Zendesk

Zendesk

Software de atención al cliente en la nube

4.3/5 (2261 opiniones)

Información general sobre Zendesk

Zendesk es la solución probada de software de atención al cliente basada en la nube que resulta ser la manera más rápida para permitir que empresas de todos los tamaños y sectores ofrezcan una atención al cliente excelente. Zendesk es tan fácil de usar que los equipos de asistencia y sus clientes en todo el mundo lo adoran. Puedes acceder a Zendesk en cualquier lugar, desde cualquier dispositivo.

Más de 40 000 clientes confían en Zendesk, incluidas algunas de las marcas líderes mundiales, como Airbnb, Gilt Groupe, Groupon, Tumblr, Box, Sony y Sears.

Precio

A partir de
5,00 US$/mes
Opciones de precios
Prueba gratis
Suscripción
Relación calidad-precio

Dispositivos

Tamaño de la empresa

P
M
G

Disponible en los países siguientes

Asia, Australia, Brasil, Canadá, China y otros 5, Europa, Alemania, India, Japón, Latinoamérica

Idiomas admitidos

Árabe, Chino (simplificado), Chino (tradicional), Checo, Danés y otros 16, Neerlandés, Inglés, Finés, Francés, Alemán, Hebreo, Italiano, Japonés, Coreano, Noruego, Polaco, Portugués, Ruso, Español, Sueco, Turco

Reseñas de Zendesk

Calificación general
4.3/5
87% reseñas positivas
1168
Excelente
807
Muy bien
221
Normal
41
Pobre
24
Malo
Nick Y.
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Zendesk - Robust Ticketing Software

Software usado A diario durante Más de dos años
Revisado el 31/10/2019
Fuente de la reseña: Capterra

We used Zendesk at 3 of my last 4 jobs. The last 2 at my suggestion. We handle a diverse amount of different customer issues and its a great system to manage and track all the different interactions our customers are having as well as the agents that are handling them.

Puntos a favor

The ticketing platform was much easier to use than our antiquated ticketing service we used. I like the different options and features that Zendesk has vs some of the other companies out there.

Puntos en contra

The interface is a little tricky if you have not used it before. So unless you have a diverse knowledge of ticketing software the hill can be a little hard to climb at first, but once you do its smooth sailing from there.

Desglose por calificación

Relación calidad-precio
Facilidad de uso
Asistencia al cliente

Probabilidad de recomendación

8.0/10
Usuario verificado
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Easy Inter-team Communication and Customer History

Software usado A diario durante Más de dos años
Revisado el 21/8/2019
Fuente de la reseña: Capterra

I can't stress enough how easy Zendesk makes it to pass tickets back and forth between people and teams. My team gets a constant flow of tickets and we are able to keep them organized by time, urgency and topic. All customer emails and voicemails that are incoming to my department are received in Zendesk and it's very simple to either respond or make a note and pass along the ticket to the correct person. Zendesk contributes enormously to my company's efficiency and overall organization.

Puntos a favor

Zendesk allows my team (the accounts receivable team) to work seamlessly with the customer support team. On a daily basis, we pass tickets back and forth to accomplish both simple and more difficult tasks for our customers. The majority of our customer emails, voicemails and recorded calls are logged in Zendesk, so it's easy to search the history of any given customer to find out what they have contacted us about and who helped them. Zendesk makes it super simple to switch back and forth between emailing and making internal notes. A single ticket can contain customer-facing communication, a phone call recording and employee-only notes, all of which are vital to managing our customer accounts.

Puntos en contra

There are really only two things I don't like about Zendesk. First, I don't care for how it looks when two or more tickets are merged together. Instead of logging emails and notes from oldest to newest like a chain of events, Zendesk collapses one ticket into the other and you have to open both to see everything. It's just a little difficult to understand visually. Second, my company used to use a similar system called Help Scout and it was able to tell us when a customer had opened an email from us. Zendesk is not able to do that.

Desglose por calificación

Facilidad de uso

Probabilidad de recomendación

6.0/10
Neyda jose M.
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Excellent customer service solution

Software usado A diario durante 6-12 meses
Revisado el 22/5/2019
Fuente de la reseña: 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.

Puntos a favor

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.

Puntos en contra

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

Desglose por calificación

Relación calidad-precio
Facilidad de uso
Asistencia al cliente

Probabilidad de recomendación

9.0/10
Michele R.
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It's what everybody's doing

Software usado A diario durante Más de dos años
Revisado el 12/3/2019
Fuente de la reseña: 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.

Puntos a favor

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..).

Puntos en contra

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.

Desglose por calificación

Relación calidad-precio
Facilidad de uso
Asistencia al cliente

Probabilidad de recomendación

8.0/10
Erica d. B.
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Great software, terrible support (ironically); Hope you don't have to leave

Software usado A diario durante Más de dos años
Revisado el 6/9/2018
Fuente de la reseña: 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.

Puntos a favor

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.

Puntos en contra

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.

Desglose por calificación

Relación calidad-precio
Facilidad de uso
Asistencia al cliente

Probabilidad de recomendación

0.0/10

Precios de Zendesk

A partir de
5,00 US$/mes
Opciones de precios
Prueba gratis
Suscripción
Relación calidad-precio

Funciones de Zendesk

  • API
  • Chat
  • Comunicación multicanal
  • Creación de informes y estadísticas
  • Creación de marca personalizable
  • Encuestas y comentarios
  • Gestión de flujos de trabajo
  • Gestión de tickets de soporte
  • Historial de contactos
  • Integración de CRM
  • Integración de correo electrónico
  • Integración de redes sociales
  • Integración de terceros
  • Mensajería instantánea
  • Notificaciones automáticas
  • Panel de actividades
  • Priorización
  • Supervisión
  • Supervisión en tiempo real

  • Gestión de la base de conocimiento

Preguntas frecuentes sobre Zendesk

He aquí algunas preguntas frecuentes sobre Zendesk.

P. ¿Qué tipo de planes de precios ofrece Zendesk?

Zendesk ofrece los siguientes planes de precios:

A partir de: 5,00 US$/mes

Modelo de precios: Suscripción

Prueba gratis: Disponible

P. ¿Cuáles son las características principales de Zendesk?

No tenemos información sobre las características de Zendesk

P. ¿Quiénes son los usuarios habituales de Zendesk?

Los clientes habituales de Zendesk son:

Trabajadores autónomos, Empresas Grandes, Empresas medianas, Sin ánimo de lucro, Administraciones públicas, Empresas pequeñas

P. ¿Qué idiomas admite Zendesk?

Zendesk admite los siguientes idiomas:

Árabe, Chino (simplificado), Chino (tradicional), Checo, Danés, Neerlandés, Inglés, Finés, Francés, Alemán, Hebreo, Italiano, Japonés, Coreano, Noruego, Polaco, Portugués, Ruso, Español, Sueco, Turco

P. ¿Qué tipo de planes de precios ofrece Zendesk?

Zendesk cuenta con los siguientes planes de precios:

Suscripción

P. ¿Zendesk es compatible con dispositivos móviles?

Zendesk admite los siguientes dispositivos:

Android, iPhone, iPad

P. ¿Con qué otras aplicaciones se integra Zendesk?

Zendesk se integra con las siguientes aplicaciones:

123FormBuilder, Clarizen, ClickDesk, Get Satisfaction, Innotas, InsightSquared, Podio, Vivocha, Yonyx, Zendesk Chat

P. ¿Qué tipo de asistencia ofrece Zendesk?

Zendesk ofrece las siguientes opciones de asistencia:

Preguntas frecuentes, Foro, Base de conocimientos, Asistencia en línea, Asistencia telefónica, Tutoriales en vídeo