Zendesk Reviews: What Customers are Saying

Is it really a highly recommended tool that gets the job done?

Keeping up with changing business needs in a disruptive environment isn't easy. Whether you're spearheading a small start up or a large company, integrating full featured technologies and other systems is the way to go.

And this is where all the Zendesk hype comes in.

You've heard plenty about the tool, and now, it's time to use it for your business. But before that, it's integral to understand what the software is capable of and why Zendesk reviews matter so much.

The need for management suites like Zendesk in 2023

No matter the industry your organization operates in, effectively managing communications with hot leads is integral to business success. The road from sales to conversion takes time, effort, and a hefty dash of technological assistance delivered by innovative desk software with a scalable user interface.

So, when it comes to choosing one for your beloved brainchild, even small compromises can degrade the overall experience for your employees and customers. To be on the safe side, and select a tool that's truly worth your money, sift through online user reviews.

Ticketing software can have plenty of benefits, given you don't skimp on essential features.

If your company isn't currently using one, or if you're looking for a better alternative, rest assured, making the shift won't feel like jumping into the ocean.

The good news is - businesses today can easily gauge the functionality of a specific tool through a quick review of its features on the website.

Since you're here to figure out whether Zendesk truly deserves your attention, let's dive right in.

What do online reviews say about Zendesk?

Zendesk Suite is a cloud-based CRM company that offers innovative software to help businesses enhance their customer relationships. It has over 5000 reviews on g2.com with an average rating of 4.3/5 and over 3500 reviews with an average rating of 4.4/5 on software advice.com.

The company claims to offer robust features but do real users agree when they put the system to test? Here's the gist of it:

Kevin L - "Perfect for new businesses in the early stages of developing their customer service ability. I integrated Facebook, Instagram and WhatsApp with Zendesk and was able to offer an omni-channel support system with custom workflows, customer self-serve options and paths."

With Zendesk, building connection between different apps has never been easier.

ClickUp, GeckoBoard, Google Analytics - you name it! Over 1000 app integrations are possible. You can easily integrate any tool by adjusting the settings through your dashboard.

But this is just the tip of the iceberg. Zendesk suite reviews comment on a lot more pros.

Dan - "Good selection of ready-made APIs. Flexible API templates. Many useful add-ons in the marketplace."

Users also seem to appreciate Zendesk marketplace!

Arshad Ali M. - "The knowledge base and community forum were incredibly helpful in providing customers with the information they needed, reducing the volume of support inquiries we received."

Without proper customer care and knowledge forums, clients are left to their own devices - and that's not good for conversions in a fast paced environment. Rest assured, Zendesk ensures that you have the necessary information on tap.

Alain M. - "Zendesk Suite has been a game-changer for our customer service operations. We have been able to provide quicker response times, better analytics, and overall better customer service thanks to the platform."

Also Read: Is Cold Outreach Still Relevant Today?

Anonymous - "Zendesk Suite also has powerful reporting and analytics tools that allow me to track the performance of our support team and identify areas that need improvement. This has helped us to optimize our support processes and improve the overall customer experience."

Safe to say, Zendesk's analytical features are an added bonus for small businesses looking to scale up. But that's not all, people rave about its interface too.

Christopher - "They give full detailing usefulness from the get-go, with the capacity to make altered revealing with a simple to-utilize interface."

Anonymous - "I appreciate most about Zendesk Suite is its user-friendly interface.Zendesk Suite has a variety of automation tools that can help streamline support processes..."

From personalizable tools to impeccable technical support, this help desk management solution makes it easy to create and engage communities online, visualise complex data and track metrics.

Top Zendesk features that make it a game changer

Inbuilt analytics

Want to know what the number of tickets generated is telling you? Management needs to answer key questions and that's not possible without the right kind of data.

Zendesk's inbuilt analytics dashboard provides ample insight into the tickets created by customers at a corresponding point of contact.

Zendesk reports adjust to custom metrics and represent a clear picture of what your organization should be focusing on. The more support staff your company uses, the greater the need for prebuilt analytics.

Reliable support agents

One of the most underrated advantages of Zendesk suite is its impeccable technical support. No matter how diligent and technically equipped your staff may be, every business needs great online support to lean back on.

So, even in the worst-case scenario, when your site starts glitching, tickets are piling up, and you're unable to answer customer queries, you'll have Zendesk professionals in your corner.

Customer satisfaction ratings

Let's say your Zendesk support emails receive around a hundred messages each day. One thing's for sure, your ability to cater to them is closely tied to the health of your business's bottom line.

So, ask yourself this:

- Are employees providing proper support?

- Is there a notable pattern your company should be vary of?

- Are most tickets triggered due to the same reason?

With Zendesk, you get customer satisfaction ratings that allow managers to identify holes in the system.

By gauging the CSAT score, you can offer quality advice to your support team, formulate better ways to respond, and increase the likeliness of a repeat purchase by converted leads.

Self-service customer portal

Having a phone system is great. But why limit yourself to just that? Take it up a notch with Zendesk's self-service customer portal that allows your users to troubleshoot general problems on their own.

One of the major benefits of this nifty feature is increased client satisfaction and employee productivity.

When your support agents don't have to deal with non-critical issues, they can focus on fixing high-priority complications instead!

Zendesk pricing and plans

Not all good things in life are cheap and that's something Zendesk users are already aware of. The all-inclusive platform offers unmatched scalability for businesses of all sizes, and hence, you can choose from four different pricing plans.

Suite Team

Priced at $49 per month, the package has basic features suited for emerging businesses. But this is where it gets tricky - subscribers of this plan pay less but they don't have access to a customer service portal.

Suite Growth

Priced at $79 per month, Suite Growth offers an upgrade with 7 extra features like customer satisfaction ratings, multiple ticket forms, a self-service portal, and business hours - all of which combine to enhance flexibility.

Suite Professional

Priced at $99, Suite Professional adds 13 more features to mix compared to the basic plan. The highlight of this package is its HIPPA compliance which is necessary for business operations tied to the medical sector.

Suite Enterprise

Priced at $150, Suite Enterprise hits the sweet spot with a whopping 29 features that allow large companies to retain tight control over the quality of their customer relationships.

A solid reason to go all out with this is its 'AI-powered content cues' feature. By prioritizing tickets according to context, you can serve critical requests before moving on to others.

Bottom line

Is Zendesk Suite worth it? The short answer is YES.

To corroborate, online reviews suggest Zendesk is right on the money but before you make the purchase, don't forget about reaching more customers first.

A great CRM system only works wonders when combined with effective email-warmup tools that lay the ground work for lasting client relationships. The right person for your product or service needs to be contacted, convinced and converted.

Email marketing tool, GoCustomer, lets you do all three with absolute precision.

It improves the sender reputation while scaling the flow of outbound communications so every message your business sends is heard and well-received. You can avail the free trail or choose from different packages according to your specific business needs.