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Founded in 2007, Zendesk has been around the longest of the customer support tools, and has become the 800 pound Gorilla of the customer support world. While it is feature rich, it is less intuitive than our recommended tool (Gorgias) and requires more development resources to set up and optimize. Users described Zendesk as a large enterprise tool with lots of tech debt and various functions kluged on. If you happen to be doing business for the government and restricted by FedRAMP approved SaaS, then Zendesk is your only solution right now.
Zendesk has two tiers of service: the Basic offering and the Suite offering. With Basic you have access to Zendesk's ticketing system for managing customer service emails (and Twitter & Facebook social channels). With the Suite you have access to the email ticketing system in addition to chat, voice, and messaging. In the Suite plan, you also gain access to their Help Center product and AI functionality.
All plans are priced on a per seat (or agent) basis. Zendesk also offers discounts for signing yearly contracts instead of month to month contracts. All pricing shown below is based on monthly contracts.
There are three Basic plans. The Support Team plan includes the ticketing system and email, Twitter, and Facebook support channels. The Support Professional Plan adds CSAT (customer satisfaction surveys) and multi-language support. The Support Enterprise plan includes skills based routing, custom agent roles, and customized workspaces for your agents.
There are four plans in the Suite tier: Suite Team, Suite Growth, Suite Professional, and Suite Enterprise.
What exactly does Zendesk do?
Zendesk is primarily a customer support platform that helps companies manage customer support tickets and communication.
Who uses Zendesk?
Zendesk customers include Siemens, Lomi, ILIA, Rapha, Thursday Boots, and LUSH cosmetics.
What are the drawbacks to Zendesk?
While it is feature rich, it is less intuitive than our recommended tooland requires more development resources to set up and optimize. Users described Zendesk as a large enterprise tool with lots of tech debt and various functions kluged on.
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