Reseña de Zendesk: Ventajas, Desventajas, Funciones y Precios
Zendesk is an ecommerce customer service software that helps businesses manage customer interactions efficiently through a unified support platform. It best serves online retailers, support teams, and customer service departments in industries like fashion and electronics. Zendesk simplifies customer support with its user-friendly interface and extensive integration options.
Zendesk addresses issues like slow response times and disorganized ticket management for support teams and service departments. In this article, I'll cover Zendesk's features, pros and cons, use cases, pricing, etc., so you can decide if this software aligns with your customer service needs and goals.
Zendesk Evaluation Summary
- From $19/agent/month (billed annually)
- 14-day free trial + free demo available
Por Qué Confiar en Nuestras Reseñas de Software
Hemos estado probando y revisando software y servicios de retail y comercio electrónico desde 2021. Como expertos minoristas, sabemos lo crítico y difícil que es tomar la decisión correcta al seleccionar un software. Invertimos en una investigación profunda para ayudar a nuestra audiencia a tomar mejores decisiones de compra de software. Hemos probado más de 2,000 herramientas para diferentes casos de uso en finanzas y contabilidad, y escrito más de 1,000 reseñas completas de software. Descubre cómo mantenemos la transparencia y nuestra metodología de revisión.
Zendesk Overview
In my opinion, Zendesk is a solid choice for ecommerce customer service and help desk software, offering a user-friendly interface and extensive integration options. It excels in providing a comprehensive set of features that cater to online retailers and support teams. However, its pricing can be a bit steep for smaller businesses, and the onboarding process might require some improvement. Compared to other software, Zendesk stands out with its strong customer support and reliable performance, but it might not be the best fit for those who need a more budget-friendly solution. If your team values robust features and integration capabilities, Zendesk could be a great fit.
pros
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You get a user-friendly interface that's easy for your team to navigate.
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The ticketing system efficiently manages customer interactions using automation.
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It offers strong customer support to help your team resolve issues quickly.
cons
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Your team might find the onboarding process a bit complex.
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It can feel overwhelming with too many features for small teams.
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Some users report occasional performance slowdowns during high traffic.
Is Zendesk Right For Your Needs?
Who Would be a Good Fit for Zendesk?
Zendesk is a great fit for online retailers and large support teams who need to handle a high volume of customer queries efficiently. If your team values a user-friendly interface and a powerful ticketing system to manage interactions, Zendesk's capabilities can help streamline your operations. It’s especially useful for industries like fashion and electronics, where quick response times and organized support are crucial for maintaining customer satisfaction.
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Large Retailers
Your large customer base benefits from Zendesk's efficient ticketing and customer interaction management.
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Support Teams
Your team finds its user-friendly interface and strong support helpful in managing customer issues.
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Fashion Industry
You can quickly handle high volumes of customer queries with Zendesk's powerful ticketing system.
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Electronics Companies
Your company benefits from Zendesk's organized support, helping you maintain customer satisfaction.
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Ecommerce Platforms
You can enhance customer service efficiency with Zendesk's extensive feature set and capabilities.
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Customer Service Departments
Your department can manage diverse customer interactions effectively using Zendesk's robust support features.
Who Would be a Bad Fit for Zendesk?
Zendesk might not be the best fit for small startups or solo entrepreneurs who have limited budgets and simpler customer service needs. If your team doesn't handle a high volume of customer interactions daily, Zendesk's extensive features could feel overwhelming and unnecessary. Additionally, if you're looking for a quick and straightforward onboarding process, Zendesk might not meet your expectations due to its complexity.
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Small Startups
Your limited budget and simpler needs make Zendesk's extensive features overwhelming and unnecessary.
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Solo Entrepreneurs
You might find Zendesk's complexity unnecessary without a high volume of customer interactions.
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Budget-Conscious Teams
Your team could find Zendesk's cost prohibitive for basic customer service needs.
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Simple Service Needs
You might not need Zendesk's extensive features if you handle a few customer interactions.
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Non-Tech-Savvy Users
Your team may struggle with Zendesk's complexity without strong technical skills.
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Quick Onboarding Seekers
You might find Zendesk's onboarding process too complex if you need a fast setup.
Nuestra Metodología de Revisión
Cómo Probamos y Puntamos Herramientas
Hemos pasado años construyendo, perfeccionando y mejorando nuestro sistema de pruebas y puntuación de software. La rúbrica está diseñada para captar los matices de la selección de software y lo que hace que una herramienta sea eficaz, enfocándose en los aspectos críticos del proceso de toma de decisiones. A continuación, puedes ver exactamente cómo funcionan nuestras pruebas y puntuaciones en siete criterios. Esto nos permite brindar una evaluación imparcial del software según la funcionalidad principal, características destacadas, facilidad de uso, incorporación, soporte al cliente, integraciones, reseñas de usuarios y relación calidad-precio.
Funcionalidad Principal (25% de la puntuación final)
El punto de partida de nuestra evaluación siempre es la funcionalidad principal de la herramienta. ¿Cuenta con las características y funciones básicas que un usuario esperaría ver? ¿Alguna de esas funcionalidades está limitada a planes de precios superiores? En esencia, esperamos que una herramienta se compare favorablemente con las capacidades básicas de sus competidores.
Características Destacadas (25% de la puntuación final)
A continuación, evaluamos las características sobresalientes poco comunes que van más allá de la funcionalidad principal que normalmente se encuentra en herramientas similares. Una alta puntuación refleja funcionalidades especializadas o únicas que hacen que el producto sea más rápido, eficiente o aporte un valor extra al usuario. También evaluamos qué tan fácil es integrar la herramienta con otras comúnmente usadas en el entorno tecnológico para ampliar la funcionalidad y utilidad del software. Las herramientas que ofrecen numerosas integraciones nativas, conexiones de terceros y acceso a API para crear integraciones personalizadas obtienen la mejor puntuación.
Facilidad de Uso (10% de la puntuación final)
Consideramos qué tan rápido y fácil es realizar las tareas definidas en la funcionalidad principal usando la herramienta. El software de alta puntuación está bien diseñado, es intuitivo, ofrece aplicaciones móviles, proporciona plantillas y hace que tareas relativamente complejas parezcan simples.
Incorporación (10% de la puntuación final)
Sabemos lo importante que es que un equipo adopte rápidamente una nueva plataforma, así que evaluamos qué tan fácil es aprender y usar la herramienta con mínima capacitación. Analizamos cuánto tiempo tarda un miembro del equipo en prepararse y comenzar a usar la herramienta sin experiencia previa. Las soluciones con alta puntuación requieren poco o ningún soporte.
Soporte al Cliente (10% de la puntuación final)
Revisamos qué tan rápido y fácil es obtener ayuda por teléfono, chat en vivo o base de conocimientos. Las herramientas y empresas que ofrecen soporte en tiempo real obtienen la mejor puntuación, mientras que los chatbots obtienen la peor.
Reseñas de Clientes (10% de la puntuación final)
Además de nuestras pruebas y evaluaciones, consideramos el puntaje neto de promotores de clientes actuales y pasados. Revisamos la probabilidad de que elijan de nuevo la herramienta para la funcionalidad principal. Un software con alta puntuación refleja un alto NPS de clientes actuales o pasados.
Relación Calidad-Precio (10% de la puntuación final)
Por último, considerando todos los demás criterios, revisamos el precio promedio de los planes de nivel básico frente a las características principales y consideramos el valor de los otros criterios de evaluación. El software que ofrece más por menos, tendrá una puntuación más alta.
New Product Updates from Zendesk
Zendesk Enhances Action Builder and Automatic View Refresh
Zendesk adds step-level error handling and search to Action Builder, along with automatic view refresh. These updates help teams build more resilient workflows, find triggers and actions faster, and work with up-to-date ticket information without manually refreshing views. Highlights include:
- Step-Level Error Handling: Configure workflows to continue, stop, or follow different paths when a step succeeds or fails.
- Trigger and Action Search: Find triggers and actions more quickly using keyword search during workflow creation.
- Automatic View Refresh: Refresh ticket views and sidebar counts every minute to keep data current automatically.
Visit Zendesk's official site for more details.
for more details.
Zendesk Adds Service Catalog Requests on Behalf of Others
Zendesk introduces service catalog requests on behalf of others for authorized users. This update helps organizations submit requests for the correct requester, reduce manual reassignment, and keep the original submitter informed throughout the request lifecycle. Highlights include:
- Requests on Behalf of Others: Submit service catalog requests for another user while assigning them as the requester.
- Automatic Follower Assignment: Keep the original submitter updated by automatically adding them as a follower.
- Admin Controls: Enable the feature at the account level and configure it for individual services.
Visit Zendesk's official site for more details.
Zendesk Voice Adds Auto-Accept for Incoming PSTN Calls
Zendesk Voice introduces auto-accept for incoming PSTN calls with configurable connection delays of immediate, 5 seconds, or 10 seconds. This update helps teams reduce missed and declined calls while giving agents time to prepare before calls connect. Highlights include:
- Auto-Accept Calls: Automatically connect incoming PSTN calls to available agents.
- Configurable Connection Delay: Set calls to connect immediately or after a 5- or 10-second delay.
- Reduced Missed Calls: Prevent declined or missed calls to support faster response times.
Visit Zendesk's official site for more details.
Zendesk Expands AI-Powered Help and Agent Assistance
Zendesk launched the Conversational Help Center, an AI-powered self-service experience that answers natural-language questions using published Help Center content, while expanding Auto Assist to generate suggestions from external sources and internal knowledge articles. Together, these updates improve self-service experiences and give agents access to more relevant information during customer interactions. Highlights include:
- Conversational Help Center: Delivers AI-generated answers grounded in published Help Center content with links to source articles.
- Expanded Auto Assist: Generates agent suggestions using external sources and internal knowledge articles to broaden available knowledge.
Visit Zendesk’s official site for more details.
Zendesk Enhances Messaging Web Widget Customization
Zendesk introduced a minimalistic styling preset for the Messaging Web Widget along with new APIs to separately customize the conversation list and message log. These updates give teams more flexibility to create a cleaner chat experience that better fits their brand and interface. Highlights include:
- Minimalistic Styling Preset: Applies a streamlined chat interface with simplified conversation lists and message layouts.
- Conversation List Customization: Lets teams adjust avatars, timestamps, message previews, dividers, and conversation grouping.
- Message Log Customization: Enables control over avatars, message bubble layouts, widths, and backgrounds for a more tailored chat experience.
Visit Zendesk’s official site for more details.
Zendesk Contact Center Adds Auto-Accept Calls
Zendesk Contact Center introduced auto-accept for incoming calls, automatically answering calls after approximately two seconds and removing the Decline option when enabled. This update helps high-volume teams connect with customers faster while reducing missed calls. Highlights include:
- Auto-Accept Calls: Automatically answers incoming calls without requiring agents to accept them manually.
- Streamlined Call Handling: Removes the Decline option while keeping the incoming call notification visible for reference.
Visit Zendesk’s official site for more details.
Zendesk AI Agents Add Support for Schedules
Zendesk AI agents (Advanced) now support Zendesk schedules, improving how schedule-based behaviors align with your actual operating hours. This helps ensure automations and agent behavior reflect real availability, including planned time off. Highlights include:
- Zendesk Schedule Support: Use Zendesk schedules to control AI agent behavior based on configured business hours.
- Holiday Exclusions: Exclude holidays from regular working hours when checking agent availability.
- Schedule-Aware Escalations: Route conversations and escalations based on agent availability and configured schedules.
Visit Zendesk's official site for more details.
Zendesk Connector Adds Private Help Center and PDF Support
Zendesk expands the Zendesk connector with support for private help center articles and PDF content as knowledge sources. The updates enable organizations to index a broader range of content, helping AI-powered knowledge experiences access more relevant information. Highlights include:
- Private Help Center Ingestion: Index articles from private help centers as knowledge sources.
- PDF Support: Ingest PDF article attachments to expand searchable knowledge content.
- Additional PDF Sources: Support PDF files from Box and Amazon S3 as knowledge sources through the Early Access Program.
Visit Zendesk's official site for more details.
Zendesk Voice Adds Outbound Calling Restrictions by Agent Group
Zendesk adds outbound calling restrictions by agent group to Zendesk Voice, giving admins more control over outbound calling permissions. The update helps organizations limit outbound calling access to designated agent groups, supporting compliance and more consistent call management. Highlights include:
- Agent Group Restrictions: Allow only designated agent groups to place outbound calls.
- Administrative Controls: Configure outbound calling permissions at the phone line level for greater oversight and compliance.
Visit Zendesk's official site for more details.
Zendesk Updates IVR Settings and Admin Copilot Experience
Zendesk has updated IVR greeting controls and the Admin Copilot experience to simplify how admins manage calls and access in-product support. These updates help teams improve caller experiences and use AI-powered guidance instead of traditional help resources. Highlights include:
- Configurable IVR Greeting Repeats: Set how many times IVR greetings repeat before routing callers to the default option.
- Admin Copilot Support Experience: Access setup guidance and feature help through Admin Copilot’s conversational assistant.
Visit Zendesk’s official site for more details.
Zendesk Specs
- Analytics
- API
- Batch Permissions & Access
- Call Integration
- Chat
- Contact Management
- Contact Sharing
- CRM Integration
- Customer Management
- Customer Service
- Dashboard
- Data Export
- Data Import
- Data Visualization
- Email Integration
- Escalation Management
- External Integrations
- Instant Chat Integration
- Knowledge Base
- Lead Management
- Lead Scoring
- Multi-User
- Notifications
- Real-time Alerts
- Scheduling
- Self-service Portal
- Social Media Integration
- Support Forum
- Third-Party Plugins/Add-Ons
- Ticket Management
- Workflow Management
Zendesk FAQs
How does Zendesk handle data security and compliance?
How customizable is Zendesk for our specific needs?
What kind of analytics does Zendesk provide?
How does Zendesk improve team collaboration?
Is Zendesk scalable for growing businesses?
Does Zendesk offer mobile support?
How does Zendesk help with customer feedback management?
Can Zendesk support multilingual customer interactions?
Zendesk Company Overview & History
Zendesk, Inc. is headquartered in San Francisco, California, and employs over 5,000 people globally. Founded in Copenhagen, Denmark, in 2007, Zendesk provides SaaS products focused on customer support and communications. The company is known for its flexible work culture and has notable clients, including Shopify and Slack. Zendesk supports over 150,000 customers worldwide, making it a leader in the customer service software industry.
Zendesk Major Milestones
- 2007: Founded in Copenhagen, Denmark by Mikkel Svane, Alexander Aghassipour, and Morten Primdahl.
- 2008: Released its first product focusing on customer support solutions.
- 2014: Went public with an IPO on the New York Stock Exchange.
- 2019: Reached over $800 million in annual revenue.
- 2021: Acquired Momentive, the parent company of SurveyMonkey.
- 2022: Featured in the news for its significant growth and expansion in product offerings.