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Bonfire Rating: 4.8/5 Zendesk is for people who are serious about customer relationships. It's one of the best service and CRM platforms on the market!
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/*! elementor - v3.13.3 - 28-05-2023 */
.elementor-widget-text-editor.elementor-drop-cap-view-stacked .elementor-drop-cap{background-color:#69727d;color:#fff}.elementor-widget-text-editor.elementor-drop-cap-view-framed .elementor-drop-cap{color:#69727d;border:3px solid;background-color:transparent}.elementor-widget-text-editor:not(.elementor-drop-cap-view-default) .elementor-drop-cap{margin-top:8px}.elementor-widget-text-editor:not(.elementor-drop-cap-view-default) .elementor-drop-cap-letter{width:1em;height:1em}.elementor-widget-text-editor .elementor-drop-cap{float:left;text-align:center;line-height:1;font-size:50px}.elementor-widget-text-editor .elementor-drop-cap-letter{display:inline-block} As a small business owner, I’m sure you understand the struggle of finding the right tools for customer relationship management . With so many tools out there, it’s hard to find the right one that will be a perfect fit for your small business. I’m AJ, and here to help cut through the noise! Why listen to me? I recently negotiated a seven-figure exit from my business (that I spent the last decade building), and we used several customer relationship management software along the way that aided in our success. We took a deep dive into the platform and brought you the essential points in this comprehensive review. Let’s dig in! FYI — we compiled a list of the best CRMs for small businesses for you to check out when you’re done reading.
You Can Trust Small Business Bonfire Since 2009 Small Business Bonfire has been testing and rating thousands of business software to help you (our small business owners) start & scale your organizations. If you want to know more about how we test, please read this article here.
/*! elementor - v3.13.3 - 28-05-2023 */
.elementor-heading-title{padding:0;margin:0;line-height:1}.elementor-widget-heading .elementor-heading-title[class*=elementor-size-]>a{color:inherit;font-size:inherit;line-height:inherit}.elementor-widget-heading .elementor-heading-title.elementor-size-small{font-size:15px}.elementor-widget-heading .elementor-heading-title.elementor-size-medium{font-size:19px}.elementor-widget-heading .elementor-heading-title.elementor-size-large{font-size:29px}.elementor-widget-heading .elementor-heading-title.elementor-size-xl{font-size:39px}.elementor-widget-heading .elementor-heading-title.elementor-size-xxl{font-size:59px} What is Zendesk?
Zendesk is essentially two sides of the same coin. First, you have Zendesk Sell , which is a robust CRM platform designed to help sales teams succeed, and businesses scale. Then you have Zendesk for Service , an all-in-one ticketing system that combines multiple channels together to make the lives of your support team so much easier. Both of these platforms come together to form the customer relationship management superhero that is Zendesk. Some features offered by Zendesk include: Email integration Lead generation and management Deal pipeline management AI automation and chatbot creation Multichannel messaging/ticket conversion Over 1,200 integrations and apps Zendesk is great for small and midsize businesses because it is extremely easy to use . In fact, we think it’s a great platform to learn how to use a CRM (if you’re a beginner) and also to learn how to effectively manage a customer support solution. It’s also packed with features that help with every aspect of the customer lifecycle , from lead generation to post-sales. Our takeaway is that Zendesk provides a surprising amount of features to help scale your business without hurting your wallet.
Zendesk Products
As we touched on, the overall Zendesk platform consists of two products. They are the following: Zendesk Sell Zendesk for Service We’ll go over some features of each to give you a better idea of what you’re getting into with the customer-centric software .
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Zendesk Sell
Zendesk Sell is your golden ticket to better sales, and happier sales teams.
Try Sell
Zendesk for Service
Zendesk for Service is an all-in-one customer service hub that empowers your support teams.
Try Service
Zendesk Sell
Zendesk Sell is a CRM that’s focused on managing customer relationships, empowering your sales teams, and making things easier as you scale your sales processes. Zendesk Sell accomplishes this by providing some of the following features: Communications channel (chat, email, phone) Lead prospecting and management Contact management capabilities Task management tools (including automation) 24/7 customer support Seamless integration with Zendesk for Service Zendesk Sell CRM is great for SMBs that are looking to scale their business without letting any customers fall through the cracks . It’s also great for sales teams of any size that want to streamline their entire sales process. Let’s get a little more in-depth into some of Zendesk Sell’s powerful features.
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Communications Channel
Zendesk Sell offers email, phone, and messaging integration through their communications channel. Essentially, this means that you can connect your email, SMS, and voice channels and easily reach out to contacts via any of these methods . Simply click on the contact you'd like to reach out to. Then click on either email, voice, or chat, and you're connected. This is fantastic for sales teams because it opens up customer engagement across the board and ensures they're able to nurture leads and close deals faster. We set up our Small Business Bonfire email through Zendesk sell in just a few clicks. Here's the integration screen for Gmail to give you a better idea. Once we were in, we got to work creating emails to send out to our affiliate marketing and PPC partnerships. Our first step was creating a template (shown below) so any of our team members could easily send out emails to our contacts . Overall, this process was extremely straightforward. We were able to add tags that automatically filled in info such as "company name" or "industry" based on our contacts. Once we had created the template, we were sending out emails left and right . It did lack some of the more advanced marketing features we're used to with bigger platforms (A/B testing and ad campaigns), but what it lacked in features, it made up for in convenience.
Lead Prospecting and Management
When it comes to managing leads, Zendesk Sell's got you covered. When you've got all of your communication tools in one place, finding and nurturing leads suddenly doesn't seem so daunting. Plus, you add in Zendesk Sell's fantastic prospecting feature called Reach, and you've got yourself a platform built to help sales teams succeed . Reach Reach essentially allows you to find new leads in seconds by searching through Sell's robust database of companies. They are literally millions of businesses to select from, making sure your leads will never dry up with Zendesk Sell. Basically, how it works is you are given a certain amount of prospecting tokens per month based on your plan. With the highest tier plan on Zendesk Sell, we're talking 300 leads a month . That's some serious prospecting outreach, given the sheer number of companies available. Throughout our testing, we found it incredibly easy to navigate through millions of companies using the tool's filter option. We were able to sort by the following metrics: Location Industry Business category Business type Size For our purposes, we filtered by industry (shown below), singling out "Internet Software & Services" to seek out affiliate marketing deals for SBB. This tool is fantastic for SMBs that are scaling because it allows sales teams to quickly branch out and discover leads that may have been inaccessible before. Lead management We've talked about how Zendesk Sell helps you find new leads, but the platform also does a great job of helping sales teams manage and nurture leads throughout the sales process. For instance, adding new leads is as easy as just a few clicks. Here's an example of what the UI (user interface) looks like. As you can see, Reach plays a part in managing your leads as well. We were able to enrich our lead data with Reach by using prospecting tokens. This filled in a ton of information for our contacts automatically . This can really take the tedium out of inputting lead data for your sales reps, allowing them to focus more on customer relationships . Once we had added and prospected our leads in our testing, here's what our lead management screen looked like. In terms of automation (with Reach) and overall ease of use, we give Zendesk Sell a 10/10 for handling leads .
Deal Pipeline Management
Ah, pipeline management — a staple of any great CRM platform. We're happy to say that during our months of testing Zendesk Sell, they certainly delivered the goods with this feature . To start with, adding a new deal is as simple as clicking a drop-down menu and selecting "add deal." We were able to put in a bunch of our affiliate marketing deals in less than 10 minutes . The process was as simple as the following: Filling in a few fields Adding tags Selecting deal stage Assigning an owner Creating an estimated close date From there, we were able to see all of our deals in one convenient location (shown below). You can view your deals in the following three styles: Table Board Stage In our case, we went with the table view to easily view our progress in each stage of the deal. We especially like how you can arrange your deals into various "smart lists." We see this being very useful for SMBs that have multiple teams looking at different deals across a bunch of pipelines. Being able to quickly separate and categorize these is a huge time saver. For our testing, we went with "Top Deals" for our smart list to showcase which of our deals were the most valuable. If you need to track your deals more effectively with a lot of powerful support from a CRM, Zendesk Sell is a standout choice in our book .
If you’re interested in learning more, check out our Zendesk Sell review below.
Zendesk Sell Review
Zendesk For Service
Zendesk for Service is designed to help your support teams nurture customer relationships throughout the entire customer journey . It works extremely well as a standalone ticketing platform with multichannel support, but it’s even better when paired with Zendesk Sell to create the ultimate customer experience from start to finish. Some features offered by Zendesk for Service include: AI-powered chatbots Productivity automation Multichannel messaging Tons of apps and integrations Help desk for self-service If you’re an SMB looking to step up your customer service game, automate menial tasks, and scale your business, Zendesk for Service has the tools for the job . Let’s get into some features we loved in our testing.
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AI-Powered Chatbots
When it comes to customer communications in today's digital age, AI-powered chatbots are a game-changer . Zendesk's Service offering delivers on this front with flying colors. We put these chatbots to the test and were blown away by what they could do. But what really stood out was how easy it was to create our Bonfire Bot — our very own Small Business Bonfire chatbot designed for service. With a few simple clicks , we were able to configure the bot to respond to frequently-asked questions, route customer inquiries to the appropriate department, and even suggest relevant articles and resources. This kind of chat-based automation has an insane amount of applications, from subscription processing to connecting agents to customers in real time; the sky's the limit to what AI-powered chatbots can do for your business . Now, combine this feature with the impressive CRM capabilities of Zendesk Sell, and now you've got customers solving their own issues and feeling more connected to your company in the process (freeing up your sales teams to focus on closing deals).
Multichannel Messaging/Ticketing
Multichannel messaging and ticketing are incredibly important for businesses that want to provide the best customer service experience. In fact, if we're testing a service solution that doesn't include this, we are immediately a little disappointed. With Zendesk, we found that they had a streamlined multichannel support system that connected all of the following: Web Mobile Social During our testing, we were able to set up all three channels with just a few clicks and a few fields completed. And the best part? Any interaction you have with customers on these platforms becomes a ticket where your support team can take it from there. For instance, here's an example of a test we did with our Bonfire Bot to see how quickly the ticket was created. To our surprise, there was zero lag between when we started the test and when the ticket was automatically created. Typically this sort of automation can take a few minutes for the data to sync up. With Zendesk for Service, that was not the case. This is great for teams that have very little room for error and need to manage service requests quickly . Here's what our ticket managing dashboard looked like when we got everything organized. As you can see, tickets are color-coded and arranged in a way that's incredibly easy to see . Overall, if you need a powerful ticketing platform, Zendesk for Service has you covered. It's just an added bonus that it comes with all kinds of productivity and chat automation to deliver the best customer service possible.
Powerful Integrations
Zendesk for Service claims to have over 1,200 compatible integrations and apps (and they can back it up!). For a platform that already does so much, that's just the cherry on top as far as we're concerned. In order to access these integrations, simply navigate to the Admin Center for Zendesk and then to the Zendesk Marketplace (shown below). The marketplace has a very beginner-friendly user interface . We were able to easily filter by the following criteria: Keyword search Collections Categories Chat, Support, and Sell apps Rating Payment types With so many options to choose from, it's great that we were able to easily narrow it down . One feature that stood out to us about the marketplace was how we could read reviews left by other users. We were curious about integrating with Slack, so we went to the reviews to see if any users had issues with it. We were able to discover that the Slack app lacked a lot of integration features that we utilized at Small Business Bonfire. We still ultimately tried it out to see for ourselves, but it was helpful to be able to read other users' experiences with each app before integrating. In our opinion, the fact that Zendesk allows for so many integrations just means the customization options for you and your business needs are endless. The fact that it's a comprehensive service solution and a CRM platform makes it one of our all-time favorite recommendations for SMBs .
If you’re interested in learning more, check out our in-depth review of Zendesk for Service below.
Zendesk for Service Review
Pros and Cons of the Zendesk
We’ve gone over a lot of the features offered by Zendesk and how they can help small businesses. However, it’s also important to talk about the downsides. Let’s go over the pros and cons of Zendesk as a whole.
Zendesk Pros
Affordable pricing
Extremely easy to learn and use
