Want to pick a perfect CRM (Customer Relationship Management) tool for your business? But confused which one is best and become helpful in tracking and managing customer support tickets. Don’t worry, as our Live chat review section contains several popular online customer service tools. In this section, you will read the expert review on live chat tools/services based on their experience, and you can easily decide which one is perfect for your business.
In my previous blog, I’ve discussed about the LiveChat and analyze this tool very deeply. Now, in this blog, we will do the same thing with Zendesk. Here, we will try to discuss all the facts about Zendesk along with some hidden information.
When it comes to track and manage customer support tickets then no other tool is perfect than Zendesk. This tool has the ability to integrate with other popular CRM Software, hence it is considered as a valuable tool for all types of organizations.
Zendesk is a tool or service that offer help desk management solution and easy to customize tools through which you can create customer service portal, knowledge base, and online forums. This service provides a customizable front-end portal, live chat features and you can integrate it with other applications like Salesforce, Google Analytics and more.
No matter from which sector you belongs from as Zendesk is perfect for a wide range of vertical markets such as government, media, and retail, technology. It is also suitable for small business as well as for large organizations.
Zendesk is an online customer portal which allows its users or agents to manage the track of tickets raised along with their status. There are various existing tickets a customer can go through to find answers similar to their question; in case they are not satisfied then customers can also generate their own tickets in the portal according to their requirement. Via this tool, you can also make your branded support pages with customizable business logos, themes and brand images.
One of the most important advantages of Zendesk is its flexibility and easy to use, so users can easily set it up within in few minutes, and start using it as soon as it is completely installed.
Zendesk also offers users to join and drag together all of the other support channels, including live chat, phone, email services, social media and more. This feature allows an organization to become more supportive of their customer along with easier tracking and fast delivery. It is packed with a number of supplementary time-saving widgets such as triggers, ticket views, sharing, automation, and streamlined conversations.
Zendesk is recommended for those who want to enable self-service support, as it offers 24/7 online service portals that mean Zendesk is available for you 24/7.
This service can also be used as a reporting and analytic point of view, it is very simple: Install it, and set a benchmark for your customer satisfaction ratings, also set support team performance rating based on your targets or to compete with your competitors’ ratings. It also offers more than 20 template reports and dashboards.
It is very simple to integrate and use various apps with Zendesk, integration varies in numerous categories such as
- analytics and reporting
- agent productivity
- social media
It is easy to integrate with your business systems and software via Zendesk open API. Some of the popular productivity apps are Salesforce, Google Apps, Atlassian, FreshBooks, and WordPress.
Top Features of Zendesk
Triggers – You can convert your visitors by sending them targeted and behavior-based messages. If a user wants to purchase your product then you can help them to complete their purchase by automatically sending them message OR reaching out with a chat.
Make a permanent communication with your customer by asking them for their contact information like email before starting a chat. Via this trick, you can contact your customers directly.
Allow your site to work 24/7, you can do this by leaving offline forms enabled on your website and allows your customers to contact you while you are away.
With the help of chat ratings you can improve your service with ease, this provides the highest satisfaction rating of any support channel. Via chat ratings you can gather feedback in order to improve your performance.
It’s easy to share any type of file with your customers, you can share a screenshot, a product guide, an animated GIF this can solve the problems more effectively.
Pricing Plans for Zendesk:
Essential – $5/agent/month
- Email & social channels
- Basic knowledge base
- Web Widget & Mobile SDK
Team – $19/agent/month
- All features of the Essential plan
- Branded customer portal
- Business rules
Professional – $49/agent/month
- All features of the Team plan
- Multilingual content
- CSAT surveys
- Custom reports & dashboards
- Performance Dashboards
Enterprise – $99/agent/month
- All features of the Professional plan
- Custom agent roles
- Multibrand support
- Multiple ticket forms
- Launch Success Program
- Machine learning
Elite – $199/agent/month
- All features of the Enterprise plan
- Unlimited light agents
- 99.9% uptime SLA
- 1-hour service level objective
- Advanced encryption & security
- Data center location
Zendesk Technical details
- Supported Devices – Windows, Linux, Android, iPhone/iPad, Mac, Web-based
- Language Support – USA, UK, Canada, International
- Pricing Model – Monthly payment, Annual Subscription
- Customer Types – Small Business, Large Enterprises, Medium Business, Freelancers
- Deployment – Cloud Hosted
That’s all about Zendesk, since every enterprise has their unique business requirements.
It would be a waste of time to find such an app that designed especially for your organization or business as there are no one is perfect in this world.
The smart thing would be to choose one from the market that suits to your various important factors that need to be considered such as required features, budget, skill levels of employees, company size and more.
It is recommended to compare Zendesk with other live chat or customer support tools/services.
Or if you impressed with this tool and want to use it for your business then it is suggested to go with Zendesk Free Trial. And if it suits your business then you can subscribe its other pricing plans according to your business needs.