Wer verwendet Zendesk?
Von Start-ups bis hin zu Fortune 500-Unternehmen, mehr als 80.000 Kunden vertrauen Zendesk hinsichtlich ihrer Kunden-Support-Bedürfnisse.
Was ist Zendesk?
Zendesk baut Software für bessere Kundenbeziehungen. Es befähigt Organisationen, Kundenbindung zu verbessern und ihre Kunden besser zu verstehen. Zendesk Produkte für die Kundenbetreuung, Help-Center und Live-Chats sind einfach zu nutzen und umzusetzen und helfen Unternehmen, zu innovieren und zu skalieren. Mehr als 80.000 Unternehmen wie Uber, Groupon, Box, Airbnb und Disney verwenden Zendesk, um ihre Unterstützungskosten zu senken, die Produktivität zu steigern und die Kundenzufriedenheit zu erhöhen.
Zendesk – Details
Zendesk
https://www.zendesk.com
Gegründet 2007
Zendesk – Kostenübersicht
Zendesk bietet keine Gratisversion, aber eine kostenlose Testversion. Die kostenpflichtige Version von Zendesk ist ab 5,00 $/Monat verfügbar.
Startpreis
5,00 $/Monat
Preisinformationen
Kostenlose Version
Nein
Gratis Testen
Einsatz
Cloud, SaaS, Web
Mobile - iOS Native
Mobile - Android Native
Training
Persönlich
Live Online
Webinare
Dokumentation
Kundenbetreuung
24/7 (Live Vertreter)
Support während der Geschäftszeiten
Online
Zendesk Funktionen
Beschwerdemanagement Software
- Fall-Management
- Feedback-Management
- Formularverwaltung
- Klassifikation der Beschwerden
- Korrekturmaßnahmen (CAPA)
- Kundenreklamations-Tracking
- Problem-Nachverfolgung
- Qualitätssicherungs-Management
- Routing
- Self-Service Portal
- Social Media-Überwachung
- Umfrage-Management
CCM-Software
- Batch-Daten Kommunikation
- Chat / Messaging
- Content-Management
- Druck-Management
- E-Mail-Verteilung
- Multi-Channel-Kommunikation
- On-Demand Kommunikation
- Personalisierung
- Video-Inhalte
- Vorlagen-Management
- interaktive Inhalte
CEM Software (Customer Experience Management)
- Analytik
- Befragungs-/Umfragemanagement
- Dashboard
- Empfindungsanalyse
- Kundensegmentierung
- Multichannel-Datenerfassung
- Negatives Feedback Management
- Prädiktive Analytik
- Textanalyse
- Wissensmanagement
Siehe die vollständige CEM Software (Customer Experience Management) Liste
Call Center Software
- Anrufaufzeichnung
- Anrufprotokoll
- Anruftext-Aufzeichnung
- Berichterstattung / Analyse
- Echtzeit-Chat
- Eskalationsmanagement
- Gemischtes Call-Center
- Inbound Callcenter
- Kampagnenmanagement
- Manuelles Wahlsystem
- Outbound-Callcenter
- Progressives Wählersystem
- Prädiktive Wähler
- Sprachdialogsystem (IVR)
- Warteschlangenmanagement
Customer Success Tools
- Einstellungen (Personalbeschaffung)
- Ertragsmanagement
- Gesundheitswerte
- Gewinn- / Verlust-Analyse
- Kommunikationsmanagement
- Konto-Benachrichtigungen
- Kontoverwaltung
- Kunden-Lebenszyklus-Management
- Kundenbindung
- Nutzungsverfolgung/-analyse
Help-Desk-Software
- Automatisiertes Routing
- Berichterstattung / Analyse
- Call-Center-Management
- Dokumentenspeicher
- E-Mail-Integration
- Echtzeit-Chat
- IT-Asset-Management
- Kundenspezifisches Branding
- Makros/Antwortvorlagen
- Management von Dienstgütevereinbarungen (SLA)
- Multi-Channel-Kommunikation
- Netzwerküberwachung
- Remote-Zugriff/-Kontrolle
- Self-Service Portal
- Social-Media-Integration
- Ticket-Management
- Verfolgung von Interaktionen
- Warnungen / Eskalation
- Wissensbasis-Management
- Workflow-Konfiguration
IT-Service-Software
- IT-Asset-Management
- Release-Management
- Self-Service Portal
- Service-Katalog
- Serviceberichterstattung
- Störfallmanagement
- Ticket-Management
- Vertragsmanagement
- Wissensmanagement
ITSM Software (IT-Service-Management)
- Konfigurationsmanagement
- Problem-Management
- Projektmanagement
- Self-Service Portal
- Störfallmanagement
- Verfolgen von Vermögensanlagen
- Verfügbarkeit-Management
- Versions- und Bereitstellungsmanagement
- Vertrags-/Lizenz-Management
- Veränderungsmanagement
Siehe die vollständige ITSM Software (IT-Service-Management) Liste
IVR Software (Interactive Voice Response)
- Anrufaufzeichnung
- Anrufprotokoll
- Call Center
- Mehrfache Skripts
- Stimmenanpassung
- Telefon-Tasteneingabe
- Text in Sprache (verwandeln)
- Umfrage-Management
- Voice-Mail
- Weiterleitung von Anrufen (Call Routing)
Siehe die vollständige IVR Software (Interactive Voice Response) Liste
Issue Tracking Software
- Aufgabenmanagement
- Aufgabenmanagement
- Dashboard
- Eskalationsmanagement
- Problemplanung
- Projektmanagement
- Wiederkehrende Probleme
- Wissensbasis-Management
- Überprüfung von Vorfällen
Kundendienst Software
- Call-Center-Management
- E-Mail-Management
- Leistungskennzahlen
- Live-Chat
- Self-Service Portal
- Social-Media-Integration
- Terminverwaltung
- Umfragen & Feedback
- Virtueller Assistent
- Warnungen / Eskalation
- Warteschlangenmanagement
- Wissensdatenbank
- Workflow-Management
Kundenengagement Software
- Abwanderungsraten-Management
- Analytik
- Community-Management
- Feedback-Sammlung
- Gamification
- Inhalt-Syndizierung
- Kommunikationsmanagement
- Live-Chat
- Video-Inhalte
Kundenzufriedenheit Software
- 360-Grad-Feedback
- Analytik
- Berichterstattung über Anrufe
- Feedback-Sammlung
- Umfrage-Management
- Überwachung der Beschwerden
Live Chat Software
- Bildschirm teilen
- Geo-Zielgruppenerfassung
- Integration von Dritten
- Kundenspezifisches Branding
- Offline-Formular
- Proaktiver Chat
- Transfer / Weiterleitung
- Vorformulierte Antworten
- Websitebesucher-Nachverfolgung
Service Desk Software
- Beschaffungsmanagement
- Configuration Management Database (CMDB)
- Fernbedienung
- IT-Asset-Management
- Mobiler Zugriff
- SLA-Management
- Self-Service Portal
- Störfallmanagement
- Veränderungsmanagement
- Wissensdatenbank
Wissensmanagement Software
- Content-Management
- Diskussionsforum
- Entscheidungsbaum
- Katalogisierung / Kategorisierung
- Kollaboration
- Self-Service Portal
- Volltextsuche
- Wissensbasis-Management
Zendesk Alternativen
Mehr Alternativen zu Zendesk
Zendesk – Nutzerbewertungen
Zeigt 5 von 2.393 Nutzerbewertungen
Ashley E.
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Gesamtbewertung5/5
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Benutzerfreundlichkeit5/5
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Eigenschaften & Funktionalitäten5/5
-
Kundenbetreuung5/5
-
Preis-Leistungs-Verhältnis5/5
-
Wahrscheinlichkeit der Weiterempfehlung
- Quelle des Nutzers
- Bewertet am 11.4.2020
"The best professional ticketing solution"
Kommentare: I have had several smooth years using zendesk and really love using it for every ticket incident I have to resolve.
Vorteile: I can manage my tickets with ease using Zendesk. It provides me with the perfect user interface to easily navigate between all my tickets and incidents. This tool is also widely used making it great for training new colleagues and customers to use this for internal systems.
Nachteile: The software is great however it can take a couple of hours to get used to the flow of tickets and interfaces in comparison to some other CRM software. Once familiar this is not an issue.
- Quelle des Nutzers
- Bewertet am 11.4.2020
Ted F.
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Gesamtbewertung5/5
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Benutzerfreundlichkeit5/5
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Eigenschaften & Funktionalitäten4/5
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Kundenbetreuung1/5
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Preis-Leistungs-Verhältnis4/5
-
Wahrscheinlichkeit der Weiterempfehlung
- Quelle des Nutzers
- Bewertet am 31.1.2020
"Need help from Zendesk? Forget it. Don't even bother."
Kommentare: Horrible. I only use this software because it would be a hassle porting all existing tickets over to a different platform. I needed billing support from them, and my ticket was 'escalated' to the Finance department, but nobody ever got back to me in time. Literally a few days went by and not one word from my Zendesk agent. They have a poor support system. So, if you don't ever need help with anything and know what you're doing, then ZD is probably for you.
Vorteile: The software functions nicely. It is very well put together. They make it easy to run a help desk.
Nachteile: The support, or lack thereof. If you need support for this software, they take a long, long time to get back to you. You better know what you're doing, because if you need to get a hold of them, I wish you the best of luck.
- Quelle des Nutzers
- Bewertet am 31.1.2020
Ashish G.
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Gesamtbewertung4/5
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Benutzerfreundlichkeit4/5
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Eigenschaften & Funktionalitäten4/5
-
Kundenbetreuung4/5
-
Preis-Leistungs-Verhältnis4/5
-
Wahrscheinlichkeit der Weiterempfehlung
- Quelle des Nutzers
- Bewertet am 6.8.2020
"Worth the service and product"
Kommentare: Zendesk is the CS tool which helps users reach out to us and is a good tool to generate reports, segregate users, improve users experience in reaching out to support team.
Vorteile: The most liking thing about this software is, its customizable in every way. The software does not have lot of features available, but you can customize yourself (or a developer) the features based on your requirement.
Nachteile: The service is quite slow and the product even has downtime.
- Quelle des Nutzers
- Bewertet am 6.8.2020
Verifizierter Rezensent
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Gesamtbewertung1/5
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Benutzerfreundlichkeit2/5
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Eigenschaften & Funktionalitäten2/5
-
KundenbetreuungNicht bewertet
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Preis-Leistungs-Verhältnis1/5
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Wahrscheinlichkeit der Weiterempfehlung
- Quelle des Nutzers
- Quelle: GetApp
- Bewertet am 25.9.2018
"A mediocre product that doesn't get better as it grows"
Vorteile: I struggle to find good things to say. It works and rarely has performance problems. If you need very basic support ticketing and are just starting out, you could use it and be successful. We did. But the functionality and support for those organizations between startup and large corporation is nil. If we were a very large organization, I could see it being a valuable product.
Nachteile: 1. It is incredibly difficult to keep track of business users. When you are a SaaS supporting clients who have end-users, organizing tickets and documenting issues is very important to find patterns. This is not possible in Zendesk, at least at the Team feature level. There is not a central location for information for an organization outside of a Notes box that is basically a tiny sidebar textbox that allows no formatting to make notes over time readable. 2. There is no way to reference individual comments in a ticket because individual comments do not have their own IDs. This makes it very cumbersome to keep succinct notes and refers back to my first point. The only way we can review a client's history is through wading through a bunch of tickets with an endless stream of comments. I can't get a good timeline overview of their experience and issues, which is so essential to good issue triage. 3. Lack of features for those at the less pricey levels is pretty bad. There's no way to make our contact forms more customizable (like having a message to the person on the ticket - there is only limited description area and those are question/field based) and we don't have access to conditional logic on the forms. So we are left with clients just throwing issues at us without getting good information from them to get a one-touch resolution. The way Zendesk works it forces us to give lower-quality support. 4. There's no exporting your ticket information or running any sort of report if you are using the Team or lower feature level. These, to me, should be basic features as they pertain to the most basic of needs for any support team. Not only that, it ties you to the product and punishes you for leaving. We can't move to another product because we can't take our ticket history with us. 5. The features and performance is inconsistent. For example, there are "Triggers" and "Automations". Triggers and automations are the same. The only difference is the automations are time-based. But they don't tell you that in the interface - there's nothing telling you what is required to set up the automation in order for it to pass validation, only an error message. And by following the instructions of the error message, you can still get more errors. But there's nothing there to tell you the overall requirements so you can avoid errors in the first place. And in the Triggers interface, they leave out a large amount of placeholder options for seemingly no reason, so you have to go find the placeholder references for yourself. In my opinion, Zendesk doesn't have the user in mind. They put out new features and integrations, but the core product is so severely lacking that it seems like they feel they are operating on auto-pilot and their product needs no update itself. It's a shame, because it was probably was a good product with a lot of potential back when it first started up.
- Quelle des Nutzers
- Quelle: GetApp
- Bewertet am 25.9.2018
Verifizierter Rezensent
-
Gesamtbewertung5/5
-
Benutzerfreundlichkeit4/5
-
Eigenschaften & Funktionalitäten5/5
-
Kundenbetreuung5/5
-
Preis-Leistungs-Verhältnis5/5
-
Wahrscheinlichkeit der Weiterempfehlung
- Quelle des Nutzers
- Bewertet am 26.5.2020
"The CRM your company needs"
Kommentare: I love Zendesk. I suggest it to everyone to use. It's not robust like Salesforce but worth the investment.
Vorteile: The product is so easy to use. You can integrate any software to it to make your support processing streamlined and simple. We integrated JIRA, Slack, Gmail and TalkDesk. Zendesk also allows you to create a knowledge base within the system.
Nachteile: Setting up automations can be difficult, but rewarding once you have the process down. Also, searching for previous tickets for reference can be tedious and all over the place.
- Quelle des Nutzers
- Bewertet am 26.5.2020
