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Zendesk Support Suite

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Last updated on

Company health

Employee growth
13% increase in the last year
Web traffic
8% decrease in the last quarter
Financing
May 2022 - $86M

Ratings

G2
4.3/5
(2589)
Capterra
4.4/5
(2473)
Glassdoor
3.6/5
(1913)

Zendesk Support Suite description

Zendesk Support Suite is a customer service software solution designed to help businesses of all sizes provide excellent customer support. It offers a range of tools, including messaging, live chat, AI-powered automation, and a self-service help center. It aims to improve agent productivity, personalize customer interactions across various channels (like social media and email), and streamline workflows to increase efficiency. Zendesk emphasizes data-driven decision-making and boasts a user-friendly interface that integrates with numerous other business applications.

Who is using Zendesk Support Suite?

Ollie Forsyth
New Economies Founder
Olesia Krilyshyn
Sales Acceleration Specialist at Reply.io
Are you using Zendesk Support Suite? Submit your stack and earn money

Who is Zendesk Support Suite best for

Zendesk Support Suite is a comprehensive customer service solution that helps businesses deliver excellent support across various channels. We find it's particularly beneficial for companies seeking to improve agent productivity and personalize customer interactions. Based on user feedback, the platform's strong automation features and integration capabilities help expedite customer support procedures.

  • Suited for orgs of any size, from startups to large enterprises, needing robust multi-channel support solutions.

  • Great for software, IT, telecom, retail, finance, education, and healthcare industries seeking to improve CX.

Zendesk Support Suite features

Supported

AI Agents: Zendesk AI Agents enhance workflows and automate tasks.

Supported

AI and Automation: Zendesk AI and automation offer powerful tools to automate tasks and improve efficiency.

Supported

Messaging and Live Chat: Zendesk Messaging and live chat allow businesses to connect with customers in real-time.

Supported

Help Center: Zendesk Help center provides a self-service portal for customers to find answers to common questions.

Supported

Voice: Zendesk Voice provides a cloud-based call center solution to connect with customers by phone.

Supported

Quality Assurance: Zendesk Quality Assurance helps businesses monitor and improve the quality of customer service interactions.

Supported

Data Privacy and Protection: Zendesk Data Privacy and Protection ensures the security and privacy of customer data.

Supported

Workforce Management: Zendesk Workforce Management helps businesses optimize staffing levels and improve agent productivity.

Qualities

We evaluate the sentiment that users express about non-functional aspects of the software

Value and Pricing Transparency

Rather negative
-0.63

Customer Service

Rather positive
+0.43

Ease of Use

Strongly positive
+0.82

Reliability and Performance

Neutral
+0.26

Ease of Implementation

Neutral
+0.26

Scalability

Neutral
+0.04

Zendesk Support Suite reviews

We've summarised 5062 Zendesk Support Suite reviews (Zendesk Support Suite GetApp reviews, Zendesk Support Suite Software Advice reviews, Zendesk Support Suite Capterra reviews and Zendesk Support Suite G2 reviews) and summarised the main points below.

Pros of Zendesk Support Suite
  • Seamless integration with a range of other products and platforms.
  • Strong automation features and configurable workflows.
  • The platform helps to expedite customer support procedures.
  • Provides strong automation features and configurable workflows.
Cons of Zendesk Support Suite
  • Payment methods and structure are convoluted and inflexible.
  • Account managers are solely focused on making money rather than helping customers.
  • Unresponsive and evasive support team, often citing vacations as a reason for delays.
  • Inability to downgrade user numbers in a timely manner, leading to unnecessary charges.

Zendesk Support Suite pricing

The commentary is based on 382 reviews from Zendesk Support Suite Capterra reviews, Zendesk Support Suite G2 reviews, Zendesk Support Suite GetApp reviews and Zendesk Support Suite Software Advice reviews.

We find that users generally consider Zendesk Support Suite expensive, especially for smaller businesses. Many feel features requiring add-ons or higher-tier plans should be standard. Some users have also expressed frustration with managing user licenses and complex pricing structures.

Users sentiment

Rather negative
-0.63

See the Zendesk Support Suite pricing page.

  • Zendesk Support Suite has a free trial.

Support Team
£15

Get up and running fast with streamlined email support.

Suite Team
£45

Automate service with multichannel support and AI.

Suite Professional
£89

Optimise operations with data and customisations.

Suite Enterprise
Custom

Adapt service safely with change management tools.

Zendesk Support Suite alternatives

Zendesk Support Suite FAQ

  • What is Zendesk Support Suite and what does Zendesk Support Suite do?

    Zendesk Support Suite is a customer service platform offering tools like messaging, live chat, and AI-powered automation. We find that it helps businesses streamline workflows, personalize customer interactions, and improve agent productivity. It integrates with other business apps and aims to enhance data-driven decisions.

  • How does Zendesk Support Suite integrate with other tools?

    Zendesk Support Suite integrates seamlessly with various business applications. We find this expands its functionality and allows for a more streamlined workflow. It works well with many CRM, e-commerce, and marketing automation platforms.

  • What the main competitors of Zendesk Support Suite?

    We find Zendesk Support Suite competes with similar customer support platforms. Its main competitors include Zoho Desk, HubSpot Service Hub, Intercom, Front, Crisp, and Gorgias. Each offers various features and caters to different business needs.

  • Is Zendesk Support Suite legit?

    Yes, Zendesk Support Suite is a legitimate customer service software. However, user reviews indicate negative experiences with customer service, pricing, and implementation. We advise careful consideration and exploring alternatives.

  • How much does Zendesk Support Suite cost?

    Zendesk Support Suite offers several plans: Team at £15, Suite Team at £45, Suite Professional at £89, and a custom-priced Enterprise plan. A free trial is available. Add-ons like advanced AI and workforce management are also offered.

  • Is Zendesk Support Suite customer service good?

    We find that Zendesk Support Suite's customer service is a mixed bag. While some users praise the helpfulness and responsiveness of support agents, many others express frustration with slow response times, unhelpful answers, and difficulty reaching support. It seems that their support quality has declined recently.

Reviewed by

MK
Michal Kaczor
CEO at Gralio

Michal has worked at startups for many years and writes about topics relating to software selection and IT management. As a former consultant for Bain, a business advisory company, he also knows how to understand needs of any business and find solutions to its problems.

TT
Tymon Terlikiewicz
CTO at Gralio

Tymon is a seasoned CTO who loves finding the perfect tools for any task. He recently headed up the tech department at Batmaid, a well-known Swiss company, where he managed about 60 software purchases, including CX, HR, Payroll, Marketing automation and various developer tools.