Zendesk

Zendesk

Cloud-Kundendienst-Software

4.3/5 (2286 Bewertungen)

Zendesk Übersicht

Was ist Zendesk?

Zendesk ist die weltweit führende Cloud-basierte Service-Software-Lösung, der über 40.000 Organisationen vertrauen. Unternehmen wie Groupon, Box und Zappos verwenden Zendesk, um Kosten zu senken, Produktivität zu steigern und Kundenzufriedenheit zu erhöhen. Zendesk ist sowohl beim Kundendienst-Team als auch bei Kunden wegen des fantastisch einfachen Interfaces beliebt. Zendesk ist einfach auszuprobieren, zu kaufen, zu implementieren und zu nutzen. Zendesk lässt sich nahtlos in alle Support-Kanäle integrieren, wie E-Mail, Web, Chat und Social Media. Es können beliebig viele Kunden-Service-Agenten bereitgestellt werden, 5, 50 oder 500. Zendesk wird von Unternehmen mit Tausenden von Agenten und mit Zehntausenden von Tickets pro Tag verwendet.

Zendesk Übersicht

Preis

Beginnt ab
5,00 $/Monat

Preisoptionen

Gratis Testen
Abonnement
Preis-Leistungs-Verhältnis

Zendesk Funktionen

Geräte
Unternehmensgröße
K M G
Märkte
Asien, Australien, Brasilien, Kanada, China und 5 weitere , Europa, Deutschland, Indien, Japan, Lateinamerika
Unterstützte Sprachen
Arabisch, Chinesisch (vereinfacht), Chinesisch (traditionell), Tschechisch, Dänisch und 22 weitere , Niederländisch, Englisch, Finnisch, Französisch, Deutsch, Hebräisch, Ungarisch, Indonesisch, Irisch, Italienisch, Japanisch, Koreanisch, Norwegisch, Polnisch, Portugiesisch, Russisch, Spanisch, Schwedisch, Taiwanisch, Thai, Türkisch, Ukrainisch

Screenshots

Zendesk Screenshot: Organize your tickets by grouping them into lists with the Views feature. Create pre-defined default views, shared views for your team, and personal views custom to the agent.
Zendesk Screenshot: Organize your tickets by grouping them into lists with the Views feature. Create pre-defined default views, shared views for your team, and personal views custom to the agent. Zendesk Screenshot: Keep a pulse on agent performance with easy to view and navigate dashboards Zendesk Screenshot: Get a better sense of how you're doing with visibility on ticket volume, agent performance, and other key support metrics. Zendesk Screenshot: Streamline your ticket volume by directing tickets to the agent that's best equipped to resolve them. Zendesk Screenshot: Contextual workplaces give agents the right tools they need based on the ticket they're solving - such as apps and customer info. Zendesk Screenshot: Easily collaborate with other teams to get involved in solving customer questions.

Zendesk Bewertungen

Zendesk Bewertungen

Gesamtbewertung
4.3
/
5 2286 Nutzerbewertungen
Ausgezeichnet
1183

Sehr gut
817

Durchschnitt
221

Gering
41

Schlecht
24

Preis-Leistungs-Verhältnis
4.1
Funktionen
4.3
Bedienkomfort
4.3
Kundenbetreuung
4.3
87% haben diese Anwendung empfohlen
Nick Y.

Zendesk - Robust Ticketing Software

We used Zendesk at 3 of my last 4 jobs. The last 2 at my suggestion. We handle a diverse amount of different customer issues and its a great system to manage and track all the different interactions our customers are having as well as the agents that are handling them.


Mit Google übersetzen
Verifizierter Rezensent

Easy Inter-team Communication and Customer History

I can't stress enough how easy Zendesk makes it to pass tickets back and forth between people and teams. My team gets a constant flow of tickets and we are able to keep them organized by time, urgency and topic. All customer emails and voicemails that are incoming to my department are received in Zendesk and it's very simple to either respond or make a note and pass along the ticket to the correct person. Zendesk contributes enormously to my company's efficiency and overall organization.


Mit Google übersetzen
Neyda jose M.

Excellent customer service solution

This software has been really efficient since not only it allows to give a good attention to the client but also it is possible to do a follow-up to the attention agents to know who stands out the most, who are available to take care of the client and this makes that not wait for any client but all are served in the best way possible and you can solve their problems in the shortest time, there is also no way to have a collapse in the channels as there are different channels of attention that can be chosen to suit each client, that is why I think Zendesk is a tool with great potential and can be used in any type of company regardless of the size of it.


Mit Google übersetzen
Michele R.

It's what everybody's doing

Overall, Zendesk makes customer service more efficient. As a manager, I'm able to see my employees satisfaction ratings, how long they spent that day answering emails, how long it takes them in general to answer an email, how long they spent on the phone, etc. Zendesk has been great in streamlining my customer service team while also optimizing the customer's experience.


Mit Google übersetzen
Erica d. B.

Great software, terrible support (ironically); Hope you don't have to leave

Our company has been using Zendesk for 5-7 years. I was not personally around when we onboarded it, but I have worked with it for over 3 years now. We have terrible trouble any time we did need support, for a system problem or a question we couldn't answer ourselves via their expansive maze of KnowledgeBase. The support reps at Zendesk have been accusatory, excuse-ridden, and most of all don't even read the tickets you submit to understand the problem (Zendesk support actually became an office joke. That's about the time we decided we had to look for another tool). When we met with our Account Rep to try to get some of the issues worked out, we were told basically that we weren't even supposed to have gotten the level of support we had received, and proceeded to explain how SaaS works (we're a software company, mind you).

I think Zendesk simply got too big too fast, and somewhere along the way decided that the businesses using their product aren't important anymore. They lost this long-term customer.


Mit Google übersetzen
Nick Y.
Branche: Computer-Software
Untern. Größe: 13-50 Mitarbeiter
Mit Google übersetzen

Zendesk - Robust Ticketing Software

Täglich für Mehr als 2 Jahre genutzt
Bewertet am 31.10.2019
Quelle der Bewertung: Capterra

We used Zendesk at 3 of my last 4 jobs. The last 2 at my suggestion. We handle a diverse amount of different customer issues and its a great system to manage and track all the different interactions our customers are having as well as the agents that are handling them.

Vorteile

The ticketing platform was much easier to use than our antiquated ticketing service we used. I like the different options and features that Zendesk has vs some of the other companies out there.

Nachteile

The interface is a little tricky if you have not used it before. So unless you have a diverse knowledge of ticketing software the hill can be a little hard to climb at first, but once you do its smooth sailing from there.

Verteilung der Bewertung

Preis-Leistungs-Verhältnis
Bedienkomfort
Kundenbetreuung

Weiterempfehlungsquote: 8.0/10

Verifizierter Rezensent
Branche: Finanzdienstleistungen
Untern. Größe: 51-200 Mitarbeiter
Mit Google übersetzen

Easy Inter-team Communication and Customer History

Täglich für Mehr als 2 Jahre genutzt
Bewertet am 21.8.2019
Quelle der Bewertung: Capterra

I can't stress enough how easy Zendesk makes it to pass tickets back and forth between people and teams. My team gets a constant flow of tickets and we are able to keep them organized by time, urgency and topic. All customer emails and voicemails that are incoming to my department are received in Zendesk and it's very simple to either respond or make a note and pass along the ticket to the correct person. Zendesk contributes enormously to my company's efficiency and overall organization.

Vorteile

Zendesk allows my team (the accounts receivable team) to work seamlessly with the customer support team. On a daily basis, we pass tickets back and forth to accomplish both simple and more difficult tasks for our customers. The majority of our customer emails, voicemails and recorded calls are logged in Zendesk, so it's easy to search the history of any given customer to find out what they have contacted us about and who helped them. Zendesk makes it super simple to switch back and forth between emailing and making internal notes. A single ticket can contain customer-facing communication, a phone call recording and employee-only notes, all of which are vital to managing our customer accounts.

Nachteile

There are really only two things I don't like about Zendesk. First, I don't care for how it looks when two or more tickets are merged together. Instead of logging emails and notes from oldest to newest like a chain of events, Zendesk collapses one ticket into the other and you have to open both to see everything. It's just a little difficult to understand visually. Second, my company used to use a similar system called Help Scout and it was able to tell us when a customer had opened an email from us. Zendesk is not able to do that.

Verteilung der Bewertung

Bedienkomfort

Weiterempfehlungsquote: 6.0/10

Neyda jose M.
Branche: Computer-Software
Untern. Größe: 51-200 Mitarbeiter
Mit Google übersetzen

Excellent customer service solution

Täglich für 6-12 Monate genutzt
Bewertet am 22.5.2019
Quelle der Bewertung: GetApp

This software has been really efficient since not only it allows to give a good attention to the client but also it is possible to do a follow-up to the attention agents to know who stands out the most, who are available to take care of the client and this makes that not wait for any client but all are served in the best way possible and you can solve their problems in the shortest time, there is also no way to have a collapse in the channels as there are different channels of attention that can be chosen to suit each client, that is why I think Zendesk is a tool with great potential and can be used in any type of company regardless of the size of it.

Vorteile

Zendesk is a customer service software with very relevant features that make me like it, one of them is that it has an extremely friendly interface, since it can be customized which allows it to be easy to use, allows the agent to have information about who the client is, in this way the help process becomes simpler and faster, the client can choose because they want to be served because this software provides different channels as an option being all in real time, besides it offers a highly efficient ticket management efficient since agents can create different notes on the same ticket and even several of them can serve the same client making the process much more efficient and the best thing is that through it you can track users as well as the tickets which is a great advantage since an order is maintained.

Nachteile

Despite being extremely efficient in terms of providing the most optimal tools to make the customer service process simpler and faster and adjusted to the needs of each client, this software still has some things that should improve as is the case of providing plans that can adjust more to each company since their plans has a fairly high price, also the creation of reports is very efficient but it is not easy to use so it can take more time than expected to complete the same

Verteilung der Bewertung

Preis-Leistungs-Verhältnis
Bedienkomfort
Kundenbetreuung

Weiterempfehlungsquote: 9.0/10

Michele R.
Branche: Einzelhandel
Untern. Größe: 2-10 Mitarbeiter
Mit Google übersetzen

It's what everybody's doing

Täglich für Mehr als 2 Jahre genutzt
Bewertet am 12.3.2019
Quelle der Bewertung: Capterra

Overall, Zendesk makes customer service more efficient. As a manager, I'm able to see my employees satisfaction ratings, how long they spent that day answering emails, how long it takes them in general to answer an email, how long they spent on the phone, etc. Zendesk has been great in streamlining my customer service team while also optimizing the customer's experience.

Vorteile

Seems like Zendesk is the go-to for any e-commerce site these days. I wish there was another company that had the same amount of features and functionalities as zendesk does but I haven't found one. The chat widget is easy to implement and I like the option to have the "help" functionality act as a buffer between the customer and chat- we have the customer first try to find the answer to whatever question they have by searching our "help" articles. Then, if they can't find the answer they're looking for there, they can choose to chat with a live agent. This helps our customer service agents get the most out of their time- they're not chatting answering obvious questions that can be found all over our website (for the most part..).

Nachteile

What I like least about Zendesk is the automated "your ticket is open" and "your ticket is closed" functionality. This confuses customers a lot. We will close a ticket (email chain) and then zendesk automatically sends out to the customer a separate email that says "hour request is now closed." This really confuses customers- especially older ones. They'll send us a separate email saying "what request? what is closed" and we have to explain it to them, and then close the ticket again, thus sending the same "your request is now closed" email to them. Sometimes it's an endless circle.

Verteilung der Bewertung

Preis-Leistungs-Verhältnis
Bedienkomfort
Kundenbetreuung

Weiterempfehlungsquote: 8.0/10

Erica d. B.
Branche: E-Learning
Untern. Größe: 2-10 Mitarbeiter
Mit Google übersetzen

Great software, terrible support (ironically); Hope you don't have to leave

Täglich für Mehr als 2 Jahre genutzt
Bewertet am 6.9.2018
Quelle der Bewertung: Capterra

Our company has been using Zendesk for 5-7 years. I was not personally around when we onboarded it, but I have worked with it for over 3 years now. We have terrible trouble any time we did need support, for a system problem or a question we couldn't answer ourselves via their expansive maze of KnowledgeBase. The support reps at Zendesk have been accusatory, excuse-ridden, and most of all don't even read the tickets you submit to understand the problem (Zendesk support actually became an office joke. That's about the time we decided we had to look for another tool). When we met with our Account Rep to try to get some of the issues worked out, we were told basically that we weren't even supposed to have gotten the level of support we had received, and proceeded to explain how SaaS works (we're a software company, mind you).

I think Zendesk simply got too big too fast, and somewhere along the way decided that the businesses using their product aren't important anymore. They lost this long-term customer.

Vorteile

Zendesk as a tool does what it is supposed to do, and it does it well. We used Support + Guide products, for ticketing for our e-learning business, and also for our Self-Serve support (knowledgebase). It is full-featured, and comprehensive. As far as support rep work goes, it's simple, to the point, and it integrates well with many tool because it is such a large company. It is designed for an enterprise company.

Nachteile

Because it is so full-featured, it can be years' work to get everything set like you need, and they provide little to no assistance. Some of the basic settings are so deep and so spread out, you'll spend hours reading through Help articles to understand how to customize your ticket form. It is NOT small-business friendly, it is really meant for large companies with someone dedicated to maintaining this software.

Verteilung der Bewertung

Preis-Leistungs-Verhältnis
Bedienkomfort
Kundenbetreuung

Weiterempfehlungsquote: 0.0/10

Nutzerempfehlung
8.4/10
Basierend auf 2.286 Benutzerbewertungen
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Zendesk Preis

Zendesk Preis

Beginnt ab
5,00 $/Monat
Gratis Testen
Abonnement
Preis-Leistungs-Verhältnis
Preis-Leistungs-Verhältnis
4.1/5
Basierend auf 2.286 Benutzerbewertungen
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Zendesk Funktionen

Zendesk Funktionen

API
Aktivitäts-Dashboard
Automatische Benachrichtigungen
Berichterstattung und Statistik
CRM-Integration
Chat
E-Mail-Integration
Echtzeitüberwachung
Integration von Dritten
Kontakt-Historie
Kundenspezifisches Branding
Multi-Channel-Kommunikation
Priorisierung
Social-Media-Integration
Sofortnachrichten
Support Ticket Management
Umfragen & Feedback
Wissensbasis-Management
Workflow-Management
Überwachung
Funktionen
4.3/5
Basierend auf 2.286 Benutzerbewertungen
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Kategorien

Videos und Anleitungen

Videos und Anleitungen

Zusätzliche Informationen für Zendesk

Zusätzliche Informationen für Zendesk

Schlüssel-Features von Zendesk

  • Echtzeit-Updates
  • Flexibles Ticket-Management mit automatisiertem Workflow
  • Gruppenregeln und Makros
  • Leicht zu kennzeichendes Web-Interface mit Blick auf die Kunden
  • Mehr-Marken-Unterstützung mit verknüpften Konten
  • Mobile Unterstützung mit nativen iPhone, iPad und Android-Apps
  • Multi-Channel-Unterstützung: E-Mail, Web, Telefon, Chat, Social Media
  • Multi-Gebietsschema (Zeitzone und Sprachen)
  • Open API ermöglicht eine nahtlose Integration in das jeweilige Unternehmen
  • REST-API
  • SSO mit Twitter, Facebook, Google und SAML
  • Screencasting
  • Ticket-Ansichten in CSV exportieren
  • Umfassende Berichte und erweiterte Analysen
  • Unbegrenzte und kostenlose "leichte Agenten" (nur beim Enterprise-Plan)
  • Vollständige CSS-Markenumstellung
  • Vorgefertigt: Salesforce, SugarCRM
  • Wissensdatenbank-Portal und Community-Foren enthalten
  • Öffentliche und private Foren
  • Über 100 out-of-the-Box-Integrationen mit Anwendungen von Drittanbietern

Zendesk Häufig gestellte Fragen

Zendesk Häufig gestellte Fragen

Weiter unter folgen häufig gestellte Fragen über Zendesk.

F. Welche Preispläne bietet Zendesk an?

Zendesk bietet folgende Kostenpläne an:

Beginnt ab: 5,00 $/Monat

Preismodell: Abonnement

Gratis Testen: Verfügbar

F. Was sind die Hauptfunktionen von Zendesk?

Zendesk bietet die folgenden Funktionen:

  • Leicht zu kennzeichendes Web-Interface mit Blick auf die Kunden
  • Ticket-Ansichten in CSV exportieren
  • Flexibles Ticket-Management mit automatisiertem Workflow
  • Vollständige CSS-Markenumstellung
  • Gruppenregeln und Makros
  • Wissensdatenbank-Portal und Community-Foren enthalten
  • Mobile Unterstützung mit nativen iPhone, iPad und Android-Apps
  • Multi-Gebietsschema (Zeitzone und Sprachen)
  • Mehr-Marken-Unterstützung mit verknüpften Konten
  • Multi-Channel-Unterstützung: E-Mail, Web, Telefon, Chat, Social Media
  • Open API ermöglicht eine nahtlose Integration in das jeweilige Unternehmen
  • Über 100 out-of-the-Box-Integrationen mit Anwendungen von Drittanbietern
  • Vorgefertigt: Salesforce, SugarCRM
  • Öffentliche und private Foren
  • REST-API
  • Echtzeit-Updates
  • Umfassende Berichte und erweiterte Analysen
  • SSO mit Twitter, Facebook, Google und SAML
  • Screencasting
  • Unbegrenzte und kostenlose "leichte Agenten" (nur beim Enterprise-Plan)

F. Wer sind die typischen Nutzer von Zendesk?

Zendesk hat die folgenden typischen Kunden:

Freie Mitarbeiter, Großunternehmen, Mittlere Unternehmen, Non-Profit, Öffentliche Verwaltung, Kleine Unternehmen

F: Welche Sprachen werden von Zendesk unterstützt?

Zendesk unterstützt die folgenden Sprachen:

Arabisch, Chinesisch (vereinfacht), Chinesisch (traditionell), Tschechisch, Dänisch, Niederländisch, Englisch, Finnisch, Französisch, Deutsch, Hebräisch, Ungarisch, Indonesisch, Irisch, Italienisch, Japanisch, Koreanisch, Norwegisch, Polnisch, Portugiesisch, Russisch, Spanisch, Schwedisch, Taiwanisch, Thai, Türkisch, Ukrainisch

F. Welche Preispläne bietet Zendesk an?

Zendesk hat folgende Preismodelle:

Abonnement

F. Unterstützt Zendesk mobile Geräte?

Zendesk unterstützt die folgenden Geräte:

Android, iPhone, iPad

F. Mit welchen anderen Applikationen integriert Zendesk?

Zendesk kann in folgende Anwendungen integriert werden:

123FormBuilder, Clarizen, ClickDesk, Get Satisfaction, Innotas, InsightSquared, Podio, Vivocha, Yonyx, Zendesk Chat

F. Welche Varianten der Kundenbetreuung bietet Zendesk an?

Zendesk bietet folgende Optionen für Kundensupport:

Häufig gestellte Fragen, Forum, Wissensdatenbank, Online-Support, Telefon-Support, Video-Anleitungen