Zendesk

Zendesk

Le support client rapide et efficace

4.4/5 (2356 avis)

Zendesk - Présentation

Description du logiciel Zendesk

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...

Zendesk - Présentation

Prix

À partir de
5,00 $US/mois

Types de licence

Essai gratuit
Abonnement
Rapport qualité-prix

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...


Zendesk - Fonctionnalités

Appareils
Pour quelle entreprise ?
TPE PME GE
Disponible dans les pays suivants
Asie, Australie, Brésil, Canada, Chine et 5 autres, Europe, Allemagne, Inde, Japon, Amérique latine
Langues
arabe, chinois (simplifié), chinois (traditionnel), tchèque, danois et 22 autres, néerlandais, anglais, finnois, français, allemand, hébreu, hongrois, indonésien, irlandais, italien, japonais, coréen, norvégien, polonais, portugais, russe, espagnol, suédois, taïwanais, thaï, turc, ukrainien

Captures d'écran

Capture d'écran pour Zendesk : Organize your tickets by grouping them into lists with the Views feature. Create pre-defined default views, shared views for your team, and personal views custom to the agent.
Capture d'écran pour Zendesk : Organize your tickets by grouping them into lists with the Views feature. Create pre-defined default views, shared views for your team, and personal views custom to the agent. Capture d'écran pour Zendesk : Keep a pulse on agent performance with easy to view and navigate dashboards Capture d'écran pour Zendesk : Get a better sense of how you're doing with visibility on ticket volume, agent performance, and other key support metrics. Capture d'écran pour Zendesk : Streamline your ticket volume by directing tickets to the agent that's best equipped to resolve them. Capture d'écran pour Zendesk : Contextual workplaces give agents the right tools they need based on the ticket they're solving - such as apps and customer info. Capture d'écran pour Zendesk : Easily collaborate with other teams to get involved in solving customer questions.

Zendesk - Avis

Zendesk - Avis

Note globale
4.4
/
5
Excellent
1229

Très bien
836

Moyen
223

Médiocre
41

Mauvais
27

Rapport qualité-prix
4.1
Fonctionnalités
4.3
Simplicité d'utilisation
4.3
Support client
4.3
88% des utilisateurs recommandent cette application
Ted F.

Need help from Zendesk? Forget it. Don't even bother.

Horrible. I only use this software because it would be a hassle porting all existing tickets over to a different platform. I needed billing support from them, and my ticket was 'escalated' to the Finance department, but nobody ever got back to me in time. Literally a few days went by and not one word from my Zendesk agent. They have a poor support system. So, if you don't ever need help with anything and know what you're doing, then ZD is probably for you.


Traduire avec Google Translate
Elizabeth P.

Excellent experiences with our customers thanks to Zendesk

It has helped us to optimize our performance and performance when solving the problems presented by our clients, in the same way we have streamlined so much the procedures that have allowed us to customize automatic responses, saving time and performance in the corresponding day, it also offers different channels of communication so that the client chooses the one of his preference to be available at all times. Zendesk is ideal for those computers that need tools integrated in the same platform, it will definitely exceed your expectations and direct your business to success due to the stable creation of relationships with your potential customers.


Traduire avec Google Translate
Maddie C.

Communicate effectively with your customers, ¡Use Zendesk!

Zendesk, has helped me to perform better the solution of any problem that our clients may have, has given us the possibility of creating automatic responses, through different forms of communication, thus, it has made my work so fast and easy. Its reporting function is also really very beneficial, to see what the trends are, in sending emails to our dissemination team. Zendesk, has a great possibility to gradually increase the functions of our companies, helping us to move towards success, in a reliable and safe way.


Traduire avec Google Translate
Utilisateur vérifié

A mediocre product that doesn't get better as it grows


Traduire avec Google Translate
Betty M.

Zendesk

Talking about live chat tools, Zendesk has a strong feature set which makes it suitable for any size of businesses, and they are constantly adding new features especially for a better mobile experience.


Traduire avec Google Translate
Ted F.
Secteur d'activité: Exploitation minière et métaux
Taille de l'entreprise: 51-200 employés
Traduire en français

Need help from Zendesk? Forget it. Don't even bother.

Logiciel utilisé tous les jours pendant plus d'un an
Publié le 31/01/2020
Provenance de l'avis : Capterra

Horrible. I only use this software because it would be a hassle porting all existing tickets over to a different platform. I needed billing support from them, and my ticket was 'escalated' to the Finance department, but nobody ever got back to me in time. Literally a few days went by and not one word from my Zendesk agent. They have a poor support system. So, if you don't ever need help with anything and know what you're doing, then ZD is probably for you.

Avantages

The software functions nicely. It is very well put together. They make it easy to run a help desk.

Inconvénients

The support, or lack thereof. If you need support for this software, they take a long, long time to get back to you. You better know what you're doing, because if you need to get a hold of them, I wish you the best of luck.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit: 0.0/10

Elizabeth P.
Secteur d'activité: Marketing et publicité
Taille de l'entreprise: 5 001-10 000 employés
Traduire en français

Excellent experiences with our customers thanks to Zendesk

Logiciel utilisé tous les jours pendant plus d'un an
Publié le 26/02/2020
Provenance de l'avis : Capterra

It has helped us to optimize our performance and performance when solving the problems presented by our clients, in the same way we have streamlined so much the procedures that have allowed us to customize automatic responses, saving time and performance in the corresponding day, it also offers different channels of communication so that the client chooses the one of his preference to be available at all times. Zendesk is ideal for those computers that need tools integrated in the same platform, it will definitely exceed your expectations and direct your business to success due to the stable creation of relationships with your potential customers.

Avantages

It allows us to obtain and maintain the best experiences with our customers, and adapts to any requirement automatically generates customer satisfaction and user productivity in general, allowing us to know the customer experience based on key data such as location, requirements for to be able to generate the right solution, providing you with the exact tools you need, thus building very solid relationships. It doesn't really matter how simple or complicated the situation is, thanks to this platform you can offer a range of solutions to your customers.

Inconvénients

Specific time is needed to familiarize yourself with the system and take full advantage of its performance without neglecting any of its functionalities, in addition to using them correctly. It would be excellent if they added online training.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit: 7.0/10

Maddie C.
Secteur d'activité: Marketing et publicité
Taille de l'entreprise: 13-50 employés
Traduire en français

Communicate effectively with your customers, ¡Use Zendesk!

Logiciel utilisé tous les jours pendant plus d'un an
Publié le 05/02/2020
Provenance de l'avis : GetApp

Zendesk, has helped me to perform better the solution of any problem that our clients may have, has given us the possibility of creating automatic responses, through different forms of communication, thus, it has made my work so fast and easy. Its reporting function is also really very beneficial, to see what the trends are, in sending emails to our dissemination team. Zendesk, has a great possibility to gradually increase the functions of our companies, helping us to move towards success, in a reliable and safe way.

Avantages

Zendesk, is a reliable application, your ticket collection and autocomplete form is always available. In addition, it helps us resolve inquiries about calls, through your help in responding to the distinctive clientele of different media channels, and having them move through help guides before they can engage in a conversation with managers. I like Zendesk because its tools are necessary for effective management towards the guest, they facilitate the alternation of emails and take internal notes, in addition to recording telephone calls and voice memos are only for employee use. All your tools are vital to manage the accounts of our customers. It is highly recommended, a satisfied customer is one more achievement.

Inconvénients

The main drawback of this skillful application, is that its long-lasting features and simple to implement, are requested by customers through the community, are not added to the product, the user interface is not one of the most attractive that exist , although it presents all the functionalities implemented at the same time, so enough time is spent to fully familiarize yourself with this software and make the most of its performance. Several changes can further improve workflows or provide better interaction between the company and the clientele. Your online training is not the most complete because you do not have fasting forums or personal training. There is no free trial available to test the software before you are told to opt for a paid plan with all available features.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit: 10.0/10

Utilisateur vérifié
Traduire en français

A mediocre product that doesn't get better as it grows

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 25/09/2018
Provenance de l'avis : GetApp

Avantages

I struggle to find good things to say. It works and rarely has performance problems. If you need very basic support ticketing and are just starting out, you could use it and be successful. We did. But the functionality and support for those organizations between startup and large corporation is nil. If we were a very large organization, I could see it being a valuable product.

Inconvénients

1. It is incredibly difficult to keep track of business users. When you are a SaaS supporting clients who have end-users, organizing tickets and documenting issues is very important to find patterns. This is not possible in Zendesk, at least at the Team feature level. There is not a central location for information for an organization outside of a Notes box that is basically a tiny sidebar textbox that allows no formatting to make notes over time readable.

2. There is no way to reference individual comments in a ticket because individual comments do not have their own IDs. This makes it very cumbersome to keep succinct notes and refers back to my first point. The only way we can review a client's history is through wading through a bunch of tickets with an endless stream of comments. I can't get a good timeline overview of their experience and issues, which is so essential to good issue triage.

3. Lack of features for those at the less pricey levels is pretty bad. There's no way to make our contact forms more customizable (like having a message to the person on the ticket - there is only limited description area and those are question/field based) and we don't have access to conditional logic on the forms. So we are left with clients just throwing issues at us without getting good information from them to get a one-touch resolution. The way Zendesk works it forces us to give lower-quality support.

4. There's no exporting your ticket information or running any sort of report if you are using the Team or lower feature level. These, to me, should be basic features as they pertain to the most basic of needs for any support team. Not only that, it ties you to the product and punishes you for leaving. We can't move to another product because we can't take our ticket history with us.

5. The features and performance is inconsistent. For example, there are "Triggers" and "Automations". Triggers and automations are the same. The only difference is the automations are time-based. But they don't tell you that in the interface - there's nothing telling you what is required to set up the automation in order for it to pass validation, only an error message. And by following the instructions of the error message, you can still get more errors. But there's nothing there to tell you the overall requirements so you can avoid errors in the first place. And in the Triggers interface, they leave out a large amount of placeholder options for seemingly no reason, so you have to go find the placeholder references for yourself.

In my opinion, Zendesk doesn't have the user in mind. They put out new features and integrations, but the core product is so severely lacking that it seems like they feel they are operating on auto-pilot and their product needs no update itself. It's a shame, because it was probably was a good product with a lot of potential back when it first started up.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation

Probabilité de recommander le produit: 0.0/10

Betty M.
Secteur d'activité: Services et technologies de l'information
Taille de l'entreprise: 2-10 employés
Traduire en français

Zendesk

Logiciel utilisé Autre pendant plus d'un an
Publié le 06/12/2019
Provenance de l'avis : Capterra

Talking about live chat tools, Zendesk has a strong feature set which makes it suitable for any size of businesses, and they are constantly adding new features especially for a better mobile experience.

Avantages

The installation process is very easy and involves only copying and pasting a code snippet into your website source code, Zendesk also provides beginner-friendly instructions for all the major content management systems.
Once the Zendesk chat widget is installed you can customize it by altering its appearance, color, size, and positioning, to even make the experience stand out more Zendesk has their chat badge, the badge is fully customizable, you can use image of your agent to make the live chat experience more personal.
The Zendesk idle time-out feature allows me to set a time period after which the chat goes into offline mode if I don't refresh it, during this period I won't receive chat requests when there is no agent available to solve them.

Inconvénients

If there's anything to be said about the Zendesk it would be that the interface don't look very exciting, nothing really severe, but there are other live chat tools that are a bit more fun to use, it would also be an improvement if it was possible to further customize the offline form.

Note détaillée

Simplicité d'utilisation

Probabilité de recommander le produit: 8.0/10

Recommandation utilisateur
8.4/10
Basé sur 2 356 avis utilisateurs
Comparatif avec les logiciels similaires : recommandation utilisateur
Comparer avec les alternatives

Zendesk - Prix

Zendesk - Prix

À partir de
5,00 $US/mois
Essai gratuit
Abonnement
Rapport qualité-prix

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...

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...

Rapport qualité-prix
4.1/5
Basé sur 2 356 avis utilisateurs
Comparatif avec les logiciels similaires : rapport qualité-prix
Comparer avec les alternatives

Zendesk - Fonctionnalités

Zendesk - Fonctionnalités

API
Analyse en temps réel
Chat
Communication multicanal
Enquêtes et feedback
Gestion de la base de connaissances
Gestion des flux de travail
Gestion des tickets de support
Historique des contacts
Intégration CRM
Intégration de tiers
Intégration des e-mails
Intégration des médias sociaux
Messagerie instantanée
Monitoring
Notifications automatiques
Portail libre-service
Rapports et statistiques
Stratégie de marque personnalisable
Tableau de bord d'activités
Fonctionnalités
4.3/5
Basé sur 2 356 avis utilisateurs
Comparatif avec les logiciels similaires : note sur les fonctionnalités
Comparer avec les alternatives

Catégories

Vidéos et tutoriels

Vidéos et tutoriels

Plus d'informations sur Zendesk

Plus d'informations sur Zendesk

Avantages

- 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,...)

Zendesk - FAQ

Zendesk - FAQ

Voici quelques-unes des questions fréquentes sur Zendesk.

Q. Quels sont les types de licence disponibles pour Zendesk ?

Types de licences disponibles pour Zendesk :

À partir de: 5,00 $US/mois

Type de licence: Abonnement

Essai gratuit: Disponible

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...

Q. Quelles sont les principales fonctionnalités du logiciel Zendesk ?

Nous n'avons pas d'informations sur les fonctionnalités de Zendesk.

Q. Qui utilise Zendesk ?

Utilisateurs habituels du logiciel Zendesk :

Auto-entrepreneurs, Grandes entreprises, Entreprises de taille moyenne, À but non lucratif, Administration publique, PME

Q. Dans quelles langues Zendesk est-il disponible ?

Langues dans lesquelles Zendesk est disponible :

arabe, chinois (simplifié), chinois (traditionnel), tchèque, danois, néerlandais, anglais, finnois, français, allemand, hébreu, hongrois, indonésien, irlandais, italien, japonais, coréen, norvégien, polonais, portugais, russe, espagnol, suédois, taïwanais, thaï, turc, ukrainien

Q. Quels sont les types de licence disponibles pour Zendesk ?

Types de licences disponibles pour Zendesk:

Abonnement

Q. Zendesk prend-il en charge les appareils mobiles ?

Appareils pris en charge par Zendesk :

Android, iPhone, iPad

Q. Avec quelles applications Zendesk peut-il s'intégrer ?

Applications s'intégrant à Zendesk :

123FormBuilder, Clarizen, ClickDesk, Get Satisfaction, Innotas, InsightSquared, Podio, SolarWinds Service Desk, Vivocha, Yonyx

Q. Quelles sont les ressources d'aide disponibles pour Zendesk ?

Ressources d'aide disponibles pour Zendesk :

FAQ, Forum, Base de connaissances, Support en ligne, Support téléphonique, Tutoriels vidéo