Wie gebruikt Zendesk?
Meer dan 200.000 klanten vertrouwen op Zendesk voor hun klantenondersteuning, van startups tot Fortune 500-bedrijven.
Wat is Zendesk?
Zendesk bouwt helpdesksoftware voor betere klantenrelaties. De producten geven bedrijven de mogelijkheid om betrouwbaarder, flexibeler en meer schaalbaar te zijn. Ze helpen de communicatie te verbeteren en enorme hoeveelheden gegevens te doorgronden. Bovenal werken ze samen om interacties te veranderen in duurzame relaties. Meer dan 200.000 bedrijven zoals Uber, Groupon, Box, Airbnb en Disney gebruiken Zendesk om hun ondersteuningskosten te verlagen en de productiviteit en klanttevredenheid te verhogen.
Zendesk - Details
Zendesk
https://www.zendesk.com
Opgericht in 2007
Zendesk - Prijsoverzicht
Zendesk heeft geen gratis versie maar biedt wel een gratis proefperiode. Zendesk betaalde versie vanaf US$ 5,00/maand.
Beginprijs
US$ 5,00/maand
Zie de prijsinformatie
Gratis versie
Nee
Gratis proef
Implementatie
Cloud, SaaS, Web
Mobiel - iOS native
Mobiel - Android native
Training
Persoonlijk
Live online
Webinars
Documentatie
Ondersteuning
24/7 (contact met medewerker)
Kantooruren
Online
Functies van Zendesk
Callcenter software
- Campagnebehee
- Escalatiebeheer
- Gemengd callcenter
- Handmatig kiessysteem
- Inbound callcenter
- Interactive Voice Response (IVR)
- Oproepen opnemen
- Oproepregistratie
- Oproepscripts
- Outbound callcenter
- Predictief kiezen
- Progressief kiessysteem
- Rapportage en analyse
- Realtime chatten
- Wachtrijbeheer
Customer communication management software
- Afdrukbeheer
- Batchcommunicatie
- Chatten / messaging
- Communicatie via meerdere kanalen
- Contentbeheer
- E-maildistributie
- Interactieve inhoud
- On-demand communicatie
- Personalisatie
- Sjabloonbeheer
- Video-inhoud
Bekijk de volledige lijst van Customer communication management software
Customer engagement software
- Analyse
- Communicatiebeheer
- Communitybeheer
- Contentsyndicatie
- Gamification
- Live chatten
- Opzeggingenbeheer
- Verzamelen van feedback
- Video-inhoud
Customer experience software
- Analyse
- Beheer van enquêtes/peilingen
- Beheer van negatieve feedback
- Dashboard
- Gegevensverzameling via meerdere kanalen
- Kennisbeheer
- Klantensegmenten
- Predictieve analyse
- Sentimentanalyse
- Tekstanalyse
Customer satisfaction software
- 360-gradenfeedback
- Analyse
- Enquêtebeheer
- Oproepen rapporteren
- Toezicht houden op klachten
- Verzamelen van feedback
Bekijk de volledige lijst van Customer satisfaction software
Customer success software
- Aanstellen (van personeel)
- Accountbeheer
- Accountwaarschuwingen
- Communicatiebeheer
- Gezondheidsscore
- Inkomstenbeheer
- Klantenbinding
- Levensduurbeheer van klanten
- Volgen en analyseren van gebruik
- Winst- en verliesanalyse
Helpdesk software
- Aanpasbare branding
- Beheer van IT-assets
- Beheer van Service Level Agreements (SLA's)
- Callcenterbeheer
- Communicatie via meerdere kanalen
- Documenten opslaan
- E-mailintegratie
- Geautomatiseerde routing
- Integratie van sociale media
- Interactie bijhouden
- Kennisbankbeheer
- Macro's/reacties via sjablonen
- Netwerkcontrole
- Rapportage en analyse
- Realtime chatten
- Ticketbeheer
- Toegang en controle op afstand
- Waarschuwingen / Escalatie
- Workflowconfiguratie
- Zelfserviceportal
IT-service software
- Beheer van IT-assets
- Contractbeheer
- Incidentenbeheer
- Kennisbeheer
- Releasebeheer
- Servicecatalogus
- Servicerapportage
- Ticketbeheer
- Zelfserviceportal
ITSM-software
- Assets volgen
- Beschikbaarheidsbeheer
- Configuratiebeheer
- Contract- en licentiebeheer
- Incidentenbeheer
- Probleembeheer
- Projectbeheer
- Veranderingsbeheer
- Versie- en implementatiebeheer
- Zelfserviceportal
IVR-software
- Callcenter
- Enquêtebeheer
- Invoer via telefoontoetsen
- Meerdere scripts
- Oproepen opnemen
- Oproepen routeren
- Oproepregistratie
- Stemaanpassing
- Tekst naar spraak
- Voicemail
Issue tracking software
- Auditing van problemen
- Dashboard
- Escalatiebeheer
- Kennisbankbeheer
- Opdrachtenbeheer
- Projectbeheer
- Taakbeheer
- Terugkerende problemen
- Uitgifteplanning
Kennismanagement software
- Beslisboom
- Catalogiseren/categoriseren
- Contentbeheer
- Discussieforums
- Kennisbankbeheer
- Samenwerking
- Zelfserviceportal
- Zoeken in gehele tekst
Klachtenbeheer software
- Bewaking van sociale media
- Bijhouden van klachten van klanten
- Casusbeheer
- Corrigerende maatregelen (CAPA)
- Enquêtebeheer
- Feedbackbeheer
- Formulierbeheer
- Klachtenclassificatie
- Kwaliteitsborgingbeheer
- Problemen bijhouden
- Routering
- Zelfserviceportal
Klantenservice software
- Afsprakenbeheer
- Callcenterbeheer
- E-mailbeheer
- Enquêtes en feedback
- Integratie van sociale media
- Kennisbank
- Live chatten
- Prestatiemeetwaarden
- Virtuele assistent
- Waarschuwingen / Escalatie
- Wachtrijbeheer
- Workflowbeheer
- Zelfserviceportal
Live chat software
- Aanpasbare branding
- Geotargeting
- Gestandaardiseerde antwoorden
- Integratie van derden
- Offline formulier
- Overdrachten en routering
- Proactief chatten
- Scherm delen
- Websitebezoekers bijhouden
Servicedesk software
- Afstandsbediening
- Beheer van IT-assets
- CMDB
- Incidentenbeheer
- Inkoopbeheer
- Kennisbank
- Mobiele toegang
- SLA-beheer
- Veranderingsbeheer
- Zelfserviceportal
Zendesk alternatieven
Meer alternatieven voor Zendesk
Reviews van Zendesk
5 van 2.393 reviews worden weergegeven
Ashley E.
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Totaalscore5/5
-
Gebruiksgemak5/5
-
Functies en functionaliteit5/5
-
Klantenondersteuning5/5
-
Waar voor je geld5/5
-
Waarschijnlijkheid van aanbeveling
- Bron van de reviewer
- Beoordeeld op 11-4-2020
"The best professional ticketing solution"
Opmerkingen: I have had several smooth years using zendesk and really love using it for every ticket incident I have to resolve.
Pluspunten: I can manage my tickets with ease using Zendesk. It provides me with the perfect user interface to easily navigate between all my tickets and incidents. This tool is also widely used making it great for training new colleagues and customers to use this for internal systems.
Minpunten: The software is great however it can take a couple of hours to get used to the flow of tickets and interfaces in comparison to some other CRM software. Once familiar this is not an issue.
- Bron van de reviewer
- Beoordeeld op 11-4-2020
Ted F.
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Totaalscore5/5
-
Gebruiksgemak5/5
-
Functies en functionaliteit4/5
-
Klantenondersteuning1/5
-
Waar voor je geld4/5
-
Waarschijnlijkheid van aanbeveling
- Bron van de reviewer
- Beoordeeld op 31-1-2020
"Need help from Zendesk? Forget it. Don't even bother."
Opmerkingen: Horrible. I only use this software because it would be a hassle porting all existing tickets over to a different platform. I needed billing support from them, and my ticket was 'escalated' to the Finance department, but nobody ever got back to me in time. Literally a few days went by and not one word from my Zendesk agent. They have a poor support system. So, if you don't ever need help with anything and know what you're doing, then ZD is probably for you.
Pluspunten: The software functions nicely. It is very well put together. They make it easy to run a help desk.
Minpunten: The support, or lack thereof. If you need support for this software, they take a long, long time to get back to you. You better know what you're doing, because if you need to get a hold of them, I wish you the best of luck.
- Bron van de reviewer
- Beoordeeld op 31-1-2020
Ashish G.
-
Totaalscore4/5
-
Gebruiksgemak4/5
-
Functies en functionaliteit4/5
-
Klantenondersteuning4/5
-
Waar voor je geld4/5
-
Waarschijnlijkheid van aanbeveling
- Bron van de reviewer
- Beoordeeld op 6-8-2020
"Worth the service and product"
Opmerkingen: Zendesk is the CS tool which helps users reach out to us and is a good tool to generate reports, segregate users, improve users experience in reaching out to support team.
Pluspunten: The most liking thing about this software is, its customizable in every way. The software does not have lot of features available, but you can customize yourself (or a developer) the features based on your requirement.
Minpunten: The service is quite slow and the product even has downtime.
- Bron van de reviewer
- Beoordeeld op 6-8-2020
Geverifieerde reviewer
-
Totaalscore1/5
-
Gebruiksgemak2/5
-
Functies en functionaliteit2/5
-
KlantenondersteuningZonder beoordeling
-
Waar voor je geld1/5
-
Waarschijnlijkheid van aanbeveling
- Bron van de reviewer
- Bron: GetApp
- Beoordeeld op 25-9-2018
"A mediocre product that doesn't get better as it grows"
Pluspunten: I struggle to find good things to say. It works and rarely has performance problems. If you need very basic support ticketing and are just starting out, you could use it and be successful. We did. But the functionality and support for those organizations between startup and large corporation is nil. If we were a very large organization, I could see it being a valuable product.
Minpunten: 1. It is incredibly difficult to keep track of business users. When you are a SaaS supporting clients who have end-users, organizing tickets and documenting issues is very important to find patterns. This is not possible in Zendesk, at least at the Team feature level. There is not a central location for information for an organization outside of a Notes box that is basically a tiny sidebar textbox that allows no formatting to make notes over time readable. 2. There is no way to reference individual comments in a ticket because individual comments do not have their own IDs. This makes it very cumbersome to keep succinct notes and refers back to my first point. The only way we can review a client's history is through wading through a bunch of tickets with an endless stream of comments. I can't get a good timeline overview of their experience and issues, which is so essential to good issue triage. 3. Lack of features for those at the less pricey levels is pretty bad. There's no way to make our contact forms more customizable (like having a message to the person on the ticket - there is only limited description area and those are question/field based) and we don't have access to conditional logic on the forms. So we are left with clients just throwing issues at us without getting good information from them to get a one-touch resolution. The way Zendesk works it forces us to give lower-quality support. 4. There's no exporting your ticket information or running any sort of report if you are using the Team or lower feature level. These, to me, should be basic features as they pertain to the most basic of needs for any support team. Not only that, it ties you to the product and punishes you for leaving. We can't move to another product because we can't take our ticket history with us. 5. The features and performance is inconsistent. For example, there are "Triggers" and "Automations". Triggers and automations are the same. The only difference is the automations are time-based. But they don't tell you that in the interface - there's nothing telling you what is required to set up the automation in order for it to pass validation, only an error message. And by following the instructions of the error message, you can still get more errors. But there's nothing there to tell you the overall requirements so you can avoid errors in the first place. And in the Triggers interface, they leave out a large amount of placeholder options for seemingly no reason, so you have to go find the placeholder references for yourself. In my opinion, Zendesk doesn't have the user in mind. They put out new features and integrations, but the core product is so severely lacking that it seems like they feel they are operating on auto-pilot and their product needs no update itself. It's a shame, because it was probably was a good product with a lot of potential back when it first started up.
- Bron van de reviewer
- Bron: GetApp
- Beoordeeld op 25-9-2018
Geverifieerde reviewer
-
Totaalscore5/5
-
Gebruiksgemak4/5
-
Functies en functionaliteit5/5
-
Klantenondersteuning5/5
-
Waar voor je geld5/5
-
Waarschijnlijkheid van aanbeveling
- Bron van de reviewer
- Beoordeeld op 26-5-2020
"The CRM your company needs"
Opmerkingen: I love Zendesk. I suggest it to everyone to use. It's not robust like Salesforce but worth the investment.
Pluspunten: The product is so easy to use. You can integrate any software to it to make your support processing streamlined and simple. We integrated JIRA, Slack, Gmail and TalkDesk. Zendesk also allows you to create a knowledge base within the system.
Minpunten: Setting up automations can be difficult, but rewarding once you have the process down. Also, searching for previous tickets for reference can be tedious and all over the place.
- Bron van de reviewer
- Beoordeeld op 26-5-2020
