What Merchants Think

Overall, merchants have predominantly negative feedback regarding Zendesk. Many highlight severe issues with customer service and inefficiencies in the platform's interface and functionality. While there are mentions of the potential benefit for Shopify store owners due to its free trial, most reviews express dissatisfaction with various aspects of the app's service.

Key Strengths

• Free trial period for Shopify store owners to evaluate the app's fit for their needs.
• Potenital compatibility with Shopify stores.

Common Concerns

• Severe issues with customer service, including unresponsive support and lack of helpful guidance.
• Outdated and non-user-friendly interface.
• Poor call quality and significant delays in VoIP services.
• Cancellation and billing issues, with some users being billed for services not used.
• Long response times from support teams.
• Lack of a mobile app for phone call handling, necessitating desktop use.
• Complex and confusing setup process.
• Hidden costs and changes in service availability post-updates.

Final Thoughts

Although Zendesk offers potential value, particularly for Shopify users, the app's numerous service issues severely undermine its credibility. The recurring theme of poor customer support, outdated interface, and billing concerns suggests that many merchants find Zendesk more frustrating than beneficial. Overall, it appears that while some users may have niche requirements that Zendesk addresses, the majority would benefit from exploring alternative customer service platforms.