Zendesk  

Avis sur Zendesk

Zendesk

Le support client rapide et efficace

4.29/5 (474 avis)
61 372     72 163

Zendesk est une solution Cloud de service client multi-canal : Il prend en charge les messages clients à travers votre site web, vos emails, Facebook, téléphone et chat et les transforme en tickets accessibles par votre équipe support en un seul endroit. l'interface est simple d'utilisation, facile à organiser grâce à un système de gestion de contenus à jour et facile à partager. Vous pouvez automatiser certaines tâches comme faire remonter les tickets, modifier les assignations, diffuser des notifications aux utilisateurs et aux agents...

Lors de la résolution d'un ticket émis par un client, votre agent a accès à la totalité des informations de la fiche client, afin d'optimiser ses capacité de réaction. De plus il peut effectuer des recherches dans le Centre d'Aide sans quitter le ticket sur lequel il travaille grâce à un système d'onglets inclus dans l'interface. Il peut également accéder aux données externes de ce même client grâce à la capacité d'intégration de Zendesk : plus de 100 applications peuvent être ajoutées à votre interface.

La solution comprend aussi un système de communication en interne afin de collaborer plus efficacement : messages privés avec autant de participants souhaités, échanges plus globaux avec d'autres départements ou collaborateurs externes, partage de tickets...

Du point de vue du manager, Zendesk offre des fonctionnalités de statistiques claires et utiles : vous pouvez évaluer les performances de votre service client, mesurer la satisfaction client grâce à l'outil de sondage instantané, consulter des rapports personnalisés en fonction des données que vous souhaitez voir apparaître, comparer l'efficacité de votre équipes et autres données de satisfaction client avec vos pairs et un large spectre d'entreprises évoluant dans votre secteur.

De plus, Zendesk est disponible sur tous types de supports : smartphone, tablette, ordinateur...
www.zendesk.com

Zendesk Reviews (474)

Latest reviews

 great ux, poor for community management

Not the cheapest solution, but definitely reliable, complete and well designed. We use it for managing multidepartments / multi company help desk we around 80 agents and we are really satisfied. We switched from Smartertrack. I also like their APIs to connect Zendesk to our CRM. We tried Zendesk ...

Read the full review
Reviewed 3 mars by Manager

 

 Outdated Clunky App With Bad Customer Service

This is an outdated app, with lots of duct-taped features that make the overall product clunky and in need of cleaning. The team needs to sit down and make a big cleanup session where new features building is frozen and lots of time is instead spent on streamlining the product. The customer ...

Read the full review
Reviewed 17 janvier by David Haddad

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Category Leaders

Avis
Intégrations
Mobile
Media
Sécurité

#1 sur Service Client

Voir le classement complet
97
19
20
20
19
19

#1 sur Gestion d'Incidents

Voir le classement complet
97
19
20
20
19
19

Ce classement résume les 25 applications les plus populaires sur GetApp. If an app is listed in more than one category, it has the potential to be ranked in each of these categories. The ranking is independent of any commercial campaign an app vendor has with GetApp. The ranking is based on 5 data points, each scored out of 20: reviews, integrations, mobile apps, media presence, and security.

Captures d'écran (6)

Zendesk screenshotZendesk screenshotZendesk screenshotZendesk screenshotZendesk screenshotZendesk screenshot

Sécurité

Encryption

Yes
Encryption of sensitive data at rest
Yes
HTTPS for all pages

Access control

Yes
Multi-factor authentication options

Data policy

Yes
Data backup in multiple locations/GEO regions
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Spécifications

Utilisateurs types
Administrations Publiques, Grands Comptes (> 500 salariés), Indépendants, Moyennes PME (50-499 salariés), ONG, Petites PME (<49 salariés)
Supports compatibles
Android, iPhone-iPad, iPhone, iPad, Linux, Mac, Windows, Web, Windows Phone, Site Web Mobile
Géographies
Allemagne, Amérique Latine, Asie, Australie, Brésil, Canada, Chine, États-Unis, Europe, Grande-Bretagne, Inde, Japon, Moyen-Orient et Afrique
Langues
Allemand, Anglais, Arabe, Chinois (Simplifié), Chinois (Traditionnel), Coréen, Danois, Espagnol, Finlandais, Français, Hébreu, Hollandais, Hongrois, Indonésien, Irlandais, Italien, Japonais, Norvégien, Polonais, Portugais, Russe, Suédois, Taïwanais, Tchèque, Thai, Turc, Ukrainien
Support
Assistance en Ligne, Base de Connaissances, FAQs, Forum, Téléphone, Tutoriels Vidéo

Tarifs

À partir de: $1.00/mois
Modèle: Abonnement, Essai Gratuit, Open-source

En paiement annuel:
- 1$ par agent / mois, inclut la plateforme jusqu'à 3 agents
- 25$ par agent / mois, inclut le mappage de nom de domaine et notes de satisfaction client
- 59$ par agent / mois, inclut rapports détaillés, gestion multilingue et support téléphonique
- 125$ par agent / mois, inclut une assistance personnalisée à l'installation, formulaires de champs de tickets personnalisables, champs personnalisables, gestion multi-marques, partage des demandes automatisées...

Competitors Pricing

SysAid

Modèle: Abonnement, Essai Gratuit

Vivantio Pro

À partir de: $60.00/mois
Modèle: Abonnement, Essai Gratuit

Freshservice ServiceDesk

Modèle: Abonnement, Essai Gratuit, Freemium

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Fonctionnalités

  • Flexible ticket management with automated workflow
  • Multi-channel support: email, web, phone, chat, social media
  • Mobile support with native iPhone, iPad, and Android apps
  • Robust reporting and advanced analytics
  • Customer facing web interface that you can easily brand
  • Knowledge base portal and community forums included
  • Over 100 out-of-the-box integrations with 3rd party apps
  • Open API enabling seamless integration into your business
  • Multi-brand support with linked accounts
  • Unlimited, free "light agents" (Enterprise plan only)
  • Group rules and macros
  • Screencasting
  • Public and private forums
  • Full CSS rebranding
  • Multi locale (timezone and languages)
  • Export ticket views to CSV
  • SSO with Twitter, Facebook, Google and SAML
  • REST API
  • Pre-built: Salesforce, SugarCRM
  • Real time updates

Bénéfices

- Aidez vos clients tous les jours, 24h sur 24

- Vision globale des réclamations et demandes en cours de traitement

- Accès rapide de vos clients aux réponses dont ils ont besoin grâce à la base de connaissances

- Rapprochez-vous de votre communauté en ouvrant un dialogue et en créant des relations à l’extérieur des tickets d’assistance

- Zendesk gère les messages clients à travers tous les canaux de communication (Web, Email, Twitter, téléphone, chat,...)

Alternatives à Zendesk

Analyse Produit

Zendesk is a cloud-based customer service solution that is loved for its ease of use, efficiency, flexibility and low cost of ownership. The software is suitable for every industry sector that provides some kind of customer service. It is fully scalable and can be easily and gradually be utilized by one department to a whole multi-national enterprise.

What Zendesk does is gather all customer feedback from a variety of sources such as email, chat, phone call, tweets, and bring it all under a well-designed and easy to use platform. Support agents can quickly seek the cases that need their immediate attention and deal with the customer issues right away. Zendesk even provides external information tools to help agents with their problem solving actions.

Customer feedback is not the only thing that is brought together under the same place though. Zendesk is also the solid collaboration platform that your agents or personnel from different departments can use in order to work collectively towards the solution of more complex problems. After all is done, reports and statistics are generated for you to evaluate how the software affects your efficiency.

Qu'est-ce que Zendesk ?

Zendesk was created around the need to improve the quality of customer services and to bring customers and company communication closer by establishing a relationship between the two. As the software monitors all feedback sources, it allows agents to overseer all tickets and quickly act accordingly when needed. This greatly improves both the efficiency of your customer service departments, and the customer satisfaction.

With advanced workflow automation tools like the Triggers system, Zendesk guarantees that employees will no longer waste time doing the same things over and over again, while the maintaining of rich knowledge bases will help customers deal with problem even faster and further release tied-up resources.

Fonctionnalités Clés

Email System

Email is only one of the eight places Zendesk gathers customer feedback from but it is usually the most prominent and widely used, so developers made sure to equip the corresponding system with all the tools you'll need. When an email is sent to the customer service department, it turns into a support ticket that includes all communication (replies, comments) from then on and until the ticket is solved.

Getting support request to your personal email is not uncommon and Zendesk offers such importing and forwarding capabilities to its users, so all such emails can be transformed to tickets. You can also add multiple support addresses or change the name that appears on the agent emails. Finally, from the "email template" settings, you can tweak the HTML code that defines the form of your emails.

Triggers

Triggers is a smart system that users of Zendesk can deploy in order to streamline processes and automate common tasks. It basically works as a set of directions that are activated when a particular event happens. A set of triggers can be placed in a particular order, and multiple actions can then be executed as a result. An example would be to set all tickets coming from a VIP customer to be addressed by certain agent and be given high priority.

To create such triggers, you can click the admin icon on the sidebar and then select the "Triggers/Add Trigger" option. You may then add the name, conditions and actions for the new trigger and save it. You can re-arrange the order, edit, or delete any triggers later from the same settings menu.

Self-Service

For a 24/7 service solution, Zendesk offers advanced self-service capabilities by using comprehensive knowledge bases that you can enrich, or update by correlating solved cases and assigning them with tags. This way customers can visit your company's website and search to find what they are looking for, without trussing your resources.

Besides the knowledge base, customers may also visit community portals with discussions that contain valuable information and advice regarding common problems. The satisfaction that the customers get when finding the solution to their problem by themselves, is higher compared to that gained when waiting for an agent to reply.

Customization

Companies strive hard to distinguish themselves in highly competitive environments through individualization and specialization. For a help center to be effective and coherent with a company's style and character, Zendesk must offer deep customization options and high tailoring abilities. Thankfully, it does exactly that.

You can use themes that are created with great tenacity for every promotional and functional detail and let your customers quickly find what they are looking for. Different layouts with different elements on the front page, assure that the special needs of each distinct service will be met by Zendesk.

Zendesk Reporting

Zendesk Reports form part of the standard feature set offered by Zendesk. Reports are available on all plans and provide metrics on KPIs such as daily ticket activity, service level agreement compliance, average resolution time, customer satisfaction, agent performance, ticket resolution time, and efficiency.

The reporting tool provides a snapshot overview of a collection of tickets for a specified time period. By defining ticket properties you can decide which tickets you want to monitor and for which time period.

Zendesk Insights

Zendesk Insights is an advanced reporting feature offered on the Plus and Enterprise plans. This feature provides the ability to carry our more customized analysis of KPIs at a deeper level. These reports could be used to analyze a particular customer group, such as VIP clients, or certain demographic groups based on variables such as location, age or satisfaction rate.

Zendesk Insights is an essential feature for those looking to pinpoint issues and identify key performance areas. This in-depth analysis is enabled through the use of custom fields on tickets, users and organizations, along with the ability to create metrics, reports and dashboards based on contextual data most relevant to your business. The export function is also critical for executive reporting.

Intégrations

Zendesk is one of the most integrating pieces of software out there, with more than 200 integrations available free of price through the software's official Apps Marketplace. The apps found there concern agent productivity enhancers, deeper analytics tools, e-commerce helpers, issue trackers, IT management applications, social media conglomerators and telephony/sms and chat clients.

Some of the most popular apps that integrate well with Zendesk are SalesForce, ZenCart, Magento, JIRA, TeamViewer, Drupal, Joomla, Wordpress, PlanBox, MailChimp and 8X8. If you still can't find what you need though, you can always build your own integration using the development tools provided by Zendesk.

Tarifs

Zendesk is available in five different flavors that incorporate different sets of features. This together with the "per agent" pricing provides very high efficiency in the factor of costs to actual needs, as companies are in a position to pay and cover precisely their needs, instead of getting useless features and/or excess user licences.

The packages are the Starter (1$ per agent per month), Regular (25$), Plus (49$), Enterprise (125$) and Enterprise Elite (195$). For more details about what features these include, visit Zendesk pricing webpage. The Plus package is also offered as a trial for 30 days and in the case that you buy a license, all data, customizations and actions remain intact.

Conclusion

  • Unify Communications
  • Customer Self-Service
  • Increase Customer Engagement
  • Automate Workflows
  • Wide Integration scope

Vidéo

Fredrik  Gustafsson

Happy user

15/03/2017

As a user, I am happy about using Zendesk. It's easy to get help on the go, you get the ticket and am able to follow up on these problems. I am not an administrator, but happy about being the end user. I would recommend more companies to use it as it familiarize the end users.

Pour

Easy to use

Contre

Sometimes you feel that you're ticket gets lost, but on the other hand you can follow-up on that fairly easy

Rating breakdown

Rapport qualité-prix
Facilité d'utilisation
Features
Support client

Time used: 2+ years

Frequency of use: Weekly

Likelihood to recommend

8/10
Source: Software Advice
Helpful?   Oui   Non
Read more
Anthony Rotoli

Great resource for startups

14/03/2017

Pour

Makes the process of pleasing customers incredibly streamlined. Our users don't have to worry about having a hard time reaching us!

Contre

It's pretty great all around! I'd recommend to anyone - not sure how it works at a larger company, but great for startups at least!

Rating breakdown

Rapport qualité-prix
Facilité d'utilisation
Features
Support client

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Software Advice
Helpful?   Oui   Non
Read more
Thomas Johansson

Easy to learn - ease to set up

14/03/2017

Pour

Moving from an internal and inhouse solution to Zendesk made us able to focus on other thing than maintaining and also much more easier for employees to start using it

Contre

There are problably cheaper options out there, but still much more cost efficient than what we hear earlier.

Rating breakdown

Rapport qualité-prix
Facilité d'utilisation
Features
Support client

Time used: 1-2 years

Frequency of use: Weekly

Likelihood to recommend

8/10
Source: Software Advice
Helpful?   Oui   Non
Read more
Ben Moore

Constant Innovation

13/03/2017

I've been using Zendesk for the last 4 years. I can personally attest that they are on the forefront of their industry. Competition beware, Zendesk is changing the game and taking over.

Rating breakdown

Rapport qualité-prix
Facilité d'utilisation
Features
Support client

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Software Advice
Helpful?   Oui   Non
Read more
Kenny Jones

Zen desk is a good way to simplify support

13/03/2017

My former employer used Zen Desk for sales order automation support. We had previously used a system that was designed in-house, but it was cumbersome and unstable. When we switched to Zen Desk, we were surprised at how easy it became to create and track support tickets, and we didn't have to worry about frequent system errors.

Pour

The software was very stable, and never caused any crashes or suffered outages.

Rating breakdown

Rapport qualité-prix
Facilité d'utilisation
Features
Support client

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

6/10
Source: Software Advice
Helpful?   Oui   Non
Read more
Matt Chandler

Good software, terrible support

13/03/2017

For a company that makes technical support software, their own technical support is terrible. Zendesk finally responded to my support request to them on Saturday, making it eight calendar days since I submitted it. The agent cited "high ticket volume." That's not a valid excuse. We certainly couldn't get away with that. Nor WOULD we. "Hey, sorry your money's messed up. We've been busy." The product itself is great, it integrates with our CRM and other systems well. But good luck getting timely help.

Pour

Ease of use, good macros for frequent issues.

Contre

Terrible customer support.

Rating breakdown

Rapport qualité-prix
Facilité d'utilisation
Features
Support client

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

3/10
Source: Capterra
Helpful?   Oui   Non
Read more
Michael Delaney

Improved coustomer feedback

12/03/2017

Helped to save time, resources and improve B2C relationships

Pour

Easy to manage, and initiatives for the customers

Rating breakdown

Rapport qualité-prix
Facilité d'utilisation
Features

Time used: 6-12 mois

Frequency of use: Daily

Likelihood to recommend

6/10
Source: Software Advice
Helpful?   Oui   Non
Read more
Kyle McComb

Good but has problems

12/03/2017

Pour

Really good customer management. Really easy to acces and really easy to find what you need. Great UI too.

Contre

No spam filter for request. Sometimes my mailbox is filled with spam created by spam users who send in help request

Rating breakdown

Rapport qualité-prix
Facilité d'utilisation
Features
Support client

Time used: 6-12 mois

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Software Advice
Helpful?   Oui   Non
Read more
JARED SMITH

OK, BUT NOT GREAT

12/03/2017

Pour

EASY FOR THE CUSTOMER TO USE, ESPECIALLY ONCE ITS BEEN INTEGRATED WELL. THE UI IS PRETTY GOOD AND SIMPLE AND MET OUR NEEDS.

Contre

SLOW... PAINFULLY SO. HARD TO TUNE FROM THE ADMINISTRATOR SIDE OF THINGS. ALSO, IT'S EXPENSIVE FOR WHAT IT GIVES YOU.

Rating breakdown

Rapport qualité-prix
Facilité d'utilisation
Features
Support client

Time used: 1-2 years

Frequency of use: Monthly

Likelihood to recommend

5/10
Source: Software Advice
Helpful?   Oui   Non
Read more
JC De Leon

Zen desk review

12/03/2017

Pour

Easy to use and search past tickets. Makes my job easier and I can help customers much faster that way.

Contre

Maybe needs more search fields. For example, city, first and last names, etc. Overall, search is ok, but could be better.

Rating breakdown

Rapport qualité-prix
Facilité d'utilisation
Features
Support client

Time used: 6-12 mois

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Software Advice
Helpful?   Oui   Non
Read more

Qui est l'utilisateur type de Zendesk ?



Zendesk is suitable for any company that wants to improve its customer services no matter the size or industry sector. However, the software is extensively used in IT, Education, Retail/e-Commerce and Professional Services. It can basically be employed by any company that uses net technology to interact with their customers.

Zendesk is generally very popular as it is used by many thousands of small, medium and large corporations around the globe. Some of the most characteristic examples include 20th Century Fox, Vodafone, Elance, Groupon, L'Oreal, Xerox, Sears and Sony Music.

Voir l'Analyse Produit

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