Zendesk CRM Review (2023)

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Overview

Zendesk CRM at a Glance

Best for: Medium-sized businesses

Key use: Suite: Automated chatbots, Sell: Conversation tracking

Price: Suite: $49-$99/user/month, Sell: $19-$99/user/month

Free trial: 30 days

Zendesk offers tools for customer service teams through its Suite platform and tools for sales and marketing through its Sell platform. These two platforms are distinct and priced separately, so Zendesk doesn’t offer an all-in-one solution for larger businesses.

Zendesk Suite stands out for its automated chatbots and automated workflows, which streamline help requests and take work off your team. Zendesk Sell excels at tracking all conversations with your customers, whether they occur by email, phone, or text message. Both platforms offer excellent built-in reporting tools as well.

Tools for Sales Teams

Zendesk Sell includes built-in tools to get in touch with leads and customers by phone, email, and text message. All interactions are recorded to a centralized database, so you can see a contact’s full history with your company. Another thing that’s great about Zendesk Sell is that it comes with a mobile app, so you can get in touch with customers and access a contact’s full history on the go.

• Integrated dialer with support for texting

• Automatic call recording

• Build a custom sales pipeline

• Mobile app for iOS and Android

Tools for Customer Support Teams

Zendesk Suite is a dedicated helpdesk platform that enables you to connect with customers by phone, email, live chat, and social media messenger. The platform is compatible with Facebook, WhatsApp, Instagram, and Apple Business Chat. It supports chatbots and automated workflows as well as an internal ticketing system to keep track of requests.

• Chatbots and automated workflows

• Build online knowledge bases

• Live chat and social media messaging

• Built-in cloud storage

Tools for Marketing Teams

Zendesk Sell comes with built-in email marketing tools that enable you to send personalized emails to your contacts. The software also lets you create and save your own email templates. For marketing automations and features like A/B testing, you can integrate with MailChimp or Automate.io.

• Personalized bulk emails

• Create and save templates

• MailChimp integration

Customization and Integrations

Zendesk has an app marketplace with thousands of integrations for the Suite and Sell platforms. You’ll find integrations for virtually all widely used business software. Zendesk Sell also enables you to create custom apps through an API.

Reporting and Dashboards

Zendesk Suite and Sell each include detailed reporting dashboards to help you track your customer experience and close deals. In Suite, you can see how many customer requests each agent is responding to as well as information about the time it takes to close requests. In Sell, you can pull up an overview of where all deals are in your sales pipeline and see how many leads each agent is pursuing. 

Ease of Implementation and Use

Zendesk Suite and Sell are relatively easy to get started with. Both platforms come with built-in guides to help you navigate the software, add employees, and set up your databases. Zendesk also has an online training center that offers certifications for managers.

Mobile App

Zendesk offers mobile apps for both Suite and Sell. The apps give you full access to the platforms’ key capabilities, including the ability to respond to customer requests and leads. All interactions initiated from the mobile apps are tracked, just like they are with the desktop platform.

Zendesk Customer Support

Zendesk offers 24/7 customer support by phone, email, and live chat. The company also has an online help center and customer forum.

How Much Does Zendesk CRM Cost? 

Zendesk Suite offers 3 pricing tiers: Team, Growth, and Professional. All plans include automations and chatbots. The Growth tier adds customer forums and multilingual support, while the Professional tier adds callback requests, conversation routing, and customizable dashboards.

Zendesk Sell also has 3 pricing tiers: Team, Professional, and Enterprise. The Team plan is only available for up to 3 users, while the other plans allow unlimited users. You must have a Professional or Enterprise plan to access email marketing features. The Enterprise plan adds lead and deal scoring, task automation, and a second custom sales pipeline.

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Bottom Line

Zendesk offers two distinct CRM platforms: Suite for customer support and Sell for sales and marketing. Suite offers chatbots and workflow automations, plus tools for email ticketing and building online help centers. Sell enables you to track all customer conversations and manage deals as they move through a custom sales pipeline. Both platforms are relatively easy to use and come with in-depth reporting features. Zendesk can be pricey for larger teams, but its comprehensive tools and wide range of integrations are hard to beat.