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Back to the stack

Zendesk

Zendesk is one of the original customer service platforms and has grown to be a leader in empowering organizations to improve customer engagement and better understand customer profiles. The platform has the ability to work with small businesses to the enterprise level.

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Date Founded = 2007

Total Funding =$85M (Became a publicly traded company in 2014: ZEN)

HQ = San Francisco, California

Total Employees = 2,000+

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Return on Investment: 7.9/10

Ease of Use: 7.9/10

Features: 8.7/10

Support: 8.5/10

Scalability: 8.8/10

Reason for Our Rating

Zendesk is one of the best platforms when it comes to customer-facing helpdesks. They were one of the original SaaS teams in the support space and have since become a global leader on support practices and philosophy. Two decades into their existence means there is a wide range of functionality and integration strategies to ensure you keep extending that helping hand.


But here’s our final take: Zendesk is the answer only if you buy into the whole ecosystem. That means Support, Live Chat, Analytics, and the other offerings in their suite. Otherwise you’ll be left feeling like your team is missing an important cog in the machine.

The Good

Mission Control Zendesk offers over 500 integrations to plug and play to create a centralized customer support world for your agents.

The Right Agents A well-liked feature is the ability to chat route customers the right departments and ensure conversations go to active agents with the correct context.

Data-Driven Support Zendesk’s analytics provides info on how to improve customer support and to evaluate how teams and individual agents are doing.

The Bad

No Co-Browse Zendesk support does not have a co-browsing feature outside of the integration route. So you won’t be able to share screens with customers to solve issues or teach about new functionalities.

All for One The Zendesk ecosystem is difficult to navigate if all the components are not in your suite. So your team either needs to pay for these parts, or fill in the gaps with alternatives.

Financial Support Pricing is on a per agent model, and they are on the higher end of the pricing spectrum.

Pricing

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