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 vanaf US$ 5,00/maand. Zendesk heeft geen gratis versie maar biedt wel een gratis proefperiode. Hieronder vindt u extra prijsinformatie voor Zendesk.

Beginprijs

US$ 5,00/maand
Zie de prijsinformatie

Gratis versie

Nee

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

Call center 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
Afdrukbeheer
Batchcommunicatie
Chatten / messaging
Communicatie via meerdere kanalen
Contentbeheer
E-maildistributie
Interactieve inhoud
On-demand communicatie
Personalisatie
Sjabloonbeheer
Video-inhoud
Analyse
Communicatiebeheer
Communitybeheer
Contentsyndicatie
Gamification
Live chatten
Opzeggingenbeheer
Verzamelen van feedback
Video-inhoud
Analyse
Beheer van enquêtes/peilingen
Beheer van negatieve feedback
Dashboard
Gegevensverzameling via meerdere kanalen
Kennisbeheer
Klantensegmenten
Predictieve analyse
Sentimentanalyse
Tekstanalyse
360-gradenfeedback
Analyse
Enquêtebeheer
Oproepen rapporteren
Toezicht houden op klachten
Verzamelen van feedback
Aanstellen (van personeel)
Accountbeheer
Accountwaarschuwingen
Communicatiebeheer
Gezondheidsscore
Inkomstenbeheer
Klantenbinding
Levensduurbeheer van klanten
Volgen en analyseren van gebruik
Winst- en verliesanalyse
Aanpasbare branding
Beheer van IT-assets
Beheer van Service Level Agreements (SLA's)
Communicatie via meerdere kanalen
Documenten opslaan
E-mailintegratie
Geautomatiseerde routing
Interactie bijhouden
Kennisbankbeheer
Netwerkcontrole
Realtime chatten
Ticketbeheer
Waarschuwingen / Escalatie
Zelfserviceportal
Beheer van IT-assets
Contractbeheer
Incidentenbeheer
Kennisbeheer
Releasebeheer
Servicecatalogus
Servicerapportage
Ticketbeheer
Zelfserviceportal
Assets volgen
Beschikbaarheidsbeheer
Configuratiebeheer
Contract- en licentiebeheer
Incidentenbeheer
Probleembeheer
Projectbeheer
Veranderingsbeheer
Versie- en implementatiebeheer
Zelfserviceportal
Callcenter
Enquêtebeheer
Invoer via telefoontoetsen
Meerdere scripts
Oproepen opnemen
Oproepen routeren
Oproepregistratie
Stemaanpassing
Tekst naar spraak
Voicemail
Auditing van problemen
Dashboard
Escalatiebeheer
Kennisbankbeheer
Opdrachtenbeheer
Projectbeheer
Taakbeheer
Terugkerende problemen
Uitgifteplanning
Beslisboom
Catalogiseren/categoriseren
Contentbeheer
Discussieforums
Kennisbankbeheer
Samenwerking
Zelfserviceportal
Zoeken in gehele tekst
Bewaking van sociale media
Bijhouden van klachten van klanten
Casusbeheer
Corrigerende maatregelen (CAPA)
Enquêtebeheer
Feedbackbeheer
Formulierbeheer
Klachtenclassificatie
Kwaliteitsborgingbeheer
Problemen bijhouden
Routering
Zelfserviceportal
Afsprakenbeheer
Callcenterbeheer
E-mailbeheer
Enquêtes en feedback
Integratie van sociale media
Kennisbank
Live chatten
Prestatiemeetwaarden
Virtuele assistent
Waarschuwingen / Escalatie
Wachtrijbeheer
Workflowbeheer
Zelfserviceportal
Aanpasbare branding
Geotargeting
Gestandaardiseerde antwoorden
Integratie van derden
Offline formulier
Overdrachten en routering
Proactief chatten
Scherm delen
Websitebezoekers bijhouden
Afstandsbediening
Beheer van IT-assets
CMDB
Incidentenbeheer
Inkoopbeheer
Kennisbank
Mobiele toegang
SLA-beheer
Veranderingsbeheer
Zelfserviceportal

Reviews van Zendesk

5 van 2.358 reviews worden weergegeven

In totaal
4.4/5
Gebruiksgemak
4.3/5
Klantenservice
4.3/5
Functies
4.3/5
Waar voor je geld
4.1/5
Ted F.
Production Support Coordinator & IT Specialist
Mijnbouw en metalen, 51-200 werknemers
Heeft de software gebruikt voor: 1+ jaar
  • Totaalscore
    5/5
  • Gebruiksgemak
    5/5
  • Functies en functionaliteit
    4/5
  • Klantenondersteuning
    1/5
  • Waar voor je geld
    4/5
  • Waarschijnlijkheid van aanbeveling
    0/10
  • 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
Elizabeth P.
Director, HR
Marketing en reclame, 5.001-10.000 werknemers
Heeft de software gebruikt voor: 1+ jaar
  • Totaalscore
    5/5
  • Gebruiksgemak
    5/5
  • Functies en functionaliteit
    5/5
  • Klantenondersteuning
    4/5
  • Waar voor je geld
    4/5
  • Waarschijnlijkheid van aanbeveling
    7/10
  • Bron van de reviewer 
  • Beoordeeld op 26-2-2020

"Excellent experiences with our customers thanks to Zendesk"

Opmerkingen: It has helped us to optimize our performance and performance when solving the problems presented by our clients, in the same way we have streamlined so much the procedures that have allowed us to customize automatic responses, saving time and performance in the corresponding day, it also offers different channels of communication so that the client chooses the one of his preference to be available at all times. Zendesk is ideal for those computers that need tools integrated in the same platform, it will definitely exceed your expectations and direct your business to success due to the stable creation of relationships with your potential customers.

Pluspunten: It allows us to obtain and maintain the best experiences with our customers, and adapts to any requirement automatically generates customer satisfaction and user productivity in general, allowing us to know the customer experience based on key data such as location, requirements for to be able to generate the right solution, providing you with the exact tools you need, thus building very solid relationships. It doesn't really matter how simple or complicated the situation is, thanks to this platform you can offer a range of solutions to your customers.

Minpunten: Specific time is needed to familiarize yourself with the system and take full advantage of its performance without neglecting any of its functionalities, in addition to using them correctly. It would be excellent if they added online training.

  • Bron van de reviewer 
  • Beoordeeld op 26-2-2020
Maddie C.
Data Analyst
Marketing en reclame, 13-50 werknemers
Heeft de software gebruikt voor: 1+ jaar
  • Totaalscore
    5/5
  • Gebruiksgemak
    5/5
  • Functies en functionaliteit
    5/5
  • Klantenondersteuning
    5/5
  • Waar voor je geld
    5/5
  • Waarschijnlijkheid van aanbeveling
    10/10
  • Bron van de reviewer 
  • Bron: GetApp
  • Beoordeeld op 5-2-2020

"Communicate effectively with your customers, ¡Use Zendesk!"

Opmerkingen: Zendesk, has helped me to perform better the solution of any problem that our clients may have, has given us the possibility of creating automatic responses, through different forms of communication, thus, it has made my work so fast and easy. Its reporting function is also really very beneficial, to see what the trends are, in sending emails to our dissemination team. Zendesk, has a great possibility to gradually increase the functions of our companies, helping us to move towards success, in a reliable and safe way.

Pluspunten: Zendesk, is a reliable application, your ticket collection and autocomplete form is always available. In addition, it helps us resolve inquiries about calls, through your help in responding to the distinctive clientele of different media channels, and having them move through help guides before they can engage in a conversation with managers. I like Zendesk because its tools are necessary for effective management towards the guest, they facilitate the alternation of emails and take internal notes, in addition to recording telephone calls and voice memos are only for employee use. All your tools are vital to manage the accounts of our customers. It is highly recommended, a satisfied customer is one more achievement.

Minpunten: The main drawback of this skillful application, is that its long-lasting features and simple to implement, are requested by customers through the community, are not added to the product, the user interface is not one of the most attractive that exist , although it presents all the functionalities implemented at the same time, so enough time is spent to fully familiarize yourself with this software and make the most of its performance. Several changes can further improve workflows or provide better interaction between the company and the clientele. Your online training is not the most complete because you do not have fasting forums or personal training. There is no free trial available to test the software before you are told to opt for a paid plan with all available features.

  • Bron van de reviewer 
  • Bron: GetApp
  • Beoordeeld op 5-2-2020
Geverifieerde reviewer
Heeft de software gebruikt voor: 2+ jaar
  • Totaalscore
    1/5
  • Gebruiksgemak
    2/5
  • Functies en functionaliteit
    2/5
  • Klantenondersteuning
    Zonder beoordeling
  • Waar voor je geld
    1/5
  • Waarschijnlijkheid van aanbeveling
    0/10
  • 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
Betty M.
CEO
Informatietechnologie en -diensten, 2-10 werknemers
Heeft de software gebruikt voor: 1+ jaar
  • Totaalscore
    4/5
  • Gebruiksgemak
    4/5
  • Functies en functionaliteit
    4/5
  • Klantenondersteuning
    Zonder beoordeling
  • Waar voor je geld
    Zonder beoordeling
  • Waarschijnlijkheid van aanbeveling
    8/10
  • Bron van de reviewer 
  • Beoordeeld op 6-12-2019

"Zendesk"

Opmerkingen: Talking about live chat tools, Zendesk has a strong feature set which makes it suitable for any size of businesses, and they are constantly adding new features especially for a better mobile experience.

Pluspunten: The installation process is very easy and involves only copying and pasting a code snippet into your website source code, Zendesk also provides beginner-friendly instructions for all the major content management systems.
Once the Zendesk chat widget is installed you can customize it by altering its appearance, color, size, and positioning, to even make the experience stand out more Zendesk has their chat badge, the badge is fully customizable, you can use image of your agent to make the live chat experience more personal.
The Zendesk idle time-out feature allows me to set a time period after which the chat goes into offline mode if I don't refresh it, during this period I won't receive chat requests when there is no agent available to solve them.

Minpunten: If there's anything to be said about the Zendesk it would be that the interface don't look very exciting, nothing really severe, but there are other live chat tools that are a bit more fun to use, it would also be an improvement if it was possible to further customize the offline form.

  • Bron van de reviewer 
  • Beoordeeld op 6-12-2019