A multi-billion dollar SaaS company, Zendesk provides customer service software to organizations. Zendesk offers a long list of features, integrates with most apps in your stack, and caters to industries of all kinds. Zendesk would be at the top of the list of customer service software companies.
Zendesk is known for having one of the best live chat tools on the market. An extensive set of features is available with this chat tool, such as behavioural triggers, live visitor tracking, chat ratings, file sending, etc. With a powerful FAQ builder, you can store your visitors’ most frequently asked questions and relevant information about your eCommerce store. Additionally, you can respond to customer queries natively through a unified communications interface. WhatsApp, WeChat, and Facebook are all supported by Zendesk.
The cons of Zendesk are that it is heavy, boring, and not intuitive. It’s difficult to navigate without a demo from a sales rep. Zendesk is quite generic. It’s not designed for eCommerce brands. Ecommerce brands have very specific needs and their customer support requirements are very different from those in other industries. The price is really high. They charge $89/month/user for their support suite Professional plan. Collaboration isn’t easy on Zendesk. Although they have some basic collaboration features, having a seamless conversation is not possible.