone in both wanting and/or taking action and physically signing up to a lead magnet. So, again, my advice, get it set up. You will most likely do the job right on the first go, and from there, enjoy, and keep tracking
I was very satisfied. They have a free trial for 30 days and I recommend you do that and use it. It is very easy to get started with the basics and the build on over time.
The only thing technically complex was single sign-on and integration to Salesforce.com required some tweaks – otherwise setting up system was very easy
We have tested 3 other products in the past, all failed to have the complete solution we were looking for. Provely is here to stay and has added lots of features. 1 of the other tools we tested are low on features. 1 of the tools we tested had a short run and updates stopped and the project was abandoned. 1 of them never worked properly.
At the time of evaluation, Dynamics had extremely limited knowledge and support capabilities. The UI is clunky, and reporting requires a deep understanding of the underlying data structure. Ongoing maintenance was costly and didn't provide a positive ROI in any sense of the term.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
