"A modern sales CRM that maximizes productivity and grows revenue"
0 Price
0 Ease Of Use
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0 Help And Support
Pros
  • Provides a wide variety of customer support tools.
  • No credit card information is required for the demo account.
  • An automated ticketing system.
  • Zendesk is decently priced compared to competitors.
Cons
  • Not small business-friendly.
  • The online chat feature is not available in every subscription package.
  • The interface can be a bit tricky.
Company Background

Zendesk was created by three friends; Morten Primdahl, Alexander Aghassipour, and Mikkel Svane, in 2007. It is an American company headquartered in San Francisco, California, and provides software-as-a-service. Hence, it offers customer support and sales services through digitization. Zendesk went public in 2014, and prior to this, it raised about $86 million in venture capital investments.

Plans & Pricing

Zendesk offers a 14-day free trial. With this, you can try out the software’s customer support features (phone call feature, email, and online chat option all within the Zendesk ticket system) and other exciting features. Customers can upgrade to any of the three major plans within Zendesk for Sales if they wish to.

Furthermore, Zendesk for Sales provides plans with a wide range of features and terrific deals on each, which any customer can jump on depending on their business and the service hoped to obtain from the software. Below, we discuss these pricing plans distinctively.

Zendesk for Sales

If you are more interested in sales, this is your plan. All three plans under this category have a free trial, so you can try any and see which fits your business best. The three plans comprise the Sell Team, which goes for $19/month, the Sell Professional, which goes for $49/mo, and the Sell Enterprise, which goes for $99/mo.

Generally, the Zendesk for Sales subscription package provides all you need as a sales-oriented company. Its task automation features, unlimited email templates, and personalized bulk emails, indicate that special attention is given to the company’s sales pattern. If utilized properly, it would improve the sales of the user.

Sell Team
$19/month
Free Trial
Sell Professional
$49/month
Free Trial
Sell Enterprise
$99/month
Free Trial
Sell Elite
$199 /month
Free Trial

Sell Team

Being the cheapest plan under Zendesk for Sales, this plan is priced at $19/month, and some of the features it provides include, a fully featured mobile CRM, email integration, and one custom sales pipeline. This package is great for smaller companies looking to upscale in the future, with features that ensure that customer needs are satisfied.

Sell Professional

This plan is priced at $49/mo and offers additional features such as personalized bulk emailing, unlimited email templates, and advanced call analytics. These features certainly show that this plan is for customers with a larger clientele base than those under the Sell Team.

Sell Enterprise

Priced at $99/mo, this is the largest package available under Zendesk Sales. With features such as task automation, customized notifications, and product catalog, larger companies now have an easier time reaching the needs of their customers.

Features & Functionality
General Features

Zendesk is designed for different types of users, so it is only normal that you can utilize the features of the app. The ticketing software provides for an improved customer experience for your company. It ensures that customer tickets are monitored, prioritized, and resolved.

Also, Zendesk stands out with its Help Desk feature. This feature is designed with optimization in mind. A feature not many competitors have regarded in the past.

Below are the two key features of Zendesk:

Help Desk

This feature ensures that common tasks are automated to provide more time for your agents and improve their productivity. The Help Desk also provides macros, a form of automated messaging that allows for personalized replies to frequently asked questions.

Furthermore, the Help Desk allows your team to view real-time data on specific actions occurring in the system. An example of this is when your agent is notified of who is currently viewing a ticket at a particular time.

Ticketing System

A unique feature of Zendesk is the ticketing system. The ticketing system is like a shared inbox that gathers all customer support requests into a particular place. Doing this provides an audit trail, centralized hub, and workflow along multiple channels.

ticketing_system

 

Features
  • Workflow Capability
  • Document Management
  • Social Network Integration
  • Integration API's
  • Customization
  • Data Import & Export
  • Test Environments
  • Project Management
Marketing Automation
Features
  • Lead Management
  • Email Marketing
  • Campaign Management
Sales Automation

Zendesk has lots of apps that help with various things. These integrations stem from marketing to editing and even agent training. A good example is Harvest. This makes it easier to track your team’s activity periodically from your laptop, phone, or other devices.

Harvest provides intuitive, visual reports which make it easy to analyze your team’s time and ensure all projects are on track. Also, in relation to clients, Harvest helps you create invoices, email them to your client, and ensure you get paid online.

Another integration is the Digiteam Mobile Workforce Management. This provides access to a mobile workforce platform without even leaving Zendesk support. It also helps in maintenance services, repairs, and inspections. With this app, teams have a sort of tool which guides access to technical documents and materials.

Integrations Help Desk - Zendesk

Features
  • Opportunity & Pipeline Management
  • Desktop Integration
  • Contact Management
  • Product & Price Management
  • Customer Contract Management
  • Call Management
  • Channel Management
Analytics & Reports

Zendesk has an easy-to-use interface that allows users to access reports and analytics and learn more about their customers. Furthermore, it helps you act on available data, which improves your company’s relationship with its customers. Data is turned into insight that you can act upon. This is done without any written code.

Insights and Analytics

Features
  • Reporting
  • Forecasting
  • Marketing Analytics
Ease of Use

Using Zendesk was effortless for me. Although navigating the interface was a bit confusing, the tutorial videos helped guide me to specific features. I could easily set up the help desk and ticketing system, which enhanced the quality of support I received.

Furthermore, logging into my account on other devices seemed impossible, which might be due to the fact that it was a free account. However, I had access to various customer support tools that allowed me to make integrations, analyze data, and enjoy a satisfactory experience on the platform.

Customer Support

Zendesk offers online messaging, email support, phone customer support, and a help center that the customer can design. Even with the free-trial account, customer support is available 24/7. As a result, Zendesk has a foot ahead of competitors who offer this service to their premium subscribers only.

Zendesk provides a quick reply option in the online messaging feature, which allows for faster conversations. Although a bot first attends to a customer, subsequently, the customer can decide to upgrade to a proper agent. Also, even when the customer switches messaging platforms, the agent is there to pick up right off. This is due to an in-built ticketing system.

The customer can also design the online chat messaging feature individually to fit that brand in particular. This ensures genuine conversations, which creates a stronger customer-to-company relationship. Furthermore, the help center allows customers to solve any problem they might have. Zendesk also gives customers the option of designing these help center interfaces themselves.

Customer Support - Zendesk (1)

24/7 Help & Support
24/7 Help & Support
Available 24/7
Phone Support
Phone Support
Available 24/7
Live Online Chat
Live Online Chat
Available 24/7 and has a very quick response time.
Email
Email
Tickets are formed, and responses are swift
Video Tutorials
Video Tutorials
Available on Youtube and Zendesk user profile dashboard
FAQ
FAQ
The FAQ covers basic and advanced software-related issues.
Blog
Blog
Available even to non-Zendesk users
Final Word

Zendesk is so much more than just a ticketing system. It is an engagement platform between the customer and company with innovation. Customers not only get to design their online chat platforms and help desk to their liking, but the response time on its various customer support systems is also incredibly swift. This software is an essential tool for business owners who seek to improve their customers' experience. With features such as the Help Desk and Ticketing system, communication between the customer and the company is incredibly enhanced. The three different plans highlight how diverse Zendesk can be with packages literally for everyone. This solidifies that the payment plans were created with the final consumer in mind. Overall, Zendesk is a fantastic software that would certainly enhance your team’s efficiency and nurture a harmonious company-customer relationship for increased productivity.

Justice Ekaeze
Author: Justice Ekaeze
Justice Ekaeze is a freelance content writer who has worked for specialized content agencies such as Skypublishers and Copypress. Over the years, Justice has gained extensive experience in the world of content writing. He’s handled several projects in a diverse range of niches, including B2B Marketing, FinTech, Cryptocurrency, Tech, and Automotive, amongst others. He is interested in a wide range of fields, from education and online marketing to personal entrepreneurship. In his free time, he likes to play soccer, e-games and enjoy a good show.