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The Zendesk Support suite is a cloud-based customer support software built for better customer relationships. Designed to improve customer satisfaction and to support customers on any channel: text SMS, web, mobile app, phone, email, social media. The vendor states more than 200,000 companies such as Uber, Groupon, Box, Airbnb, and Slack are using Zendesk to lower their support costs, raise productivity, and increase customer satisfaction. Zendesk offers a full suite of products to meet customer needs ranging from help desk software to live chat to knowledge base management.
Zendesk Support Suite Features
Incident and problem management Features
Supported: Organize and prioritize service tickets
Supported: Expert directory
Supported: Subscription-based notifications
Supported: ITSM collaboration and documentation
Supported: Ticket creation and submission
Supported: Ticket response
Supported: Automated responses
Supported: SLA management
Self Help Community Features
Supported: External knowledge base
Supported: Internal knowledge base
Multi-Channel Help Features
Supported: Customer portal
Supported: Live help chat
Supported: Phone support
Supported: Call scripting
Supported: Social integration
Supported: Email support
Supported: Help Desk CRM integration
Zendesk Support Suite Videos
This software unboxing dives into Zendesk, a platform for support, sales, customer relationship management, and more. As we demo the product, we rate Zendesk on its usability, interface, installation, customer support, and more. While not a full tutorial, if you're considering...
During the sales process for the first time, I was a part of the purchase process for Zendesk. We were, needless to say, a very difficult sale for the sales rep, based off budgets, time, etc.. but the sales rep was there for any and all questions, as many demos as we needed, and always had us in mind.
After the sale she was still in contact with us, and I still use her for a sales rep to this day when I need her.
When we first trialed a number of different products, Zendesk was the first to check in with us to see how things were going. Post sale, they do a very good job of engaging customers and bringing new functionality / best practices to our attention.