Über Zendesk

Zendesk ist eine cloudbasierte Helpdesk-Management-Lösung, die anpassbare Tools zur Erstellung eines Kundenserviceportals, einer Wissensdatenbank und von Online-Communitys bietet. Die Lösung bietet ein anpassbares Front-End-Portal, Live-Chat-Funktionen und die Integration in Anwendungen wie Salesforce und Google Analytics. Zendesk wird von kleinen bis hin zu großen Unternehmen in einer Vielzahl von vertikalen Märkten eingesetzt, einschließlich Technologie, Regierung, Medien und Einzelhandel.

Das Online-Kundenportal von Zendesk hilft Support-Mitarbeitenden dabei, erstellte Tickets und deren Status zu verfolgen. Kunden können bestehende Tickets durchsuchen, um Antworten auf Fragen zu finden, die ihrer Frage ähneln, und ihre eigenen Tickets im Portal erstellen, wenn sie das nicht zufriedenstellt. Zendesk bietet auch Branding von Support-Seiten mit Business-Logos, Themen und Markenbildern an.

Zendesk ermöglicht es Unternehmen, eine Wissensdatenbank aufzubauen, um einige der häufigsten und sich wiederholenden Fragen anzusprechen. So können Kunden grundlegende Fragen durchgehen, die im Allgemeinen gestellt werden. Mit Zendesk können Unternehmen auch eine Online-Community einrichten, in der ihre Kunden Fragen posten und auf laufende Diskussionsthreads antworten können.

 

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Zendesk Preis

Zendesk bietet keine Gratisversion, aber eine kostenlose Testversion. Die kostenpflichtige Version von Zendesk ist ab 19,00 $/Monat verfügbar.

Startpreis:
19,00 $/Monat
Kostenlose Version:
Nein
Kostenlose Testversion:

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Zendesk Erfahrungen

Funktionsbewertung

Preis-Leistungs-Verhältnis
4
Funktionalität
4,5
Bedienkomfort
4,5
Kundenbetreuung
4
5 von 2.567 Bewertungen Alle Bewertungen anzeigen
Christiane D.
  • Branche: Finanzdienstleistungen
  • Unternehmensgröße: 501-1.000 Mitarbeiter
  • Verwendet: Täglich für Mehr als 2 Jahre
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
4
Funktionen
5
Bedienkomfort
3
Kundenbetreuung
5

5
Bewertet am 28.2.2021

A lot of features and fast and easy to use ticket system

Zendesk is the most customizable ticket system in the market, a lot of features that can help to automate things. Plus you can also install apps that could be useful.

Vorteile

Zendesk has a lot of features, and customizable templates, it's not that easy to use as other CRM, so it may required traning, however this is because the highly customizable settings, and options the products offers.

It's really easy to answer 100 tickets at the same time, using templates that will show the client's name and information,

Overall a really good product, a bit expensive, but it offers a lot of features which makes the product a good product and good benefit.

Nachteile

It can be very complex/difficult at certain point due all the features that they offer.

Ted F.
  • Branche: Metallabbau
  • Unternehmensgröße: 51-200 Mitarbeiter
  • Verwendet: Täglich für Mehr als 1 Jahr
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
4
Funktionen
4
Bedienkomfort
5
Kundenbetreuung
1

5
Bewertet am 31.1.2020

Need help from Zendesk? Forget it. Don't even bother.

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.

Vorteile

The software functions nicely. It is very well put together. They make it easy to run a help desk.

Nachteile

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.

Chakkrit L.
  • Branche: Informationsdienst
  • Unternehmensgröße: 1.001-5.000 Mitarbeiter
  • Verwendet: Täglich für Mehr als 2 Jahre
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionen
4
Bedienkomfort
5
Kundenbetreuung
3

5
Bewertet am 23.4.2021

Zendesk is a powerful CRM tool that totally worth the price.

Zendesk provides a good ticket management system, knowledge base platform (hosting documents) with security-based permissions and insights. Comparing to competitors such as Freshdesk or Jira, even though they are cheaper, they can't provide the functionalities that Zendesk provides. Zendesk allows us to perfectly track our cases, analyze the performance through insights allowing us to understand what we have to improve in order to improve our customer CSAT.

Vorteile

I like Zendesk's robust ticketing capabilities. Despite its high price, it's an extremely powerful CRM tool when compared to competitors. Zendesk allows customizable business flow, analytic capabilities, and a knowledge base platform that can be utilized for operational optimization. Zendesk is also capable of integrating with other systems such as Workday through API.

Nachteile

Sometimes, I felt that Zendesk has a lot of limitations. For example, when creating business rules, you cannot use the AND and OR function, it's either AND or OR per one business rule. When utilizing Zendesk for internal use, Zendesk still lacks lots of functions such as conversation history, child-ticket, and etc. Even though some of them are already available on Zendesk Marketplace, these add-ons should be free rather than asking us to pay extra for them. Also, the technical customer support is not that useful. Zendesk pride in having 24-hours technical customer support when compared to competitors but out of 10 cases that I asked for, only 1 or 2 cases the technical customer support could help me. Most of the time, our team fixed the issue by ourselves.

👋🏻 albert M.
  • Branche: Versicherung
  • Unternehmensgröße: 11-50 Mitarbeiter
  • Verwendet: Täglich für Mehr als 2 Jahre
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
3
Funktionen
4
Bedienkomfort
2
Kundenbetreuung
1

1
Bewertet am 10.2.2021

A living nightmare

I've used Zendesk in all of the ventures I've participated in. Unfortunately.

I get it that in 2012 it was an easy option, but today there are plenty more and plenty of options of building out solutions yourself if customer support means everything to you.

Vorteile

Sticking to Zendesk is very easy. Open a free account, plug in your email and you are off. Thats the reason this company is such a popular customer support software. Start off frictionlessly and you won't ever be able to stick away from them.

That doesn't mean they are a good solution.

Nachteile

As soon as you want to build some sophisticated solutions with ANY digital company in 2021 requires from day one, you will face two things:

1) Advertised features for enterprise plans which don't actually exist, or are a euphemism of what one can understand. I.E. a sandbox environment. We literally got told it didn't exist after we hired enterprise chat.
2) A terrible - terrible is the word, I honestly don't like to speak poorly in public of anyone, but you guys deserve this post - customer support. Despite having an account manager, I have probable been referred to sign up on my own for multiple register forms for products, and speak to multiple agents to sign SO to commit to payments... and the product was NEVER delivered. Once they have you committed to a payment, they won't follow up for success.

Govindraj S.
  • Branche: Gastgewerbe
  • Unternehmensgröße: 11-50 Mitarbeiter
  • Verwendet: Täglich für Mehr als 2 Jahre
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
4
Funktionen
5
Bedienkomfort
4
Kundenbetreuung
3

5
Bewertet am 10.11.2020

Productivity and Efficient Support tool

We wanted out of box support solutions so we moved from Salesforce to Zendesk so we don't have deployment cost in Zendesk. Everything comes out of box and as an Admin u just to read their Knowledge KB and configurat the system to meet ur business needs. We have achieved 24 x7 chat support services with the help of Zendesk chat which is a excellent software

Vorteile

The best part of the Product is it has multiple channel support, nice api integration, automation and trigger is excellent which increases business customer support agents productivity, nice api integration, automation and trigger is excellent which increases business productivity as well.

Nachteile

Yes Zendesk has recently launched Explore as an analytical tool in replacement to their Insight analytical tool which is not up to the mark and much complex in comparison to Insight. Also their training and learning cost is High which should be reduced.

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