Service desk software comparison

Comparison of service desk software is a pain in the – please hold that thought – while I get you a confirmation number. 000000000000000000002. Again that number is OMG. Click.

In all seriousness though, please hold. Lucky for all of us today's software isn't that way anymore. At least it shouldn't be. It should be as seamless, scalable, and dare we even say – magical.

Not only do we want you to do a comparison of help desk software, we won't even be mad if our ticket management system is not for your company. But, to be fair, we think it's pretty darn great.

The brass tacks

Zendesk recently made a request Forrester Consulting to conduct a study that evaluated the financial impact of Zendesk on organizations. Forrester interviewed five of our own users and conducted a financial analysis. In this study, Forrester lays out the benefits and costs of Zendesk’s family of customer service products, with the analysis pointing to benefits of more than $3.8 million.

¿Sabías que...?

Los beneficios superan los costes en las siguientes áreas:

  • Aumento de productividad de los agentes: las organizaciones detectaron una mejora de 15 segundos en la duración promedio de las llamadas cada año.
  • Redirección de las interacciones con los clientes: las interacciones de autoservicio alcanzaron el 20 % del total de las interacciones.
  • Mejora de la experiencia y la retención de los agentes: los clientes observaron una reducción de más del 15 % en la rotación de los agentes.
  • Gastos de mantenimiento de la plataforma anterior que se evitaron: ya no se necesitaban asesores para ofrecer soporte a la plataforma de agentes antigua, lo que se ha convertido en un ahorro promedio de $150.000 por año.

Próximos pasos

Make sure Zendesk is right for you. Read about the potential return on investment from implementing Zendesk’s family of products in Forrester’s The Total Economic ImpactTM of Zendesk, a May 2017 commissioned study conducted by Forrester Consulting on behalf of Zendesk.