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— Zendesk CRM —

Is Zendesk CRM Right for Your Business? A Comprehensive Guide 

Streamline your sales and support processes with Zendesk CRM

Competing in today’s business world, building solid and one-on-one client connections is very important. Regardless of whether you are small scale or a developing company, Zendesk Sell provides a scalable and flexible CRM solution that will be of help to you in growing leads, expediting closing deals and strengthening relationships with the clients. Read on this post to know if it is ideal for you as your CRM!

Select below and find the best fit for your sales team’s SUCCESS.

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About Zendesk

Who Uses it

Pricing

Features

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Implementation

Pros & Cons

What is Zendesk?

 

Zendesk is a well-known costumer support platform design to bring all clients’ interaction from different channels (by phone, chat, email, social media, etc.) to one place. You can use this platform to easily track of all your support requests, respond to questions quickly, and monitor the effectiveness of your customer service staff.

In addition, Zendesk Suite has modernized HR and IT help desks with automated workflows, making support both inside and outside organizations more efficient. The customer service solution by Zendesk is used by 110,000 companies hence suits all kinds of businesses; small, medium or large because it can be scaled to grow with them.

 

Who uses Zendesk Suite?

 

Zendesk Suite is used by a staggering 110,000 companies of all sizes. Zendesk caters to business organizations in different sectors spanning from startups to large multinationals.

However, implementing the full Zendesk suite will incur additional monthly costs and additional initial setup and training time.

 

Pricing

  • Starting from: $55 per month
  • Pricing Model: Per User
  • Free Trial: Yes
  • Free Version: No

Pricing Plans

Suite Team:

Starting at $55 per user per month, offering AI-powered automated answers, easy-to-set-up automations and workflows, email and phone support from the Zendesk team, and an industry-leading ticketing system.

Suite Growth:

Starting at $89 per user per month, including advanced rate limit for robust APIs, AI-powered automated answers, AI-powered knowledge management, customizable ticket layouts, and more.

Suite Professional:

Starting at $115 per user per month, featuring advanced voice capabilities, conversion routing based on agent skill, and other advanced functionalities.

Suite Enterprise:

Starting at $169 per user per month, offering advanced knowledge management, customizable agent workspaces, customizable branding for web conversions, custom team roles and permissions, and excellent customer support.

Enterprise Plus:

Contact Zendesk for pricing details.

Key Features

  • Customer History
  • Real-Time Chat
  • Activity Dashboard
  • Call Center Management
  • Surveys & Feedback
  • Customer Database
  • Interaction Tracking
  • Service Level Agreement (SLA) Management
  • Support Ticket Management
  • Activity Tracking
  • API
  • Customizable Forms
  • Real Time Notifications
  • Self Service Portal
  • Alerts/Escalation
  • Email Management
  • Knowledge Base Management
  • Performance Metrics
  • Prioritization
  • Workflow Configuration
  • Workflow Management
  • Automated Routing
  • CRM
  • Customizable Branding
  • Macros/Templated Responses
  • Multi-Channel Communication
  • Reporting/Analytics
  • Document Storage
  • Customizable Fields
  • Data Import/Export
  • Third Party Integrations
  • Customizable Reports
  • Social Media Integration
  • Email Templates

Implementation and Support

  • Implementation: Cloud, SaaS, Web-based; On-Premise Windows; On-Premise Linux
  • Support: FAQs/Forum, Knowledge Base, 24/7 (Live rep), Phone Support, Email/Help Desk, Chat
  • Training: Live Online, Documentation, Videos, In Person, Webinars

Pros & Cons

Pros

  • Zendesk Suite is feature-rich and offers convenient automation.
  • It centralizes all customer service experiences effectively.
  • Excellent integration capabilities with other software.
  • Streamlines ticketing system organization.
  • Highly recommended for ease of use.

Cons

  • Users may occasionally miss updates or questions, causing delays.
  • Some users have reported issues with data uploading and exporting.
  • Complaints about poor customer service experiences.
  • Certain features are considered premium and may come at an additional cost.

Alternatives to consider

Here’s a list of more crm support platforms

  • Freshdesk
  • SysAid
  • HubSpot Service Hub
  • LiveAgent
  • LiveChat
  • Zoho

Read more: The best comparison between Zoho and Zendesk

Reviews

Zendesk Suite has garnered generally positive reviews, with users praising its ease of use, features, and value for money. However, some users have expressed concerns about occasional issues and customer service quality. Overall, Zendesk Suite remains a popular choice for businesses seeking efficient customer service solutions.

Zendesk Suite Website

Note: The testimonials provided have been paraphrased to maintain anonymity and originality.

 

Ericson Da Silva.

Ericson has been Working on with CRM and Marketing Automation since 2013 with clients all over the US, UK, Switzerland, Norway, China and Spain. If you have any questions or you want someone to help you implement your CRM solution, you can book a FREE consultation here.