Reviews: Zendesk

Customer reviews: Zendesk

Reviews (161)

Overall rating

2.9

5

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10

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Outdated and non-user-friendly interface.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 The recurring theme of poor customer support, outdated interface, and billing concerns suggests that many merchants find Zendesk more frustrating than beneficial.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.

Harvest Hub

Aug 24, 2024 on Shopify

If you are a Shopify store owner, I would recommend giving Zendesk a try. It is a free app to install and use for 14 days, so you can see for yourself if it is a good fit for your store.

Nicolesy Store

Apr 01, 2015 on Shopify

I'm a one-person store, and so using an app to consolidate my customer service emails never really crossed my mind. Because it's just me, all of my customer emails were routed to my personal email inbox, but when I would have big campaigns my inbox would get flooded. Using Zendesk, even for just a few weeks, has made a huge difference in responding to customer emails, both behind-the-scenes and for what the customer sees. One of the things I like about it is that there are apps you can add within Zendesk to show things like Shopify orders from that customers, and even Mailchimp activity. Setup was simple, it connected easily and I was able to add a "Help" button on my Shopify page. I was even able to forward other emails (such as the ones that customers would reply to from a newsletter) so that they all are re-routed to my Zendesk account. I highly recommend this for everyone with an online store. It's really inexpensive (if you're a small shop, you can get away with the $1/month plan); I opted for the next level ($29/month) to get a few extra features.

KollectionK

May 09, 2013 on Shopify

Zendesk is nice. It's easy to reply to Facebook, Twitter and emails on iPad, iPhone, android device and desktop. And especially cheap for first one year.