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    Zendesk Suite

     Info
    Sold by: Zendesk 
    Zendesk makes customer service better. We build software to meet customer needs, set your team up for success, and keep your business in sync.
    Listing Thumbnail

    Zendesk Suite

     Info
    Sold by: Zendesk 

    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

    Sold by

    Delivery method

    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.
    Financing for AWS Marketplace purchases

    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.

    1-month contract (4)

     Info
    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

    Additional usage costs (1)

     Info

    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.

    Usage information

     Info

    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.

    Product comparison

     Info
    Updated weekly
    By Zendesk
    By Talkdesk
    By Freshworks Inc.

    Accolades

     Info
    Top
    10
    In Contact Center, CRM, IT Business Management
    Top
    25
    In Contact Center
    Top
    10
    In CRM, Contact Center

    Customer reviews

     Info
    AI generated sentiment from actual customer reviews on AWS and G2
    Positive reviews
    Mixed reviews
    Negative reviews

    Overview

     Info
    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

    Security credentials

     Info
    Validated by AWS Marketplace
    FedRAMP
    GDPR
    HIPAA
    ISO/IEC 27001
    PCI DSS
    SOC 2 Type 2
    No security profile
    No security profile
    -
    -
    -
    -

    Contract

     Info
    Standard contract
    No
    No
    No

    Customer reviews

    Ratings and reviews

     Info
    0 ratings
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    0 AWS reviews
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    5820 external reviews
    External reviews are sourced from G2  and are not included in the star rating for this product.
    Aleia G.

    Zendesk Support Suite Has Kept Business Flowing

    Reviewed on Dec 10, 2024
    Review provided by G2
    What do you like best about the product?
    I like that this platform can be synced with others. Being able to have ZD speak to Slack has ensure seamless communication for all tickets.
    What do you dislike about the product?
    I do wish it were easier to search for older tickets without having to scroll through so many with simliar names/phone numbers.
    What problems is the product solving and how is that benefiting you?
    I like that there is a central place to access all of these functions. The chat support has been especially useful when it comes to client interaction. Some days calling into clinics can be time-consuming and overwhelming. Having a chat option allows Clients to have greater control over their interaction with our company.
    Health, Wellness and Fitness

    Zendesk

    Reviewed on Dec 06, 2024
    Review provided by G2
    What do you like best about the product?
    Zendesk is a great tool for helping customers. It lets you manage tickets, offer self-help options, and track customer interactions. This makes it easy to provide quick and helpful support.
    What do you dislike about the product?
    Zendesk can be tricky to learn, especially for new users. Setting it up and customizing it can be complicated, and you might need some technical help.
    What problems is the product solving and how is that benefiting you?
    Zendesk helps you manage customer support across different channels like email, chat, and social media. It makes it easier to respond to customer questions quickly and efficiently, and it provides tools to help you understand your customers better.
    Minnie B.

    It's okay

    Reviewed on Dec 06, 2024
    Review provided by G2
    What do you like best about the product?
    I can say that it is easy to navigate and there's ease of use. You don't need training for it since it is straight forward.
    What do you dislike about the product?
    It can be slow and need to switch to another tab for othen open tickets
    What problems is the product solving and how is that benefiting you?
    I am able to manage multiple chats from different platforms. All chats in just one.
    Sara M.

    Zendesk is by far the best platform for customer support companies.

    Reviewed on Dec 05, 2024
    Review provided by G2
    What do you like best about the product?
    Zendesk is well-organized, user-friendly, provides lots of tools to perform different tasks depending on the business needs, offers multiple channels of communication to unify every interaction in a single place, and even though there are a lot of tasks that can be performed in this platform their system is very well done and stable. I have to use this platform every day since the channels we use to communicate with customers are located here and in my years of experience, this is the best tool by far.
    What do you dislike about the product?
    The only problem is that performing certain actions requires to have a higher level of expertise but after this, everything is good.
    What problems is the product solving and how is that benefiting you?
    Zendesk really help mantaining every chanel of communication al together in the same ecosystem, making it easier to interact with customer and checking the history of all the actions performed with an specific user to provide a much better customer service experience.
    Peggy F.

    Easy process to use

    Reviewed on Dec 05, 2024
    Review provided by G2
    What do you like best about the product?
    All the different features that could be used
    What do you dislike about the product?
    I can't think of anything I disliked about Zendesk, except i wish it would have been available for me to use earlier in my time at Coolibar
    What problems is the product solving and how is that benefiting you?
    Was able to follow thread of emails more effectively...
    View all reviews