Zendesk

Zendesk

4.5 / 5 1204 reseñas

¿Quién utiliza este software?

From start ups to Fortune 500 companies, over 200,000+ customers trust Zendesk with their customer support needs.


Valoración media

1204 reseñas
  • 4.5 / 5
    En general
  • 4 / 5
    Facilidad de uso
  • 4 / 5
    Atención al cliente
  • 4 / 5
    Características
  • 4 / 5
    Relación calidad-precio

Detalles del producto

  • Precio de partida
    $5/mes
  • Detalles de precios
    Please look at our pricing on the website for more details
  • Versión gratuita
    No
  • Implementación
    En la nube, SaaS, web
    Móvil: nativo de iOS
    Móvil: nativo de Android
  • Formación
    Seminarios web
    Documentación
  • Asistencia
    En horario ininterrumpido (atiende un representante)
    En línea

Datos del proveedor

  • Zendesk
  • https://www.zendesk.co.uk

Información sobre este software

Zendesk builds help desk software for better customer relationships. Our products allow businesses to be more reliable, flexible, and scalable. They help improve communication and make sense of massive amounts of data. Above all, they work together to help turn interactions into lasting relationships. More than 200,000 companies such as Uber, Groupon, Box, Airbnb, and Disney are using Zendesk to lower their support costs, raise productivity, and increase customer satisfaction.


Funciones de Zendesk

  • Alerts/Escalation
  • Automated Routing
  • Customizable Branding
  • Document Storage
  • Email integration
  • Gestión de recursos informáticos
  • Interaction Tracking
  • Knowledge Base Management
  • Live Chat
  • Multi-Channel Communication
  • Network Monitoring
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Ticket/Issue Tracking
  • Call Me Option
  • Co-Browsing
  • Geo Targeting
  • Knowledge Database
  • Offline Form
  • Persistent Chat
  • Planificación de agentes
  • Proactive Invitations
  • Shortcut Messages
  • Transfers / Routing
  • Video Chat
  • Visitor Targeting
  • White Label Branding
  • Configuration Management
  • Contract/License Management
  • Gestión de la disponibilidad
  • Gestión del cambio
  • Incident Management
  • Problem Management
  • Project Management
  • Release & Deployment Management
  • Seguimiento de activos
  • Self Service Portal
  • Call Logging
  • Call Recording
  • Call Routing
  • Centro de atención telefónica
  • Multiple Scripts
  • Phone Key Input
  • Survey Management
  • Text to Speech
  • Voice Customization
  • Voice Mail
  • Assignment Management
  • Dashboard
  • Escalation Management
  • Issue Auditing
  • Knowledge Base
  • Recurring Issues
  • Scheduling
  • Task Management
  • Configuration Management Database (CMDB)
  • Gestión de recursos informáticos
  • Gestión del cambio
  • Incident Management
  • Knowledge Base
  • Mobile Access
  • Procurement Management
  • Remote Control
  • SLA Management
  • Self Service Portal
  • Alertas y alzada
  • Appointment Management
  • Automated Routing
  • Automatic Customer Notices
  • Complaint Monitoring
  • Contract Management
  • Customer Database
  • Gestión de la experiencia del cliente
  • Help Desk
  • Inbox / Queue Management
  • Knowledge Base
  • Known Issue Management
  • Live Chat
  • Self Service Portal
  • Surveys & Feedback
  • Trouble Ticketing
  • Work Order Management
  • Call Logging
  • Call Recording
  • Call Scripting
  • Centro de atención telefónica de llamadas entrantes
  • Centro de atención telefónica de llamadas salientes
  • Centro de atención telefónica mixto
  • Creación de informes/análisis
  • Escalation Management
  • IVR/Voice Recognition
  • Live Chat
  • Manual Dialer
  • Predictive Dialer
  • Progressive Dialer
  • Queue Management
  • Supervisión de llamadas
  • Cataloging / Categorization
  • Collaboration
  • Content Management
  • Data Management
  • Discussion Boards
  • Full Text Search
  • Gestión de docuementos
  • Guided Problem Solving
  • Preguntas frecuentes
  • Self Service Portal
  • Self-Learning
  • Case Management
  • Complaint Classification
  • Corrective Actions (CAPA)
  • Customer Complaint Tracking
  • Feedback Management
  • Forms Management
  • Issue Tracking
  • Quality Assurance Management
  • Routing
  • Self Service Portal
  • Social Media Monitoring
  • Survey Management

Últimas reseñas disponibles sobre Zendesk

Traducción realizada automáticamente. Mostrar la reseña original

Clean and user friendly!

4/5
En general
5 / 5
Facilidad de uso
4 / 5
Características y funcionalidad
4 / 5
Asistencia al cliente
Relación calidad-precio

Comentarios: ZenDesk really is the best CRM I have ever used, and I was in customer service for 10 years. By far and away the most intuitive, simple and clean user experience you will have for a consumer facing CR interface.

Puntos a favor: My consumer care team went from using another CRM to ZenDesk and it was like night and day! Cluttered to organized! Overwhelming to clean and easy to navigate! The best feature, in my opinion, is the ability to search for tickets by contact, user or subject and merge those tickets into one. That way you don't have to respond to multiple ticket from the same consumer about the same issue, you can clear those all out at once while creating a better consumer experience (one outbound email). Similarly, the ability to mass select tickets and close at the same time either as Will Not Address (which is a great option) or you can mass select and close using one macro/template. This is particularly helpful when your site has experienced a glitch and you've gotten thousands of tickets about the same issue, you can close them all at once when the issue is resolved or if you have an update. Speaking of macros, having an easy place to store your personal templates as well as share the best templates from your team is a game changer. No more keeping templates stored in random docs and then copying/pasting. Overall, I love ZenDesk! It must have been desinged by people who have been in customer facing roles or focused group the pain points for CRMs incredibly well.

Puntos en contra: I really do love this product. The only thing to mention that could use improvement is the (seemingly) constant outages. There were some days where we would have to wait hours to get back in to the tool. I will say, though, customer support was always on top of it and super responsive.

Traducción realizada automáticamente. Mostrar la reseña original

They used to be good

3/5
En general
3 / 5
Facilidad de uso
1 / 5
Características y funcionalidad
2 / 5
Asistencia al cliente
2 / 5
Relación calidad-precio

Comentarios: We have had ZenDesk for almost 4 years now. The value is good for what you pay for but they continue to make very bad changes without telling you. Functionality disappears and they have always lacked some key metrics for reporting.

Puntos a favor: I can add custom fields, Automate workflow, limit access to fields based on permissions. They have an interface for the iphone and it integrates to their bug tracker. Our customers have their own portal for access and I used to be able to create reports, charts and dashboards.

Puntos en contra: Things come and go in the UI. Most recently they removed what they call support for fiscal years. In reality you cant create any report or dashboard with data that exceeds 180 days. So now all mine are missing data from earlier. Their solution is to export everything to excel and combine it there. Of course I could create reports going back 4 years in 180 day chunks but not much point of not in one place. They have a new user interface that is coming out which actually make navigating the software slower. They removed a the menu header that let you jump around in the software in favor of tiered droplists to move around. One key piece that has always been missing is the ability to put the tickets age into a report, Seems like basic stuff. Also, their customer support typically takes a day to respond of they respond at all.