Over Zendesk Suite

Zendesk is de bewezen cloudgebaseerde oplossing voor klantenservice-software die de snelste manier biedt om een geweldige klantenservice in bedrijven van elke omvang en sector mogelijk te maken. Zendesk is zo eenvoudig te gebruiken dat het geliefd is bij klantenondersteuningsteams en hun klanten over de hele wereld. Je kunt overal en vanaf elk apparaat toegang tot Zendesk krijgen.

Meer dan 40.000 klanten vertrouwen op Zendesk, waaronder enkele van 's werelds toonaangevende merken zoals Airbnb, Gilt Groupe, Groupon, Tumblr, Box, Sony en Sears.

Prijzen vanaf:

US$ 49,00/maand

  • Gratis versie
  • Gratis proef
  • Abonnement

Klanten

  • Freelancers
  • Kleine bedrijven (2-50)
  • Middelgrote bedrijven (51-500)
  • Grote ondernemingen (500 en meer)

Implementatie

  • Cloudgebaseerd
  • On-premise

Markten

Oostenrijk, Australië, België, Brazilië, Canada , Zwitserland, China, Duitsland, Denemarken, Spanje, Frankrijk, Verenigd Koninkrijk, Hongkong SAR van China, Ierland, India, Italië, Japan, Mexico, Nederland, Nieuw-Zeeland, Filipijnen, Zweden, Singapore, Taiwan, Verenigde Staten

Ondersteunde talen

Arabisch, Chinees, Chinees (traditioneel), Deens, Duits , Engels, Fins, Frans, Hebreeuws, Hongaars, Iers, Indonesisch, Italiaans, Japans, Koreaans, Nederlands, Noors, Oekraïens, Pools, Portugees, Russisch, Spaans, Thai, Tsjechisch, Turks, Zweeds

Prijzen vanaf:

US$ 49,00/maand

  • Gratis versie
  • Gratis proef
  • Abonnement

Afbeeldingen

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Functies

Totaal aantal functies van Zendesk Suite: 180

  • API
  • Aanpasbare branding
  • Aanpasbare formulieren
  • Aanpasbare rapporten
  • Aanpasbare sjablonen
  • Aanpasbare velden
  • Aanstellen (van personeel)
  • Accountbeheer
  • Accountwaarschuwingen
  • Active Directory-integratie (AD)
  • Activiteiten volgen
  • Activiteitendashboard
  • Afsprakenbeheer
  • Analyse van klantenservices
  • Archiveren en retentie
  • Auditing van problemen
  • Audittrail
  • Autoresponders
  • Batchcommunicatie
  • Beheer van Service Level Agreements (SLA's)
  • Beheer van enquêtes/peilingen
  • Beheer van klantervaringen
  • Beheer van meerdere kanalen
  • Beheer van negatieve feedback
  • Beheer van problemen
  • Beheer van supporttickets
  • Beheer van verkooppipeline
  • Beller-ID
  • Beslissingsondersteunende systemen
  • Bestanden delen
  • Bewaking van sociale media
  • Bijhouden van klachten van klanten
  • CMDB
  • CRM
  • Callcenterbeheer
  • Campagnebeheer
  • Casusbeheer
  • Catalogiseren/categoriseren
  • Chatten/messaging
  • Communicatie via meerdere kanalen
  • Communicatiebeheer
  • Communitybeheer
  • Configuratiebeheer
  • Configureerbare workflow
  • Consumentgericht chatten in realtime
  • Contactenbeheer
  • Content maken
  • Contentbeheer
  • Contract- en licentiebeheer
  • Controle van oproepen
  • Corrigerende en preventieve maatregelen (CAPA)
  • Dashboard
  • Discussies / forums
  • Documenten opslaan
  • Door gebeurtenissen geactiveerde acties
  • E-mailbeheer
  • E-mails bijhouden
  • E-mailsjablonen
  • Eenmalige aanmelding
  • Enquêtes en feedback
  • Feedbackbeheer
  • Filteren
  • Formulierbeheer
  • Gamification
  • Geautomatiseerde routing
  • Gegevens importeren en exporteren
  • Gegevensverzameling via meerdere kanalen
  • Gemengd callcenter
  • Geotargeting
  • Gestandaardiseerde antwoorden
  • Gezondheidsscore
  • Groepenbeheer
  • Handmatig kiessysteem
  • Helpdeskbeheer
  • IVR en spraakherkenning
  • Inbound callcenter
  • Incidentenbeheer
  • Inkomstenbeheer
  • Inkoopbeheer
  • Integratie van computertelefonie
  • Integratie van sociale media
  • Integraties van derden
  • Interactie bijhouden
  • Interactieve inhoud
  • Invoer via telefoontoetsen
  • Kennisbankbeheer
  • Kennisbeheer
  • Klantenbeheer
  • Klantenbinding
  • Klantendatabase
  • Klantenondersteuning
  • Klantenportal
  • Klantensegmenten
  • Klantgeschiedenis
  • Kwaliteitsborging
  • Leads beheren
  • Live chatten
  • Macro's/reacties via sjablonen
  • Markeren
  • Meerdere gebruikersaccounts
  • Meerdere scripts
  • Mobiele toegang
  • Offline formulier
  • On-demand communicatie
  • On-demand opnamen
  • Ondersteuningstickets bijhouden
  • Online forums
  • Online implementatie
  • Op regels gebaseerde workflow
  • Op rollen gebaseerde toestemmingen
  • Opdrachtenbeheer
  • Opmerkingen/notities
  • Oproepen opnemen
  • Oproepen rapporteren
  • Oproepen routeren
  • Oproepregistratie
  • Oproepscripts
  • Opzeggingenbeheer
  • Outbound callcenter
  • Overdrachten en routering
  • Personalisatie
  • Predictief kiezen
  • Predictieve analyse
  • Prestatiemeetwaarden
  • Priorisering
  • Proactief chatten
  • Probleembeheer
  • Problemen bijhouden
  • Progressief kiessysteem
  • Projectbeheer
  • Rapportage en analyse
  • Rapportage en statistieken
  • Realtime analyse
  • Realtime chatten
  • Realtime controle
  • Realtime gegevens
  • Realtime meldingen
  • Realtime updates
  • Releasebeheer
  • Routering
  • SSL-beveiliging
  • Samenwerkingstools
  • Scherm delen
  • Servicecatalogus
  • Servicerapportage
  • Sjabloonbeheer
  • Slepen en neerzetten
  • Sms-berichten
  • Stemaanpassing
  • Taakbeheer
  • Tekst naar spraak
  • Tekstanalyse
  • Tekstbewerking
  • Terugkerende problemen
  • Ticketbeheer
  • Toezicht houden op klachten
  • Transcripten/chatgeschiedenis
  • Trendanalyse
  • Uitgifteplanning
  • Veranderingsbeheer
  • Video-ondersteuning
  • Virtuele assistent
  • VoIP-verbinding
  • Voicemail
  • Volgen en analyseren van gebruik
  • Voor de verzekeringsbranche
  • Voor iPad-apparaten
  • Voor meerdere talen
  • Voor start-ups
  • Waarschuwingen / Escalatie
  • Waarschuwingen/Meldingen
  • Wachtrijbeheer
  • Websitebezoekers bijhouden
  • Widgets
  • Winst- en verliesanalyse
  • Workflowbeheer
  • Workflowconfiguratie
  • Zelfserviceportal
  • Zoeken in gehele tekst
  • Zoeken/filteren

Alternatieven

Freshdesk

4,5
#1 alternatief voor Zendesk Suite
Freshdesk is cloudgebaseerde, omnichannel klantenservice software voor bedrijven van elke omvang, met oplossingen die...

Zoho Desk

4,5
#2 alternatief voor Zendesk Suite
Zoho Desk is een cloudgebaseerd helpdeskplatform dat is ontworpen om bedrijven van elke omvang te helpen bij het...

Intercom

4,5
#3 alternatief voor Zendesk Suite
Intercom is een conversationeel relatieplatform waarmee bedrijven tijdens het gehele klantentraject conversationele, op...

Salesforce Sales Cloud

4,4
#4 alternatief voor Zendesk Suite
Heb je de oplossingen voor kleine bedrijven van Salesforce al gezien? Sales Cloud is een aanpasbaar CRM-platform dat...

Reviews

Totaalscore

4,4 /5
(3.140)
Prijs-kwaliteitverhouding
4,1/5
Functies
4,3/5
Gebruiksgemak
4,3/5
Klantenondersteuning
4,2/5

Heb je Zendesk Suite al?

Softwarekopers hebben je hulp nodig! Productreviews helpen anderen om goede beslissingen te nemen.

Schrijf een review!
5 van 3.140 reviews worden weergegeven
Angus
Totaalscore
  • Sector: Logistiek en toeleveringsketen
  • Bedrijfsgrootte: 2-10 werknemers
  • Dagelijks 6-12 maanden lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 8.0 /10

Great Software To Manage Customer Relations And Queries

Beoordeeld op 5/8/2022

Zendesk made the task of communications with customers and solving their issues a breeze, if that's...

Zendesk made the task of communications with customers and solving their issues a breeze, if that's what you need to do, then I recommend them.

Pluspunten

I like how Zendesk makes it so easy for customers to submit a ticket when they have an issue. Once they have submitted one, it's extremely easy for one of my staff to view and reply, they have made the process as simplified as it can be, it's great.

Minpunten

The only issue I had with the software was the price, which was why I moved away, but it it a great piece of software bar that.

Narendra Kumar
Totaalscore
  • Sector: Informatietechnologie en -diensten
  • Bedrijfsgrootte: 51-200 werknemers
  • Dagelijks 2+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 10.0 /10

Best Email Support Platform, If you are dealing with more Customers.

Beoordeeld op 21/8/2022

Having a track of support tickets we are getting and how many of them are solved, how much average...

Having a track of support tickets we are getting and how many of them are solved, how much average time they are taken to get solved, and who had solved them. etc. these metrics are something that we can't get access in traditional email platforms. Zendesk is the platform that helped us in setting up all these things with ease and solved the biggest headache of ours.

Pluspunten

The way it delivers the emails to the right customer support agent based on the query. We used to deal with a lot of customers and it is not possible for us to go with the G-mail to solve the customer queries and especially when there are a lot of queries with different categories. we have chosen Zendesk to segregate emails automatically and based on the query and also to which certain emails should fall. We have used the autoreply function for some of the emails where there is a standard reply. It is a pretty good dashboard to track the support tickets as well as team performance.

Minpunten

Not sure, as I didn't find any flaws in my usage time.

Overwogen alternatieven

Freshdesk en Zoho Desk

Redenen om over te stappen op Zendesk Suite

Not sure why we have taken Zendesk, however never felt regret after going for it.
Danielle
Totaalscore
  • Sector: Computersoftware
  • Bedrijfsgrootte: 51-200 werknemers
  • Dagelijks 6-12 maanden lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 0.0 /10

Cost More While Providing Less Than Competitors

Beoordeeld op 8/9/2022

For a company that specializes in customer service, they are a joke. It takes several days to get a...

For a company that specializes in customer service, they are a joke. It takes several days to get a response from someone, you will never get support from someone in your time zone so when they do respond, it will be during overnight hours. They also will not have a phone number or post their working hours in their signatures. They don't even use their own product correctly-- I have received emails showing one name in the "From" line and a totally different name in the signature. Their automations will also send at inappropriate times-- I responded to an agent's request for more details, the agent responded and stated that they are working on the issue. Soon after, I received an automation stating they haven't heard from me and are closing the ticket.

They will also try to charge you to get your data exported. Don't fall for it! There are free programs that will do this for you quickly and easily, including all of your Knowledgebase articles and the images associated with them. When importing to another system, you will need to reinsert the images within the articles because they are no longer hosted on Zendesk but the free export programs offered by competitors will name the files in a way that makes it clear and easy to identify which image goes where.

Pluspunten

I had a good laugh when they advised me to use Google search instead of their own search tool.

Minpunten

The features are limited and sales will mislead you to believe that they help you get started. They neglect to mention that there are additional costs for certain features that they tell you are "included with your subscription", and the training options are insane. They charge $350 for a 10 minute video that didn't even answer one of my questions. Fortunately this cost was waived for me after going through 2 account executives, a sales manager, and 2 support/training specialists (calling themselves developers) over the course of 9 months while trying to get a simple answer about how to use and report on Tags.

Brandon R
Totaalscore
  • Sector: Draadloos
  • Bedrijfsgrootte: 501-1.000 werknemers
  • Dagelijks 1+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 9.0 /10

Query history management and aggregation by tags (content) can be done easily

Beoordeeld op 25/7/2022

Customer queries used to be managed in Excel. Still, it was time-consuming to track history and the...

Customer queries used to be managed in Excel. Still, it was time-consuming to track history and the status of responses could not be managed, resulting in cases where there were omissions in responses. However, with the introduction of Zendesk, it is possible to aggregate by tags and monitor trends easily. Since it is possible to manage match/no match status, there are no match omissions.

Pluspunten

Excellent for query management. When managed as a ticket, there are no omissions and it is difficult to deal with duplicates. difficult to deal with duplicates. If you create a view correctly, you can easily understand the scope of correspondence for each department, and the reporting function is also important, so it is easy to look back.

Minpunten

There is a high degree of freedom in customization and several settings, but it is difficult to understand visually and takes time to learn. There is also a query response function, but where is the content of the response saved, where is the draft, etc. are difficult to understand.

Overwogen alternatieven

Pure Chat

Redenen om voor Zendesk Suite te kiezen

I felt there was a limit to managing queries and tracking query content in Excel, but by introducing Zendesk, I could reduce the man-hours for history management. It also helps with tracking by managing query content through tab settings.

Overgestapt van

Microsoft Excel

Redenen om over te stappen op Zendesk Suite

Tags and triggers tend to be complicated and, if used across multiple departments, affect each other, requiring a supervising administrator. The Zendesk installation was well organized. Queries that were handled by a small number of people have increased in the number of people, departments, products, frequent omissions, and duplicate responses have greatly decreased.
Daniel
Totaalscore
  • Sector: Nutsbedrijven
  • Bedrijfsgrootte: 10.000+ werknemers
  • Dagelijks 2+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 9.0 /10

customer support ticket chat review

Beoordeeld op 19/8/2022

customer support replies quick so that helps but sometimes the lack of knowledge and training can...

customer support replies quick so that helps but sometimes the lack of knowledge and training can be a little frustrating.

Pluspunten

the immediate response from a live chat. the support tickets seem to get replies to very quickly no matter what time of the day. the solutions aren’t always what we desire but the response is quick.

Minpunten

wish they offered better solutions to problems that arise. not sure if they are trained for our line of work or if it’s just a script they follow.

5 van 3.140 worden weergegeven Lees alle reviews

Zendesk Suite - Veelgestelde vragen

Hieronder zie je enkele veelgestelde vragen over Zendesk Suite.

Zendesk Suite kent de volgende prijsmodellen:

  • Vanaf: US$ 49,00/maand
  • Prijsmodel: Abonnement
  • Gratis proef: Beschikbaar

Zendesk Suite heeft de volgende typische klanten:

Zelfstandig ondernemer, 2-10, 11-50, 51-200, 201-500, 501-1.000, 1.001-5.000

Zendesk Suite ondersteunt de volgende talen:

Arabisch, Chinees, Chinees (traditioneel), Deens, Duits, Engels, Fins, Frans, Hebreeuws, Hongaars, Iers, Indonesisch, Italiaans, Japans, Koreaans, Nederlands, Noors, Oekraïens, Pools, Portugees, Russisch, Spaans, Thai, Tsjechisch, Turks, Zweeds

Zendesk Suite ondersteunt de volgende apparaten:

Android (mobiel), iPhone (mobiel), iPad (mobiel)

Zendesk Suite kan worden geïntegreerd met de volgende toepassingen:

123FormBuilder, 3CLogic, 8x8 Virtual Office, AWeber, ActiveCampaign, Adobe Commerce, Agile CRM, Agile Central, Aha!, Aircall, Akita, Algolia, Ameyo, Amity, Asset Panda, Automate.io, Autotask PSA, Azuqua, Beanstalk, Bedrock Data, Benchmark Email, BigCommerce, Bitium, Bloomfire, Box, Breeze, Brushfire, Built.io Flow, CA Flowdock, Calendly, Callmaker, Capsule, ChargeDesk, ChargeOver, Chargebee, Chargify, ChartMogul, CheckMarket, Cirrus Insight, ClicData, ClickDesk, ClickHelp, Close, CloudAgent, CloudApp, CollabSpot, ConnectWise Control, Crisp, Customer Thermometer, Cyclr, Cyfe, DataHero, Databox, Device42, Dialpad, Dropbox Business, Drupal, Ducksboard, EZ Texting, EZOfficeInventory, Easy Insight, Elastic Enterprise Search, Emma, Falcon.io, Five9, Flowlu, Formstack Forms, FreshBooks, Freshdesk, FullContact, Gainsight CS, Geckoboard, Genesys Cloud CX, Get Satisfaction, GetResponse, GoToAssist, Google Analytics 360, HappyFox Chat, Harvest, Helpjuice, Helpshift, Hexnode UEM, Higher Logic Thrive, Higher Logic Vanilla, Highrise, Hippo Video, Hootsuite, HubSpot CRM, Hubstaff, Humanity, Igloo, Inbenta, Instabug, Instagram, Intercom, Jira, Jitterbit, Joomla, Keap, Kixie PowerCall, Klaviyo, Kudos, Leftronic, Lessonly, LiveChat, LiveOps, LoginRadius, Mailchimp, ManageEngine ADManager Plus, ManageEngine Endpoint Central, Maropost Commerce Cloud, MeisterTask, Membrain, MessageBird, Meta for Business, Microsoft Excel, Microsoft Outlook, Mixpanel, Moxo, MyFeelBack, NICE CXone, Nectar Desk, Nextiva, Nicereply, Notion, Nutshell, Okta, Olark, OneLogin, Operations Hub, OpsGenie, OroCRM, Ottspotta, OutSystems, PagerDuty, PandaDoc, Pendo, Pipedrive, Pivotal Tracker, Planview PPM Pro, Playvox, Plecto, Podio, Preact, PrestaShop, ProProfs Knowledge Base, Productboard, Projector PSA, QuickBooks Online Advanced, Quip, Quiq Messaging, Receptive, Redmine, Rescue, SABIO, SAP Business One, SAP Litmos, Sailthru, SalesSeek, Salesforce Sales Cloud, ScreenSteps, Segment, Setmore, Sharpen, Shopify, Skilljar Customer Education, Skyvia, Slack, Slemma, Smartling, Smartlook, Smartsheet, Smooch, SnapEngage, SolarWinds Service Desk, Solve CRM, Spinify, SpiraTeam, Sprinklr, Sprout Social, SugarCRM, SuperReceptionist, SupportSync, SurveyLab, TMetric, Talkdesk, TeamViewer, Teamgate, Teamwork, Time Doctor, TimeCamp, TimeLog, Totango, Transifex, Tray.io, Trello, Truly, Trustpilot, Twilio, UserVoice, Userlike, Usermind, Usersnap, Velaro, VeriShow, Vidyard, Virtual Observer, Vivocha, WHMCS, WISE io, Webex Experience Management, Wistia, WooCommerce, Woopra, WordPress, Workato, WorkflowMax, Writer, XCALLY, Yammer, Yext, Yodiz, Yonyx, Yotpo, Zapier, Zen Cart, ZenDesk Chat, Zendesk Sell, Zingtree, Zoho Analytics, Zoho Assist, Zoho Books, Zoho CRM, Zoho Inventory, Zoho Invoice, Zoho Subscriptions, Zoom Meetings, amoCRM, elevio, eyeson, iorad, iridize, kintone, miniOrange, xMatters

Zendesk Suite biedt de volgende ondersteuningsopties:

E-mail/helpdesk, Veelgestelde vragen/forum, Kennisbank, Telefonische ondersteuning, 24/7 (contact met medewerker), Chatten

Gerelateerde categorieën

Bekijk alle softwarecategorieën die gevonden zijn voor Zendesk Suite.