Zendesk Review in 2026: Best CRM Tool For You?

在当今快节奏的世界中，您是否需要帮助来应对客户支持方面的需求？

低效的工具会导致客户不满、销售损失和声誉受损。

Zendesk 倾向于使用一套全面的客户服务和互动工具，以帮助您简化支持流程、提高客户满意度并发展您的业务。 商业.

在本评测中，我们将深入探讨 Zendesk 的功能、定价、优点和缺点，以帮助您决定它是否是适合您公司的解决方案。

Zendesk

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立即试用 Zendesk Zendesk 的替代方案

Zendesk是什么？

Zendesk 就像一个功能强大的客户服务工具箱。

它是一款客户服务软件，可以帮助企业以多种不同的方式与客户沟通——电子邮件、电话、 社交媒体在线聊天，应有尽有。

Zendesk 的核心是一个工单系统。

每位顾客 问题 或者，问题会得到单独的“工单”，以便更好地组织工作。

Zendesk Support has a ton of tools to 制作 everyone’s life easier.

一切都是为了确保客户和支持团队都能获得流畅的体验。

简而言之，Zendesk 的客户支持软件旨在随时随地为您的客户提供服务，无论他们通过何种方式联系我们。

Zendesk是谁创建的？

丹麦哥本哈根的三位朋友—— 米克尔·斯瓦内, 莫滕·普里姆达尔， 和 亚历山大·阿加西普尔 — 于 2007 年创立了 Zendesk。

他们希望改善所有人的客户服务。

他们的愿景是创造易于使用的软件，帮助企业与客户建立牢固的关系。

如今，Zendesk已经发展壮大了很多。

它提供了一整套 Zendesk 工具，包括用于管理客户互动的 Zendesk Support 和 Zendesk 报道 以及用于跟踪进度的分析工具。

Zendesk 甚至还有一个 Marketplace，你可以在那里添加额外的功能。

但目标始终不变：让客户服务变得一流！

Zendesk 的主要优势

• 简化支持： Zendesk 将您所有的客户对话集中在一个地方，让您的支持团队轻松保持井然有序、高效工作。无需再翻阅电子邮件或错过任何消息。 社交媒体它相比传统票务系统来说是一次巨大的升级。
• 更满意的顾客： 更快的响应速度和个性化服务，您的客户会感到 听到 并受到重视。这有助于提高满意度和忠诚度。
• 赋能代理人： Zendesk直观的界面和 自动化 这些功能可以帮助您的客服人员更高效地工作，而不是更辛苦地工作。他们可以专注于解决复杂问题，而不是被重复性任务所困扰。
• 数据驱动的洞察： Zendesk’s powerful analytics tools give you a clear picture of your customer 数据 and support performance. This helps you identify areas for improvement & make informed decisions.
• 全渠道支持： Zendesk 让您随时随地满足客户需求。无论他们偏好电子邮件、电话、聊天还是社交媒体，您都可以跨所有渠道提供无缝支持。
• 可扩展性： Zendesk grows with your 商业. Whether you’re a small startup or a large enterprise, Zendesk can handle your support needs.
• 合作： Zendesk 让您的支持团队工作更轻松。 销售量 团队通力合作，确保从始至终为客户提供流畅的体验。Zendesk Sell 甚至可以与支持平台直接集成。
• 定制化： Zendesk 具有高度灵活性，可以根据您的特定需求进行定制。您可以自定义从帮助中心的外观和风格到客服人员使用的工作流程的一切内容。
• 安全: Zendesk 非常重视数据安全。他们采取了强有力的措施来保护您的客户。 数据及确保符合行业法规。
• 多语言支持： Zendesk 支持多语言功能，可以轻松为世界各地的客户提供支持。

最佳功能

Zendesk is a famous customer service software platform.

It helps businesses manage many customers and their questions.

Support agents use it to track issues and fix them fast.

It works in a browser, so you do not need to install heavy programs.

The tool makes the total cost of support lower.

1. 组织

This feature groups users together. It is great for support teams dealing with other businesses.

You can map email domains to specific groups.

This helps you manage custom workflows for different companies.

It keeps sensitive information organized and safe.

You can also set specific rules for each group.

2. 报告

Reporting and analytics zendesk uses allow you to see how your team is doing.

You can view charts about the team’s performance and ticket volume.

It helps you avoid costly 停机时间 by spotting problems early.

You can check customer satisfaction scores easily. Managers use this data to make smart choices.

3. 搜索客户

You can quickly find a customer using their name or email.

This tool shows you their order history and past conversations.

It helps agents respond faster because they know the full story.

You can filter any results to find exactly what you need.

It is a simple way to manage customer data.

4. 即时通讯和在线聊天

Zendesk support includes live chat for real-time help.

It connects with social messaging apps like WhatsApp.

You can talk to customers on multiple channels from one place.

Sunshine conversations allow you to keep the chat going anytime.

It makes the customer experience smooth and friendly.

5. 人工智能和自动化

Zendesk offers strong 人工智能工具 为了节省时间。

人工智能与 自动化 can sort support tickets instantly.

It helps you create custom apps and bots to answer common questions.

This reduces the work for your support agents.

The platform uses smart tech to handle simple tasks.

6. Workforce Management

This tool helps you plan your team’s schedule. You can track business hours and agent shifts.

It ensures you have enough people to help customers.

You can see what support agents are working on in real time.

It improves the employee experience by keeping work balanced.

7. Advanced data privacy & protection

Security zendesk provides is top-notch for every company.

It uses encryption to protect sensitive data.

You can set rules to delete old info automatically.

It keeps your business safe from leaks. This is vital when handling private details.

It helps you trust the software completely.

8. Ticketing Software

The ticketing system is the core of Zendesk. It turns support requests into organized tickets.

You can assign them to the right sales team or support group.

Ticket systems like this stop emails from getting lost.

It creates a neat list of jobs for agents to finish.

9. AI Research

Zendesk invests in new AI research.

They work with leaders like Tom Eggemeier to build better tools.

New features include smarter bots and better language skills.

This helps with multilingual support for global teams.

They use findings from San Francisco and beyond to improve the desk software.

定价

优点和缺点

没有完美的软件，Zendesk 也不例外。

让我们权衡利弊，帮助您做出明智的决定。

Zendesk 的替代方案

Zendesk 对比

使用 Zendesk 的个人体验

几年前，当我们的客户群开始疯狂增长时，我的团队就一头扎进了 Zendesk 的世界。

我们当时被海量邮件淹没，难以追踪所有事项。Zendesk彻底改变了这一切。

以下是我们喜欢它的原因：

• 一个中央枢纽： 我们所有的客户对话——电子邮件、社交媒体消息，甚至电话——都集中在一个地方——再也不会错过消息或在收件箱里翻找了。
• 自动化魔法： Zendesk 的自动化工具为我们节省了大量时间。我们设置了触发器，可以自动分配工单、发送后续邮件，甚至自动关闭已解决的问题。这使我们的团队能够专注于更棘手的工作。
• 满意客户： 更快的响应速度和个性化服务让我们的客户更加满意。客户满意度评分显著提升，甚至还收到了一些好评。
• 数据极客们欢呼吧！ Zendesk 的分析功能为我们提供了宝贵的支持绩效洞察。我们可以看到哪些问题出现频率最高，跟踪响应时间，并找出需要改进的地方。这帮助我们做出更明智的决策，并提供更优质的支持服务。

总的来说，Zendesk 对我们团队来说一直是一个非常棒的工具。

它帮助我们简化了支持流程，提高了客户满意度，甚至提升了我们的利润。

如果您难以满足客户需求，我建议您试用一下 Zendesk。

最后想说的话

Zendesk 是一个顶级的客户服务平台，拥有众多功能，可让您的生活更轻松。

它非常适合各种规模的企业，帮助它们简化支持流程、保持客户满意度并做出数据驱动的决策。

当然，它价格可能比较贵，而且也需要一定的学习时间。

但如果您真心想要提供卓越的客户服务，那么 Zendesk 值得考虑。

Zendesk 适合你吗？

不妨试试他们的免费试用版。您或许能找到您一直在寻找的客户服务解决方案！

常见问题解答

More Facts about Zendesk

• Top-Tier Security: Zendesk follows best-in-class security practices. They have official certificates to prove they keep data safe.
• Constant Checking: They check their systems and apps constantly to make sure hackers can’t get in.
• Safe Communication: Everything you type or send to Zendesk is encrypted (with a secret code) while it travels over the internet.
• Locked Data: Your information is stored in a digital “vault” (on AWS) and protected by a high-level encryption algorithm called AES-256.
• Two-Step Login: To keep accounts safe, workers must use two factors to log in: their password and a special code sent to their phone or an app.
• Office Access: Managers can set a rule that allows workers to log in only while they are at the office.
• One Place for Help: Zendesk consolidates customer messages—like emails and chats—into a single, easy-to-view screen for workers.
• History Makers: Zendesk started in 2007 and changed how businesses help customers online.
• Used Everywhere: More than 160,000 businesses worldwide use it, including big names like Uber and Shopify.
• 伴随你成长： Whether a company is tiny or large, Zendesk is built to expand as it adds more people and offices.
• 易于学习： The software is designed so workers can start using it on their first day without extensive training.
• CX Experts: Zendesk is a market leader because it focuses almost entirely on the “Customer Experience” (CX).
• Award Winner: Software experts at G2 have named Zendesk one of the best tools to use for several years in a row.
• Top Rated: Forbes Advisor named Zendesk a top-ranked customer service platform in 2023.
• Simple Style: The platform is easy to understand and can be changed to fit any business style.
• Lots of Extras: There are over 1,300 additional tools you can plug into Zendesk to expand its capabilities.
• Slack Connection: You can link Zendesk to Slack so workers can communicate and resolve customer issues without switching apps.
• Smart Growth: Companies use Zendesk’s tools to help thousands of customers much faster than they could before.
• Full Customer View: Workers can see everything a customer has bought or asked about in the past to give better help.
• 实用工具： It includes a system to track “tickets” (customer problems), automated helpers, and charts to show progress.
• Report Cards: Managers can review data to see how quickly workers are helping and what customers are happy or unhappy about.
• Robot Help: Zendesk’s AI (smart computers) can answer about 80% of simple questions without a human needing to help.
• Many Ways to Talk: It handles everything: emails, phone calls, chats, and help articles in one spot.
• Help Yourself: It lets companies build a “Help Center” so customers can find their own answers without waiting for a person.
• Self-Moving Tasks: You can set “triggers” that automatically send emails or move tasks when something happens.
• Help Center Organization: It has tools to keep help articles organized and easy to update when things change.
• 免费试用： Try the full Zendesk Suite for 14 days to see if you like it.
• Help for Startups: New, small companies can often get Zendesk for free for the first six months to help them get started.
• Monthly Cost: Businesses pay for Zendesk based on the number of workers (agents) who use it each month.
• Plan Pricing: Prices start at $55 per worker each month for the basic Suite Team plan when paid for a whole year.
• Better Features: More advanced plans (such as Suite Professional) cost $115 per worker per month.
• High-End Power: Large companies can use the Enterprise plan for greater power, starting at around $150 per worker.
• Plan Choices: There are four main levels: Suite Team, Suite Growth, Suite Professional, and Suite Enterprise.
• Custom Quotes: You can tell Zendesk how many workers you have on your website to see exactly what it will cost.
• Industry Leader: Research firm Gartner ranks Zendesk #1 for helping customers through digital tools like chat and email.
• User Friendly: People who use it say it is very easy to navigate and doesn’t look messy.
• 良好的支持： Users often say that Zendesk’s own help team is very fast and helpful.
• Better Efficiency: Many businesses report that they can help more people in less time after adopting Zendesk.
• Trusted by Giants: Major companies like Slack and Uber 使用 Zendesk, which shows it is very reliable.
• 快速安装： Most users say that setting up Zendesk for the first time is smooth and doesn’t take too long.
• Made for You: People like that they can change the colors and settings to make the platform work exactly how they need it to.