Zendesk - Prix, fonctionnalités, avis et comparateur de logiciels

Zendesk

Le support client rapide et efficace

4.3/5 (1642 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/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
86% d'avis positifs
822
Excellent
595
Très bien
174
Moyen
30
Médiocre
21
Horrible
Traduire avec Google Translate

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

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
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
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
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
Traduire avec Google Translate

They used to be good

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 04/08/2016
Provenance de l'avis : Capterra

We have had ZenDesk for almost 4 years now. The value is good for what you pay for but they continue to make very bad changes without telling you. Functionality disappears and they have always lacked some key metrics for reporting.

Avantages

I can add custom fields, Automate workflow, limit access to fields based on permissions. They have an interface for the iphone and it integrates to their bug tracker. Our customers have their own portal for access and I used to be able to create reports, charts and dashboards.

Inconvénients

Things come and go in the UI. Most recently they removed what they call support for fiscal years. In reality you cant create any report or dashboard with data that exceeds 180 days. So now all mine are missing data from earlier. Their solution is to export everything to excel and combine it there. Of course I could create reports going back 4 years in 180 day chunks but not much point of not in one place. They have a new user interface that is coming out which actually make navigating the software slower. They removed a the menu header that let you jump around in the software in favor of tiered droplists to move around. One key piece that has always been missing is the ability to put the tickets age into a report, Seems like basic stuff. Also, their customer support typically takes a day to respond of they respond at all.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

1.0/10

Zendesk - Prix

À partir de
$5/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
  • Modèles personnalisables
  • Monitoring
  • Notifications automatiques
  • Rapports et statistiques
  • Stratégie de marque personnalisable
  • 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/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, Organismes 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, 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

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

Applications s'intégrant à Zendesk :

123FormBuilder, Clarizen, ClickDesk, Contactology, Get Satisfaction, Innotas, InsightSquared, Podio, Vivocha, 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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