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
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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
Retail
Zendesk Pros and Cons
Reviewed on Dec 17, 2024
Review provided by G2
What do you like best about the product?
There are a lot of integrations and systems that work with Zendesk so we can kind of hodge podge everything together to be how we want.
What do you dislike about the product?
Zendesk is so siloed that nobody knows what is going on or how to help.
What problems is the product solving and how is that benefiting you?
They provide our ticketing system, our agents work from Zendesk and live in our "priority inbox" during their work day.
Leave a comment0 comments
Marc V.
Zendesk is great
Reviewed on Dec 17, 2024
Review provided by G2
What do you like best about the product?
I like the AI features. I can write a response, and ZD can make it more friendly, more elaborate, more formal. It´s great. Also, the Zendesk team is always super helpful and great. I use Zendesk Enterprise, Zendesk Guides, and we use a reporting feature (Explore) as well. It´s not complicated to use, I like zendesk.
What do you dislike about the product?
No complaints. I don´t dislike anything. Maybe the only thing that Zendesk Enterprise is a bit complicated to set-up for clients
What problems is the product solving and how is that benefiting you?
We multiple shared inboxes for customer support that are channeled through Zendesk. Also, when a client responds to an automated message, they are assigned automatically in Zendesk to the right CSM.
JESUS M.
Zendesk is a very useful tool for handling service reports.
Reviewed on Dec 17, 2024
Review provided by G2
What do you like best about the product?
With Zendesk I like the ease of giving continuity to the different parts of the attention of a report.
It can also be used throughout the day without any problem for monitoring.
It can also be used throughout the day without any problem for monitoring.
What do you dislike about the product?
What I don't like about Zendesk is the part of generating the documents of the reports that need to be printed or downloaded in a file.
What problems is the product solving and how is that benefiting you?
Zendesk helps us to manage our clients' support requests to address any issues that may arise on their equipment.
Computer Software
Excellent Support Experience with Zensdesk: Professional and Prompt Assistance
Reviewed on Dec 17, 2024
Review provided by G2
What do you like best about the product?
It is great for managing customer interactions across multiple channels in one place. The interface is intuitive, and the automation features help streamline workflows, saving a lot of time. It's an excellent tool for providing fast and personalized support without any issues. We can easily integrate it with other tools. We have been using this tool for both customer support and internal escalations and it's really easy to implement.
What do you dislike about the product?
Somtimes It takes few minutes to load when multiple tabs or ticket tabs was opened. It's not an system issue though.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps us efficiently manage bug tickets by centralizing tracking and prioritization. Its automation routes issues to the right team, speeding up resolution and ensuring nothing is missed. This streamlines our workflow and improves response times.
Muhammad M.
quick and smartest platform i ever worked at
Reviewed on Dec 13, 2024
Review provided by G2
What do you like best about the product?
it have a lot of options to check and a lot of macros and servers health
What do you dislike about the product?
maybe it needs more icons to be clear to see them.
What problems is the product solving and how is that benefiting you?
I didn't face any proplems but its benefiting me in tickets numbers and c sats