Zendesk makes customer service better. We build software to meet customer needs, set your team up for success, and keep your business in sync.
Overview
As champions of customer service, Zendesk provides the complete customer service solution that's easy to use and scales with your business.
Trusted by over 160,000 businesses, Zendesk enables personalized and effortless conversational experiences across any channel and device. Setting your teams up for success with a powerful workspace that centralizes all conversations and empowers agents with the out-of-the-box tools they need to solve the issue at hand.
Powered by AWS, our open and flexible platform integrates with the rest of your tech stack, giving you a complete view of your customer with built-in analytics and automations. We have over 1,200+ pre-built integrations in our Marketplace, as well as the tools to create and configure custom experiences. Zendesk connects natively to AWS - simplifying the process of building with Zendesk. Learn more http://zendesk.com/aws .
Core capabilities:
- Support across web, social, and mobile channels
- AI-powered bots
- Knowledge management
- Unified agent workspace
- Routing and intelligence
- Pre-built and custom integrations
- Real-time reporting and analytics
For custom pricing, EULA, or a private contract, please contact AWS-Marketplace@zendesk.com , for a private offer.
Highlights
- Conversational experiences: Meet your customers where they are, providing support over messaging, live chat, social, email, or voice.
- Unified agent workspace: Manage and respond to customers from one unified workspace, with complete customer context-including 1,200+ pre-built integrations.
- Automations, Bots and intelligence: Built-in routing, workflows, and analytics to automate repetitive tasks, optimize your business, and increase agent productivity
Details
Features and programs
Financing for AWS Marketplace purchases
AWS Marketplace now accepts line of credit payments through the PNC Vendor Finance program. This program is available to select AWS customers in the US, excluding NV, NC, ND, TN, & VT.
Pricing
Pricing is based on contract duration. You pay upfront or in installments according to your contract terms with the vendor. This entitles you to a specified quantity of use for the contract duration. Usage-based pricing is in effect for any usage exceeds the entitle amount or not covered in the contract. These charges will be applied on top of the contract price. If you choose not to renew or replace your contract before it ends, access to your entitlements will expire.
Dimension | Description | Cost/month |
|---|---|---|
Suite Enterprise | Deliver personalized customer experiences at scale | $169.00 |
Suite Team | Get the CX fundamentals right | $55.00 |
Suite Growth | Cost-effectively meet rising support volumes | $89.00 |
Suite Professional | Improve collaboration and streamline operations | $115.00 |
The following dimensions are not included in the contract terms, which will be charged based on your usage.
Dimension | Cost/unit |
|---|---|
Additional usage fees as agreed upon in MSA | $0.01 |
Vendor refund policy
All fees are non-cancellable and non-refundable except as required by law.
Legal
Vendor terms and conditions
Upon subscribing to this product, you must acknowledge and agree to the terms and conditions outlined in the vendor's End User License Agreement (EULA) .
Content disclaimer
Vendors are responsible for their product descriptions and other product content. AWS does not warrant that vendors' product descriptions or other product content are accurate, complete, reliable, current, or error-free.
Delivery details
Software as a Service (SaaS)
SaaS delivers cloud-based software applications directly to customers over the internet. You can access these applications through a subscription model. You will pay recurring monthly usage fees through your AWS bill, while AWS handles deployment and infrastructure management, ensuring scalability, reliability, and seamless integration with other AWS services.
Resources
Vendor resources
Support
Vendor support
Our people are your people - Our team offers an effective combination of broad customer service expertise and deep product knowledge to help you deliver a differentiated customer experience. From a strategic implementation to always-on service, we make sure you get the best value out of Zendesk.
AWS infrastructure support
AWS Support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and technical support engineers. The service helps customers of all sizes and technical abilities to successfully utilize the products and features provided by Amazon Web Services.
Updated weekly
Top
10
In Contact Center, CRM, IT Business Management
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25
In Contact Center
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10
In CRM, Contact Center
AI generated sentiment from actual customer reviews on AWS and G2
Functionality
Ease of use
Customer service
Cost effectiveness
Positive reviews
Mixed reviews
Negative reviews
AI generated from product descriptions
Conversational Channels
Provide support over messaging, live chat, social, email, or voice channels to meet customers where they are.
Unified Agent Workspace
Manage and respond to customers from one unified workspace, with complete customer context including 1,200+ pre-built integrations.
Automation and Intelligence
Utilize built-in routing, workflows, and analytics to automate repetitive tasks, optimize your business, and increase agent productivity.
Platform Integration
Integrate with the rest of your tech stack, providing a complete view of your customer with built-in analytics and automations.
Powered by AWS
Leverage the power and scalability of the AWS platform to deliver reliable and secure customer service solutions.
Omnichannel Engagement
Provides applications for omnichannel engagement to deliver a better way to achieve great customer experiences
AI-Powered Solutions
Includes AI-Powered Virtual Agents, Agent Assist, and AI Trainer to enhance self-service, agent assistance, and call analytics
Unified Platform
Provides a single unified platform to access and view customer engagement, workforce engagement, employee collaboration, AI & knowledge, and analytics and insights
Vertical-Specific Solutions
Developed purpose-built industry solutions to provide industry-specific workflows, core system integrations, and intelligence built to understand industry language
Global Footprint
Serves customers in over 100 countries across 20 different industries and ranks #8 on the 2023 Forbes Cloud 100
Intelligent Routing
Analyzes incoming customer issues and instantly assigns them to the right agents based on skill and load, ensuring efficient team bandwidth management
AI-powered Automations
Streamlines workflows by automating redundant work and actions performed on tickets, ensuring no tickets slip through the cracks
Generative AI Assistance
Offers agents guided assistance, productivity boosts, and streamlined collaboration to deliver faster and more personalized support
Proactive AI-driven Insights
Surfaces potential issues and optimizes support operations with proactive AI-driven insights, enabling data-backed decisions to reduce TCO
Scalable Knowledge Base
Automates self-service with a scalable knowledge base and custom widgets to help customers find answers faster, deflecting FAQs and optimizing agent workload
Validated by AWS Marketplace
FedRAMP
GDPR
HIPAA
ISO/IEC 27001
PCI DSS
SOC 2 Type 2
No security profile
No security profile
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Standard contract
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Customer reviews
Tomasz K.
Simple & Productive
Reviewed on Dec 21, 2024
Review provided by G2
What do you like best about the product?
I appreciate its simplicity and efficiency in helping me boost productivity in Customer Support. I cannot imagine my work without this app.
What do you dislike about the product?
I think the reporting and dashboards could be simpler and more user-friendly.
What problems is the product solving and how is that benefiting you?
helps streamline customer communication by consolidating multiple channels into one platform. This improves response times, ensures no inquiries are missed, and enhances overall customer satisfaction, making my workflow more efficient.
Leave a comment0 comments
Shardul J.
Review for Zendesk
Reviewed on Dec 20, 2024
Review provided by G2
What do you like best about the product?
Easy to use
Number of features
I use Zendesk on a daily basis
Number of features
I use Zendesk on a daily basis
What do you dislike about the product?
For new users, it might be a bit confusing, especially for those users who are not so tech-savvy people.
What problems is the product solving and how is that benefiting you?
In our organisation we are using Zendesk to resolve our customer queries, and it is working seamlessly. It's easy to use and the shortcuts and macros are specially very useful for the customers.
Rekan P.
Likely the coolest support tool ever!!!
Reviewed on Dec 19, 2024
Review provided by G2
What do you like best about the product?
It allows user to complete multiple tasks and is very user friendly. It's so much better than the few other tools I've seen. The customization options are great! The customizations allow so easy way to implement.
What do you dislike about the product?
The only thing that I can think of that I don't like is that sometimes it just lags. Kind of like, slow processing.
What problems is the product solving and how is that benefiting you?
Zendesk provide our ticketing system, our agents work from Zendesk and this has improved the work speed and management that also improved our customer support speed and services. This is basically improving the business on a whole another level
Cristina J.
Solution for improving customer satisfaction and streamlining workflows
Reviewed on Dec 19, 2024
Review provided by G2
What do you like best about the product?
Lo que más me gusta de Zendesk Support Suite es que empresas todos los canales como emails, chats, mensajes en redes sociales, llamadas, etc. en un único lugar. Es natural y rápido y es algo que enseguida vas a tener ordenado. Además, puedes personalizarte hacerlo cierre de deals workflow con tickets y automatización funciones condicionales, campos personalizados, disparadores, avisos, y mucho más, loque te permite ganar ¿Mucho tiempo?
What do you dislike about the product?
Incluso Zendesk Support Suite, que cuenta con muchas funciones excelentes, puede parecer un complemento desalentador de configurar para los equipos que nunca han usado una plataforma de la competencia. Uno de los aspectos menos favorables de esta solución son las limitaciones financieras, que pueden excluir a las empresas en fase de inicio o las start up. Para obtener una funcionalidad completa y disfrutar de las integraciones conocidas, tendrá que elevarse a un determinado nivel de suscripción. Naturalmente, este monto de dinero no es precisamente insignificante cuando se suma a las tarifas de suscripción. El precio y las limitaciones asociados con Zendesk Suite no deben disuadirlo. Aun así, el costo asociado con una de las ofertas no subyuga opciones equivalentes de otros proveedores en nuestro ranking de Software de soporte.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite nos ha cambiado la vida a la hora de tratar las consultas de los clientes. Antes, teníamos que dar “bambas” con las comunicaciones (email, chat, social media, lo que cuaresme!) buses que nos hacía los procesos lentos y a veces nos hacía saltar mensajes, para responder tarde a las consultas. Con Zendesk todo está en un mismo lado y eso nos da mucho control y tracking de las conversaciones de los usuarios. Las herramientas para automatizar las colas de tickets, los recordatorios, etc. nos ahorra ¡enormemente tiempo! En resumen diremos que:” nos ha utilizado a ser global más rápidos, en contestar a nuestros clientes y por lo tanto mejorando la satisfacción de los mismos alto fuertemente.
Malcolm Linton .
Zendesk
Reviewed on Dec 19, 2024
Review provided by G2
What do you like best about the product?
It allows user to complete multiple tasks and is very user friendly
What do you dislike about the product?
Needs faster updates, as this will ensure they keep up with competition.
What problems is the product solving and how is that benefiting you?
It solves productivity and SLA issues within my contact center.