Zendesk targets its mobile-first customer service solution to customer service teams with between 10 and 250 agents. Its simplicity, usability, and application ownership has garnered it over 40,000 customers since its inception in 2007.
Out of 110 users' reviews, Zendesk score is:
86 / 100
- Offer customers self-service with smart knowledge base features like instant search and topic suggestions, which can quickly surface relevant articles and deflect ticket submissions.
- Focus on what's important: ticket views filter the conversations you want to see while custom fields and tags classify tickets for tracking and archiving purposes.
- Easily switch between a ticket and your customer’s profile which includes any CRM or social data you choose to sync.
- Communicate internally on support issues through private notes and include as many people from your organization as you need in the conversation with unlimited light agents.
- Measure agent metrics like first response and resolution times with Zendesk’s 20+ pre-built reports—or build your own custom report.
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