The Zendesk name is everywhere. We bet you’ve even signed up for its free trial along the way, whether you use it or not. You may know Zendesk is the first, biggest customer service software. You’ve probably heard it can be a “game-changer” for your business. Someone even says it’s better than Freshdesk or any other ticketing system.
“Whoa, should I try?”
Here is a short answer:
For many industries like education and financial services, Zendesk could be great. But it may not be right if you’re running an ecommerce store.
Okay, you might notice that you’re on the Gorgias website…
We don’t want to talk about our competitors. But more than that, we understand you don’t want to make the wrong decisions.
That’s why, in this article, we’ll give you an honest presentation of Zendesk. What it is and why it may not be the right choice for ecommerce.
Don’t get us wrong. Gorgias and Zendesk are excellent in their own way. Whether you choose Gorgias or Zendesk really depends on many factors. What type of business you’re running (i.e., a financial service or an ecommerce company). What features and integrations you require. And how much you want to spend.
So, let’s get it on.
What is Zendesk ticketing system?
Many people think Zendesk is a help desk software, but that’s not everything about it.
Zendesk in two sentences
For those who don’t know Zendesk (Zendesk.com), it provides a software-as-a-service, or SaaS, customer service platform. It offers a lot of tools, including helpdesk, email marketing, live chat, and customer engagement.
Zendesk provides a wide range of features, plus over 1000 integrations like Salesforces, Slack, and Gmail. Because of that, you may feel overwhelmed the first time you learn about this platform.
To make your life easier, here is an overview of Zendesk’s features:
The Support Suite (Zendesk Suite): A unified agent workspace with a full-service experience across channels. It includes chat, email, voice, messaging, and advanced features like business rules (Enterprise plan).
The Sales Suite: Designed for a sales team, it offers live chat, voice, SMS, and automate outreach—all in one place.
Support: A simple ticket management system for tracking, prioritizing, and solving customer support requests.
Guide: A tool that allows creating a customized self-service knowledge base (a.k.a FAQ). Customers can find answers to their common questions without needing any help.
Chat: A tool that allows adding chat to a website and talking with customers in real-time.
Talk: A call center that offers personal phone support and enhances team productivity.
Sell: A sales CRM that supports email tracking, activity reporting, mobile CRM, and email automation.
Explore: An analytic tool with an interactive dashboard to measure customer service metrics.
Gather: A tool for creating a community where customers can engage with each other.
A worthy note that the features you can access depend on which Zendesk plan you’re using. For example, if you sign up for a Support plan (which also has three sub-plans), the Sales features aren’t available.
Zendesk pros and cons
Much like any other application, Zendesk has its pros and cons. Here they are:
An all-in-one lead generation and customer service platform.
Chat, phone, email, and social media all in one place.
Provide a lot of customization options.
Extensive, powerful reporting and analytics.
Robust integration with third-party applications and systems.
Support multiple languages.
Potentially high price tag.
Not the right ticket management system for ecommerce and small businesses.
Complicated pricing plans, especially for first-time end users.
Require a certain amount of time and effort to get to know the software.
Not provide robust integration with ecommerce platforms like Shopify, Magento or BigCommerce
Best features only available at higher pricing tiers.
Is Zendesk a suitable help desk for Ecommerce?
No doubt that Zendesk works for many large organizations. Airbnb and Uber are their lifelong clients.
Zendesk नाम हर जगह है। हम शर्त लगाते हैं कि आपने रास्ते में इसके नि: शुल्क परीक्षण के लिए साइन अप भी किया है, चाहे आप इसका उपयोग करें या नहीं।
आप जानते होंगे कि Zendesk पहला, सबसे बड़ा ग्राहक सेवा सॉफ्टवेयर है। आपने शायद सुना होगा कि यह आपके व्यवसाय के लिए “गेम-चेंजर” हो सकता है। कोई तो यह भी कहता है कि यह फ्रेशडेस्क या किसी अन्य टिकट प्रणाली से बेहतर है।
“वाह, क्या मुझे कोशिश करनी चाहिए?”
यहाँ एक संक्षिप्त उत्तर है:
शिक्षा और वित्तीय सेवाओं जैसे कई उद्योगों के लिए, Zendesk बहुत अच्छा हो सकता है। लेकिन अगर आप ईकॉमर्स स्टोर चला रहे हैं तो यह सही नहीं हो सकता है।