Zendesk Support

Zendesk is a multi-billion dollar SaaS company that helps organizations with customer support software. Zendesk comes with a long list of features, integrates with almost all the apps in your stack, and caters to industries from every sector. If you think of customer service software as an industry, Zendesk would be somewhere at the top. 

Pros:

• Zendesk is said to have one of the best live chat tools available in the market. This chat tool comes with an extensive set of features like behavioral triggers, live visitor tracking, chat ratings, file sending, etc.
• It comes with a powerful FAQ building feature where you can store your visitor’s most asked questions and relevant information about your ecommerce store. 
• Besides that, it has a unified communications interface where you can answer your customer queries natively. Zendesk supports platforms such as WhatsApp, WeChat & Facebook.

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Cons:

• Zendesk is heavy, boring, and not intuitive. It can be near impossible to navigate without a demo from a sales rep. 
• Zendesk is quite a generic tool. It’s NOT built for ecommerce brands. Ecommerce brands have very specific needs & their customer support requirements are very distinct and different from other industries. 
• It is really expensive. Their support suite Professional plan costs $89/month/user. 
• You just can’t collaborate with your teammates on Zendesk easily. They have basic collaboration features but that doesn’t facilitate having a seamless conversation.