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Zendesk CRM Review (2023)

All-In-One Customer Engagement Solution
By Michael GrawBy Michael Graw -
Last Updated: Jan 08, 2023
103 reviews
logo-ZENDESK
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Price
$19 user/month, billed annually
Free Trial
30 days
Integrations
Mailchimp, Shopify, and more

Our Verdict

Is Zendesk CRM Worth It?

Zendesk offers two distinct CRM platforms: one for customer support (Zendesk Suite), and another for sales (Zendesk Sell). Zendesk Suite enables you to connect with customers by phone and live chat, and provides automated chatbots to streamline conversations. Zendesk Sell helps you track deals and leads, offering a comprehensive view of your customer interactions and integrated email marketing.

Price
$19 user/month, billed annually
Free Trial
30 days
Integrations
Mailchimp, Shopify, and more

Zendesk Pros & Cons

PROS

Offers chatbots for customer support
Wide range of integrations
Built-in email marketing tools

CONS

Sales and customer support are separate platforms
Very expensive

Top Zendesk Reviews

Da
Danny
, NY
ZenDesk has been a tried and true product and is the one our company prefers to use.
An
Angie
, CA
ZenDesk has been a lifeline for my company from the first day I signed up and had the program integrated.
Od
Odeyemi
, WI
ZenDesk is the best CRM software available. It makes my work very easy and fast and because of it, I have fewer worries.
See all Zendesk reviews

How do I know I can trust this Zendesk review?

Top10.com authors, contributors, and editors are serious about research. We combine our own experience with the services we recommend, with reviews that come from verified users–just like you! Together, with reviews from industry experts, we find the Top 10 best products and services to make sure you can choose with confidence and ease.

Zendesk Zendesk Visit Site

Top Zendesk Reviews

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.

How Zendesk CRM Works

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.

Zendesk CRM Pricing

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.


Suite Team

Suite Growth

Suite Professional

Price

$49/user/month

$79/user/month

$99/user/month


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.


Suite Team

Suite Growth

Suite Professional

Price

$19/user/month

$49/user/month

$99/user/month



What Customers Say About Zendesk CRM

Zendesk Zendesk Visit Site

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.

Michael Graw is a freelance journalist and photographer based in Bellingham, Washington. His work has been published on a wide selection of popular websites, and he has built a solid reputation for his writing in the technology and finance sectors. Michael has a particular interest in new technology and runs a small business where he constantly puts the latest web, business, and consumer tech through its paces.

Zendesk customer reviews

Based on 103 reviews

Ease of use

Brand satisfaction

Value for money

Service quality

Top Reviews

Ease of use

Brand satisfaction

Value for money

Service quality

9 months ago

ZenDesk has been a tried and true product and is the one our company prefers to use.

9 months ago

ZenDesk has been a lifeline for my company from the first day I signed up and had the program integrated.

9 months ago

ZenDesk is the best CRM software available. It makes my work very easy and fast and because of it, I have fewer worries.

9 months ago

I trust ZenDesk. It has been around for a long time. I love using this software for many projects. It's pretty self-explanatory. The CRM software has been around for a while and needs to be updated.

9 months ago

ZenDesk facilitates my communications with clients and fellow collaborators alike because it is intuitive to use. It's so easy to use that I didn't even have to watch any tutorials or ask my supervisor for any additional assistance with it.

9 months ago

It helps you find good Christian people that you can talk to, meet up with and trust and it's not fake like some of the others.

9 months ago

It's a great CMR software with innovative technology services. It provides reliable digital solutions that are relevant to my business. I appreciate that ZenDesk keeps up-to-date on the technology they offer.

9 months ago

I love it. ZenDesk performs all the necessary functions you need from CRM software tasks.

9 months ago

They have many choices to choose from the app is very easy to navigate and is very easy to connect with others. I like that they offer different prices for membership.

10 months ago

ZenDesk is great. I actually believe it's best that CRM software available. Keep up the great work.

10 months ago

For our business, ZenDesk works well and it's dependable. Their software does exactly what it was designed to do. Overall it's a great CRM solution.

10 months ago

We like using ZenDesk, as it provides us with high-quality CRM software. We are completely satisfied with it.

10 months ago

It was very easy for our business to sign up for ZenDesk and install it. Their software still continues to be easy to use and it's easy to learn. Our new employees also find the program easy to use.

10 months ago

I love ZenDesk. It can connect multiple brands and can be operated with your phone from anywhere so you can manage a home-based customer support team. The audit logging is very helpful and can save and show the various changes in your help desk

10 months ago

This offers a workflow experience that is easily integrated with other apps and platforms.

10 months ago

Christian Mingle has allowed me to meet other single Christian people looking for a connection.

a year ago

Their service is very reliable and accurate. It is a great way to reach out for help for your software problems. I like that they will take the time to walk us through any issue or come out to our office. They have email and a website along with 800 numbers so it's easy to contact them anytime.

a year ago

Is really nice to be able to meet people on a site and have fun. I have used other ones but this one is really good.

a year ago

ZenDesk helps you with all your technology needs. I believe it's the easiest CRM software to use.

a year ago

ZenDesk helps me manage my day-to-day activities and makes it very easy for me to stay organized. It's offered at such a great price, and they have a free trial to see if you like it.

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103 reviews
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