Zendesk
4.3 out of 5 starsShape Software
4.6 out of 5 starsRatings and Reviews 8,478 Ratings
Ratings and Reviews 136 Ratings
What is Zendesk?
Zendesk functions as a powerful customer support platform designed to enhance support workflows and elevate the customer experience. It provides a comprehensive set of features, including AI-driven automation, messaging capabilities, live chat options, and customizable workflows, allowing businesses to offer personalized and effective assistance across multiple channels. Additionally, the platform seamlessly integrates with various other applications and delivers real-time analytics, which help organizations make well-informed, data-driven decisions. Suitable for businesses of all sizes—from new startups to large enterprises—Zendesk emphasizes scalability, security, and user satisfaction. By offering such adaptable solutions, it ensures that companies can flexibly modify their customer service strategies to keep pace with changing demands, thereby fostering long-term relationships with their clients. This adaptability is crucial in a fast-evolving market where customer expectations are continually on the rise.
What is Shape Software?
Shape Software's specialized sales and marketing automation platform enables you to oversee all elements of your enterprise from a single interface.
This cloud-based solution provides a variety of tools designed to assist in managing and automating your digital marketing efforts, including promotions through text, email, and online advertisements, while also capturing leads from various online channels. Additionally, it helps in nurturing potential clients and managing projects throughout your day. You can enhance customer interactions by offering a secure portal that simplifies your intake workflows, utilize ShapeIQ to systematically evaluate leads, and generate comprehensive custom reports.
Begin increasing your revenue by exploring the versatile range of services that Shape offers today, ensuring that you stay ahead in an ever-evolving market.
Integrations Supported
CallTools
Mailchimp
Microsoft Outlook
RingCentral RingCX
Trello
Twilio
Ytel
Zapier
Ameyo by Exotel
Metric Insights
Integrations Supported
CallTools
Mailchimp
Microsoft Outlook
RingCentral RingCX
Trello
Twilio
Ytel
Zapier
API Availability
Has API
API Availability
Has API
Pricing Information
$25/agent/month
Free Trial Offered?
Pricing Information
$119
No annual contracts billed month-to-month! Additional services include a secure customer portal, digital IP target marketing ads, and ShapeIQ AI lead scoring.
Supported Platforms
SaaS
Android
iPhone
iPad
Supported Platforms
SaaS
Android
iPhone
iPad
Windows
Mac
Chromebook
Linux
Customer Service / Support
Standard Support
24 Hour Support
Web-Based Support
Customer Service / Support
Standard Support
24 Hour Support
Web-Based Support
Training Options
Documentation Hub
Webinars
On-Site Training
Training Options
Documentation Hub
Webinars
Online Training
Company Facts
Organization Name
Zendesk
Date Founded
2007
Company Location
United States
Company Website
www.zendesk.com
Company Facts
Organization Name
Shape Software
Date Founded
2007
Company Location
United States
Company Website
setshape.com
Categories and Features
Agentic AI
Not specified
AI Agents
Not specified
AI Call Center
Not specified
AI Customer Service
Not specified
AI Customer Support Agents
Not specified
AI IT Agents
Not specified
Call Center
Blended Call Center
Call Logging
Call Recording
Call Scripting
Campaign Management
Escalation Management
IVR / Voice Recognition
Inbound Call Center
Manual Dialer
Outbound Call Center
Predictive Dialer
Progressive Dialer
Queue Management
Real-time Chat
Reporting/Analytics
Chatbot
Call to Action
Context and Coherence
Human Takeover
Inline Media / Videos
Machine Learning
Natural Language Processing
Payment Integration
Prediction
Ready-made Templates
Reporting / Analytics
Sentiment Analysis
Social Media Integration
Complaint Management
Case Management
Complaint Classification
Corrective Actions (CAPA)
Customer Complaint Tracking
Feedback Management
Forms Management
Issue Tracking
Quality Assurance Management
Routing
Self Service Portal
Social Media Monitoring
Survey Management
Contact Center Knowledge Base
Not specified
Conversational AI
Code-free Development
Contextual Guidance
For Developers
Intent Recognition
Multi-Languages
Omni-Channel
On-Screen Chats
Pre-configured Bot
Reusable Components
Sentiment Analysis
Speech Recognition
Speech Synthesis
Virtual Assistant
Conversational Support
Not specified
Customer Experience
Action Management
Analytics
Customer Segmentation
Dashboard
Feedback Management
Knowledge Management
Multi-Channel Collection
Sentiment Analysis
Survey Management
Text Analysis
Trend Analysis
Customer Self-Service
Not specified
Customer Service
Alerts / Escalation
Appointment Management
Call Center Management
Email Management
Knowledge Base
Live Chat
Performance Metrics
Queue Management
Self Service Portal
Social Media Integration
Surveys & Feedback
Virtual Assistant
Workflow Management
Employee Experience
Not specified
Experience Management
Action Management
Analytics
Customer Segmentation
Dashboard
Feedback Management
Knowledge Management
Multi-Channel Collection
Sentiment Analysis
Survey Management
Text Analysis
Trend Analysis
Help Desk
Alerts / Escalation
Automated Routing
Community Forums
Customizable Branding
Document Storage
Email Integration
IT Asset Management
Incident Management
Interaction Tracking
Knowledge Base
Live Chat
Multi-Channel Communication
Multiple Brands / Products
Network Monitoring
Real-time Chat
Self Service Portal
Service Level Agreement (SLA) Management
Ticket Management
Issue Tracking
Assignment Management
Dashboard
Escalation Management
Issue Auditing
Issue Scheduling
Knowledge Base
Project Management
Recurring Issues
Scheduling
Task Management
IT Service
IT Asset Management
Incident Management
Knowledge Management
Self Service Portal
Service Catalog
Service Reporting
Ticket Management
ITSM
Asset Tracking
Availability Management
Change Management
Configuration Management
Contract/License Management
Dashboard
Incident Management
Problem Management
Project Management
Release & Deployment Management
Self Service Portal
Knowledge Management
Artificial Intelligence (AI)
Cataloging / Categorization
Collaboration
Content Management
Decision Tree
Discussion Boards
Full Text Search
Knowledge Base Management
Self Service Portal
Live Chat
Canned Responses
Customizable Branding
Geo Targeting
Offline Form
Proactive Chat
Screen Sharing
Third Party Integration
Transfers / Routing
Website Visitor Tracking
Mediation
Not specified
Service Request Management
Not specified
Categories and Features
Bulk SMS
Not specified
Business Intelligence
Benchmarking
Dashboard
Data Analysis
Key Performance Indicators
Performance Metrics
Predictive Analytics
Profitability Analysis
Trend / Problem Indicators
Visual Analytics
Call Recording
Archiving
Call Sharing
Distributed Call Recording
File Transfer
Instant Retrieval
On-Demand Recording
Scheduled Recording
Call Tracking
CRM
Call Recording
Call Routing
Caller Identification
Campaign Management
Conversion Tracking
IVR / Voice Recognition
Keyword Tracking
Contact Management
Activity Management
Appointment Management
Contact Database
Contact History
Contact Import/Export
Customer Pipeline
Email Marketing
Group Management
Interaction Tracking
Lead Management
Prospecting Tools
Sales Pipeline Management
Search / Filter
Segmentation
Shared Contacts
Social Media Integration
CRM
Calendar/Reminder System
Call Logging
Document Storage
Email Marketing
Internal Chat Integration
Lead Scoring
Marketing Automation Integration
Mobile Access
Quotes / Proposals
Segmentation
Social Media Integration
Task Management
Territory Management
Email Marketing
A/B Testing
Artificial Intelligence
Customer Surveys
Drip Campaigns
Dynamic Content
Event Triggered Email
Image Library
Landing Pages/Web Forms
Mailing List Management
Mobile Optimized Emails
Reporting/Analytics
Subscriber Management
Template Management
WYSIWYG Email Editor
Financial CRM
Influence Tracking
Lead Management
Marketing Management
Relationship Tracking
Team Assignments
Territory Management
Insurance CRM
Not specified
Law Practice Management
Billing & Invoicing
CRM
Calendar Management
Client Portal
Conflict Management
Contract Management
Document Management
Email Management
Legal Case Management
Task Management
Time Tracking
Trust Accounting
Lead Management
Activity Tracking
Campaign Management
Lead Capture
Lead Distribution
Lead Nurturing
Lead Scoring
Lead Segmentation
Pipeline Management
Prospecting Tools
Source Tracking
Legal CRM
Not specified
Legal Document Management
Access Controls
Archiving & Retention
Collaboration
Contract Management
Document Assembly
Document Indexing
Document Tagging
Full Text Search
Version Control
Marketing
Not specified
Marketing Automation
A/B Testing
Analytics / ROI Tracking
Artificial Intelligence
Customizable CTAs
Drip Campaigns
Dynamic Content
Landing Pages / Web Forms
Lead Scoring
Sales Intelligence
Segmentation
Social Marketing
Website Visitor Tracking
Marketing Compliance
Not specified
Mortgage and Loans
Amortization Schedule
Client Database
Closing Documents
Commercial Mortgages
Contact Management
Credit Reporting
Customer Statements
Document Management
Electronic Applications
Government Loans
Loan Origination
Loan Servicing
Pipeline Management
Pre-Qualification
Refinance Management
Residential Mortgages
Predictive Dialer
Call Monitoring
Call Recording
Call Results
Call Transfer
Campaign Specific Caller ID
Contact Management
FCC Compliance
Lead Capture
Lead Management
Project Management
Client Portal
Collaboration Tools
Customizable Templates
Milestone Tracking
Portfolio Management
Resource Management
Time & Expense Tracking
Real Estate CRM
Campaign Management
Contact Management
Dashboard
Email Marketing
Interaction Tracking
Lead Management
Referral Tracking
Segmentation
Real Estate Lead Generation
Not specified
Sales
Not specified
Sales Acceleration
Campaign Management
Dialer
Email Sequencing
Email Templates
Email Tracking
List Building
Meeting Scheduler
Predictive Analytics
Reporting
Sales Gamification
Sales Intelligence
Sales Workflow Management
Sales Force Automation
Call Management
Campaign Management
Channel Management
Commission Management
Contact Management
Contract Management
Customer Database
Email Marketing
Field Sales Management
Lead Management
Opportunity Management
Performance Metrics
Proposal Generation
Referral Tracking
Sales Forecasting
Territory Management
Sales Tracking
Activity Dashboard
Alerts / Notifications
Appointment Scheduling
Call Logging
Comments / Notes
Custom Reports
Document Management
Email Templates
Interaction Tracking
Lead Management
Lead Scoring
Pipeline Management
Reporting / Analytics
Task Management