Zendesk Support Reviews & Product Details

Zendesk support provides a cloud-based customer support platform to businesses and customers, which helps in simplifying and smoothening the interaction between them. The company's platform also consolidates the data from customer interactions and provides it to various analytics and performance benchmarking organizations, which derive actionable intelligence from it. With the acquisition of We Are Cloud (WAC), an analytics software firm, the company also aims to expand its footprint in the analytics industry. It is a major CRM software provider and has a rich portfolio of CSS offerings. Zendesk's single Omni-channel interface supports email, chat, voice, and social media. Its customer service platform is available in over 40 languages for the convenience of end-users, and it also provides self-service optimization and customization facilities for the help centers as per the organizational needs.

USP : Zendesk support provide customers with the resources needed to help themselves. The company first creates a help center for customers with a smart knowledge base. Then provides them with a Community and a dedicated space where they can with a Customer Portal. It then applies AI to automate tasks, offer recommendations and predictions to create better experiences wherever the agents and customers are. Zendesk support also provides Answer Bot that uses machine learning to answer customer questions with content from the knowledge base.

BUYERS
VENDORS
EXPERTS
2.5
ANALYSTS
 

ZENDESK INC detailed analysis

Product Maturity
Company Maturity
Most IMPORTANT
0.0
0.0
0.0
Support Services
1.90
2.15
1.15
Product Features and Functionality
3.70
4.05
3.40
Delivery
4.30
4.30
3.65
Breadth and Depth of Product Offerings
2.30
3.60
3.50
LEAST IMPORTANT LESS IMPORTANT

PARTICIPATING QUADRANTS

ZENDESK INC has chosen it’s strengths in these 3 territories
  • Niche Quadrant

    All-Middle East and Africa

    13 Participants

  • Niche Quadrant

    All-Asia-Pacific

    20 Participants

  • Niche Quadrant

    All-Europe

    20 Participants

STRENGTHS
  • Product Maturity / Delivery
    Delivery - Direct
  • Product Maturity / Deployment Mode
    Hosted / On-Cloud
  • Product Maturity / Deployment Mode
    On-Premise
  • Product Maturity / Services Offered
    Education & Training
  • Product Maturity / Services Offered
    Integration & Deployment
  • Product Maturity / Services Offered
    Managed Services
  • Product Maturity / Services Offered
    Support & Maintenance
  • Product Maturity / Preferred support services delivery
    On-Site Support
  • Product Maturity / Preferred support services delivery
    Remote Support
  • Product Maturity / Preffered Delivery
    Per User / Device Basis
  • Product Maturity / Preffered Delivery
    Subscription / Licensing
  • Product Maturity / Delivery
    Delivery - Through Partners / Third-Party Vendors
  • Product Maturity / Software Offered
    E-mail Management
  • Product Maturity / Software Offered
    Interactive Voice Response & Interactive Text Response
  • Product Maturity / Software Offered
    Mobile Self-Service
  • Product Maturity / Software Offered
    Social Media and Community Self-Service
  • Product Maturity / Software Offered
    Web Self-Service
  • Product Maturity / Features Offered
    Automated Ticketing
  • Product Maturity / Features Offered
    Community Platforms
  • Product Maturity / Features Offered
    FAQ Web Pages
WEAKNESSES

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TOP FEATURES
  • Product Features and Functionality
    Features Offered
  • Features Offered
    Automated Ticketing
  • Features Offered
    Knowledgebases
  • Software Offered
    Social Media and Community Self-Service
  • Services Offered
    Managed Services
  • Software Offered
    Interactive Voice Response & Interactive Tex..
  • Features Offered
    Helpdesk Automation
  • Delivery
    Delivery - Direct
  • Preferred support services delivery
    Remote Support
  • Features Offered
    Social Forums

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