Last updated on
Company health
Reviews
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 Zendesk Support Suite best for
Zendesk Support Suite is a popular choice for businesses of all sizes looking to streamline their customer support operations. Users highlight its seamless integrations and powerful automation features as major advantages. However, potential customers should carefully consider the negative sentiment surrounding the platform's pricing structure and customer support responsiveness, which have been points of contention for some users.
-
Zendesk Support Suite is a good fit for businesses of all sizes, though it is most often adopted by small and medium-sized businesses.
-
Zendesk Support Suite is a versatile solution suitable for a wide range of industries including tech, retail, finance, education, and healthcare.
Zendesk Support Suite features
| Supported Zendesk Support Suite supports the ability for users to chat with website visitors in real time. |
| Supported Zendesk Support Suite supports the functionality to create and manage knowledge bases for self-service support through its Zendesk Guide component. |
| Supported Zendesk Support Suite supports reporting features that provide insights into support team performance, ticket trends, and customer satisfaction levels through its Zendesk Explore tool. |
| Supported Zendesk Support Suite offers AI chatbots for automated conversations and instant responses. |
| Supported Zendesk Support Suite provides robust ticketing functionality. |
| Supported Zendesk Support Suite provides unified multichannel customer support. |
We evaluate the sentiment that users express about non-functional aspects of the software
Value and Pricing Transparency
Customer Service
Ease of Use
Reliability and Performance
Ease of Implementation
Scalability
Zendesk Support Suite reviews
We've summarised 5037 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.
- 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.
- 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 376 reviews from Zendesk Support Suite Capterra reviews, Zendesk Support Suite G2 reviews, Zendesk Support Suite GetApp reviews and Zendesk Support Suite Software Advice reviews.
While Zendesk Support Suite is feature-rich and praised for its capabilities, many users find the pricing structure complex and expensive, especially for smaller businesses or those needing customization.
Users sentiment
See the Zendesk Support Suite pricing page.
-
Zendesk Support Suite has a free trial.
Support Team
Get up and running fast with streamlined email support.
Suite Team
Automate service with multichannel support and AI.
Suite Professional
Optimise operations with data and customisations.
Suite Enterprise
Adapt service safely with change management tools.
Zendesk Support Suite alternatives
Freshdesk
It is growing faster and is considered easier to use. It is better suited for Software and IT companies.
HubSpot Marketing Hub
More focused on marketing automation and lead generation for inbound marketing.
Re:amaze
More affordably priced and a better option for small to medium ecommerce businesses.
ActiveCampaign
More focused on marketing automation and sales processes through various channels like email, SMS, and CRM.
QuickChat
QuickChat is more geared towards automating customer interactions with AI chatbots. It's growing faster and has more momentum.
ClickUp
ClickUp is a better fit for users seeking an all-in-one work management platform, while Zendesk specializes in customer support. ClickUp has a more positive pricing perception among users. ClickUp is growing faster than Zendesk.
Zendesk Support Suite FAQ
What is Zendesk Support Suite and what does Zendesk Support Suite do?
Zendesk Support Suite is a customer service software solution that helps businesses provide excellent customer support. It offers tools such as messaging, live chat, AI-powered automation, and a self-service help center to improve agent productivity and streamline workflows.
How does Zendesk Support Suite integrate with other tools?
Zendesk Support Suite integrates seamlessly with a wide range of other business tools, including CRM systems, e-commerce platforms, and communication channels, to streamline workflows and centralize customer data.
What the main competitors of Zendesk Support Suite?
The main competitors of Zendesk Support Suite include Freshdesk, HubSpot Service Hub, Re:amaze, and Intercom. These alternatives offer a variety of customer service solutions, including live chat, automation, and self-service options.
Is Zendesk Support Suite legit?
Zendesk Support Suite is a legitimate and popular customer service software. It's used by many businesses and has generally positive reviews, although some users have concerns about pricing and support responsiveness.
How much does Zendesk Support Suite cost?
Zendesk Support Suite offers the Team plan for £45 per agent/month, Professional for £89 per agent/month and Enterprise plan with custom pricing. There is a 20% discount for annual billing.
Is Zendesk Support Suite customer service good?
Based on the reviews, Zendesk Support Suite's customer service receives mixed feedback. While some users praise the helpfulness and responsiveness of the support team, others express frustration with slow response times, difficulty reaching support, and unhelpful canned responses.
Reviewed by
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.
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.