Today we talk about Zendesk, a CRM-type software that currently has 40,000 customers globally and 300 million end-users across the world.
If you continue reading, you will get to know how this platform works, what its services are, how much it costs, who its users are and its good and bad reviews.
What is Zendesk
We’ve already mentioned that Zendesk is CRM-type (Customer Relationship Management) software. In other words, an omnichannel customer relationship management platform.
It serves the purpose of helping companies establish a good and solid relationship with their customers in an easy and proactive way, for which it offers businesses multiple channels that can be used at the same time.
Zendesk looks for a way for companies to be in full contact with their customers in order to improve their experience and keep an excellent relationship with them.
To achieve this, it offers companies a long list of communication-based services and puts many performance-improving features and tools within their reach.
A few of its most important features are these:
This service includes everything related to customer service, from information to claims management.
Integration with social networks
Zendesk makes it easy to integrate all social networks such as Facebook, Twitter and YouTube.
With this service, you can find and connect with a number of interesting applications: time control, chat tools from social networks…
It allows interaction with customers in real time.
This tool collects and analyzes the most relevant data from each of your customers.
Zendesk has different options, ranging from the Basic Plan at $5 per month to the Professional Plan at $199 per month.
An important detail is that, before buying the service, you have a free trial for one month, without a credit card requirement. If after that period you wish to continue enjoying the software, you just have to fill in your payment data. If, on the other hand, you did not like Zendesk, you will not lose any money.
Who uses Zendesk
This platform can be used by everyone, but originally it is aimed at companies who handle clients on a daily basis and who need to improve their online businesses’ users’ relationships.
Many Zendesk users have claimed that this platform is an excellent ally for their companies and businesses due to its low learning curve and to many other highlights that have helped them get good results.
In addition to that, the fact that Zendesk integrates different communication channels makes it easy for them to reach each and every individual they wish to. Business owners claim that their productivity has increased by 20% since using the platform.
There are also negative reviews, nonetheless. Some users claim to have been let down by the software. One of the reasons they weren’t satisfied with it is that, although reporting seems to be very efficient, it is not particularly easy to use: it seems to take a lot of time to understand how it works.
Others consider that this tool is not the greatest available option due to its high pricing and the fact that it does not establish clearly what is included on each plan and how they differ from one another.
Zendesk speaks highly of itself and claims to take greatly into account its users’ reviews and critics –all in all, they specialize in customer relationships– and to focus on offering a top service with a quality seal. Therefore they surely are already aware of the complaints and are currently working on them, as well as on the integration of new tools and features to improve their users’ benefits and make everyone more comfortable with the platform.
- Number of features
- Learning curve
- User friendly
Alternatives to Zendesk
About the author
I work as an independent eCommerce and Amazon consultant.
I work for: Estrella Damm, Intersport, Bella Aurora, Lladró, Textura Interiors, Nice Things Palomas, Castañer, Due-Home and many other clients.
I teach and have been a speaker at: Meet Magento, Prestashop, Prestashop Day, SEMRush, Cambra de Comerç Barcelona, ClinicSEO, Ecommbeers, Ecommbrunch, Ecommercetour.com, Ecommfest, EOI, ESIC-ICEMD, Foxize, Generalitat de Catalunya, Inesdi, Quondos and The Valley.
In addition, I have done in-company trainings for brands such as Orange and Adidas.
Finally, I collaborate writing articles for Shopify, SEMRush, Prestashop´s official blog, Brainsins, La Vanguardia, eCommerce-news.es, Marketing4ecommerce and other blogs and media.