Zendesk

Zendesk

Le support client rapide et efficace

4.3/5 (2161 avis)

Zendesk - Présentation

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...

Prix

À partir de
5,00 $US/mois
Types de licence
version d'essai gratuite
Abonnement
Rapport qualité-prix

Appareils

Type d'entreprise

S
M
L

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 16 autres, néerlandais, anglais, finnois, français, allemand, hébreu, italien, japonais, coréen, norvégien, polonais, portugais, russe, espagnol, suédois, turc

Zendesk - Avis

Note globale
4.3/5
87% d'avis positifs
1110
Excellent
779
Très bien
209
Moyen
40
Médiocre
23
Horrible
Neyda jose M.
Traduire avec Google Translate

Excellent customer service solution

Logiciel utilisé tous les jours pendant 6 à 12 mois
Publié le 22/05/2019
Provenance de l'avis : GetApp

This software has been really efficient since not only it allows to give a good attention to the client but also it is possible to do a follow-up to the attention agents to know who stands out the most, who are available to take care of the client and this makes that not wait for any client but all are served in the best way possible and you can solve their problems in the shortest time, there is also no way to have a collapse in the channels as there are different channels of attention that can be chosen to suit each client, that is why I think Zendesk is a tool with great potential and can be used in any type of company regardless of the size of it.

Avantages

Zendesk is a customer service software with very relevant features that make me like it, one of them is that it has an extremely friendly interface, since it can be customized which allows it to be easy to use, allows the agent to have information about who the client is, in this way the help process becomes simpler and faster, the client can choose because they want to be served because this software provides different channels as an option being all in real time, besides it offers a highly efficient ticket management efficient since agents can create different notes on the same ticket and even several of them can serve the same client making the process much more efficient and the best thing is that through it you can track users as well as the tickets which is a great advantage since an order is maintained.

Inconvénients

Despite being extremely efficient in terms of providing the most optimal tools to make the customer service process simpler and faster and adjusted to the needs of each client, this software still has some things that should improve as is the case of providing plans that can adjust more to each company since their plans has a fairly high price, also the creation of reports is very efficient but it is not easy to use so it can take more time than expected to complete the same

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

9.0/10
Michele R.
Traduire avec Google Translate

It's what everybody's doing

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 12/03/2019
Provenance de l'avis : Capterra

Overall, Zendesk makes customer service more efficient. As a manager, I'm able to see my employees satisfaction ratings, how long they spent that day answering emails, how long it takes them in general to answer an email, how long they spent on the phone, etc. Zendesk has been great in streamlining my customer service team while also optimizing the customer's experience.

Avantages

Seems like Zendesk is the go-to for any e-commerce site these days. I wish there was another company that had the same amount of features and functionalities as zendesk does but I haven't found one. The chat widget is easy to implement and I like the option to have the "help" functionality act as a buffer between the customer and chat- we have the customer first try to find the answer to whatever question they have by searching our "help" articles. Then, if they can't find the answer they're looking for there, they can choose to chat with a live agent. This helps our customer service agents get the most out of their time- they're not chatting answering obvious questions that can be found all over our website (for the most part..).

Inconvénients

What I like least about Zendesk is the automated "your ticket is open" and "your ticket is closed" functionality. This confuses customers a lot. We will close a ticket (email chain) and then zendesk automatically sends out to the customer a separate email that says "hour request is now closed." This really confuses customers- especially older ones. They'll send us a separate email saying "what request? what is closed" and we have to explain it to them, and then close the ticket again, thus sending the same "your request is now closed" email to them. Sometimes it's an endless circle.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

8.0/10
Erica d. B.
Traduire avec Google Translate

Great software, terrible support (ironically); Hope you don't have to leave

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 06/09/2018
Provenance de l'avis : Capterra

Our company has been using Zendesk for 5-7 years. I was not personally around when we onboarded it, but I have worked with it for over 3 years now. We have terrible trouble any time we did need support, for a system problem or a question we couldn't answer ourselves via their expansive maze of KnowledgeBase. The support reps at Zendesk have been accusatory, excuse-ridden, and most of all don't even read the tickets you submit to understand the problem (Zendesk support actually became an office joke. That's about the time we decided we had to look for another tool). When we met with our Account Rep to try to get some of the issues worked out, we were told basically that we weren't even supposed to have gotten the level of support we had received, and proceeded to explain how SaaS works (we're a software company, mind you).

I think Zendesk simply got too big too fast, and somewhere along the way decided that the businesses using their product aren't important anymore. They lost this long-term customer.

Avantages

Zendesk as a tool does what it is supposed to do, and it does it well. We used Support + Guide products, for ticketing for our e-learning business, and also for our Self-Serve support (knowledgebase). It is full-featured, and comprehensive. As far as support rep work goes, it's simple, to the point, and it integrates well with many tool because it is such a large company. It is designed for an enterprise company.

Inconvénients

Because it is so full-featured, it can be years' work to get everything set like you need, and they provide little to no assistance. Some of the basic settings are so deep and so spread out, you'll spend hours reading through Help articles to understand how to customize your ticket form. It is NOT small-business friendly, it is really meant for large companies with someone dedicated to maintaining this software.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

0.0/10
Thamara P.
Traduire avec Google Translate

Quick and easy implementation to my Support Center

Logiciel utilisé tous les jours pendant plus d'un an
Publié le 27/07/2018
Provenance de l'avis : Capterra

Zendesk is an easy-to-use, dynamic, intuitive customer service tool that allows the use of macros to optimize messages to customers.
Zendesk is easy to implement and with adaptable prices. I have recommended this tool to several friends for their organizations

Avantages

Zendesk is an excellent tool for the management of requirements or requests. It facilitates the management within my Support Center.
It allows to automate response to our customers. Also, customize the tool according to the type of company.
From this tool I manage to serve the internal and external clients of my organization. As well as, send satisfaction surveys once the support is finished.
Their specific user roles allowed me to implement the tool in the organization in a short time, even without investing much time in training because it has very good material for users on the web.
What I like most about Zendesk is to be able to automate the responses to clients and macros.
Zendesk has elements for case management, live chat, design a knowledge base, have a panel to the client. Since we included this tool in the company we have improved our response levels in the support tickets and with this to customer service.
I like the flexibility of purchase packages or use of the tool, through payment by users or agents. Also, although we have not configured it for now, it is interesting to integrate with VoIP to take the call from customers or interested parties.

Inconvénients

Zendesk for being a tool for customer service would be interesting to link or customize good practice agreements at the service level and operational.
We as a client can add response times, and define with a category that is requirements or request and that are incidents.
Next, what features Zendesk would need:
* Add response time according to the type of requirements or request.
* Define type of requests and incidents
* Get graphs by type of incidents
* Get graphs with crossings between service agreements and operational agreements. This would allow us to measure the effectiveness of the support center based on agreements with customers
* Have notifications every time you are consuming the time of a ticket, considering the times of agreements at the service or operational level
* Have a video call

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

10.0/10
Whitney S.
Traduire avec Google Translate

Clean and user friendly!

Logiciel utilisé tous les jours pendant plus d'un an
Publié le 09/03/2018
Provenance de l'avis : SoftwareAdvice

ZenDesk really is the best CRM I have ever used, and I was in customer service for 10 years. By far and away the most intuitive, simple and clean user experience you will have for a consumer facing CR interface.

Avantages

My consumer care team went from using another CRM to ZenDesk and it was like night and day! Cluttered to organized! Overwhelming to clean and easy to navigate! The best feature, in my opinion, is the ability to search for tickets by contact, user or subject and merge those tickets into one. That way you don't have to respond to multiple ticket from the same consumer about the same issue, you can clear those all out at once while creating a better consumer experience (one outbound email). Similarly, the ability to mass select tickets and close at the same time either as Will Not Address (which is a great option) or you can mass select and close using one macro/template. This is particularly helpful when your site has experienced a glitch and you've gotten thousands of tickets about the same issue, you can close them all at once when the issue is resolved or if you have an update. Speaking of macros, having an easy place to store your personal templates as well as share the best templates from your team is a game changer. No more keeping templates stored in random docs and then copying/pasting. Overall, I love ZenDesk! It must have been desinged by people who have been in customer facing roles or focused group the pain points for CRMs incredibly well.

Inconvénients

I really do love this product. The only thing to mention that could use improvement is the (seemingly) constant outages. There were some days where we would have to wait hours to get back in to the tool. I will say, though, customer support was always on top of it and super responsive.

Note détaillée

Simplicité d'utilisation
Support client

Probabilité de recommander le produit

8.0/10

Zendesk - Prix

À partir de
5,00 $US/mois
Types de licence
version d'essai gratuite
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

  • API
  • Base de connaissances
  • Chat
  • Communication multicanal
  • Enquêtes et feedback
  • Gestion des billets
  • Gestion des flux de travail
  • Historique des contacts
  • Hiérarchisation
  • Intégration CRM
  • Intégration de tiers
  • Intégration des e-mails
  • Intégration des médias sociaux
  • Messagerie instantanée
  • Monitoring
  • Notifications automatiques
  • Rapports et statistiques
  • Stratégie de marque personnalisable
  • Surveillance en temps réel
  • Tableau de bord d'activités

Plus d'informations sur Zendesk

Zendesk - Principales fonctionnalités

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

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

version d'essai gratuite: 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, Non Profit, 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, italien, japonais, coréen, norvégien, polonais, portugais, russe, espagnol, suédois, turc

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, Vivocha, Yonyx, Zendesk Chat

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

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