Highly Recommend ZenDesk
April 23, 2024
Highly Recommend ZenDesk
Score 10 out of 10
Vetted Review
Verified User
Software Version
Regular
Overall Satisfaction with Zendesk Suite
I've been using ZenDesk Suite for over 7 years now. It makes my communication with my customers and potential customers very simple and scaleable.
We primarily use inbound text and email. Customers really like being able to simply text in and get a response within minutes. My team loves the mobile app and being able to reply to messages quickly anywhere they are using th iOS App. I can easily monitor communications between our support reps and customers to ensure the best experience for everyone.
We have probably 10 different email addresses mostly for our backend support that ZenDesk Suite easily distributes into different "views" or I would call folders. This allows our processors to very easily track inbound messages and follow up accordingly.
ZenDesk Suites makes it simple to make outbound calls using our primary text number when customers request to speak to someone. One thing we can't do which I hope changes is being able to initiate these calls from the iOS App.
One other thing that after a long time asking is apparently coming later this year (Q3 2024) is being able to initiate a text conversation using our primary number. Right now we are only able to reply to inbound messages and when they close out we can no longer text the customer until they text back in and start a new conversation.
All in all it is a great product, I would recommend to anyone who wants to make their communication with clients/customers simple and scalable. I couldn't imagine my business without ZenDesk Suite.
We primarily use inbound text and email. Customers really like being able to simply text in and get a response within minutes. My team loves the mobile app and being able to reply to messages quickly anywhere they are using th iOS App. I can easily monitor communications between our support reps and customers to ensure the best experience for everyone.
We have probably 10 different email addresses mostly for our backend support that ZenDesk Suite easily distributes into different "views" or I would call folders. This allows our processors to very easily track inbound messages and follow up accordingly.
ZenDesk Suites makes it simple to make outbound calls using our primary text number when customers request to speak to someone. One thing we can't do which I hope changes is being able to initiate these calls from the iOS App.
One other thing that after a long time asking is apparently coming later this year (Q3 2024) is being able to initiate a text conversation using our primary number. Right now we are only able to reply to inbound messages and when they close out we can no longer text the customer until they text back in and start a new conversation.
All in all it is a great product, I would recommend to anyone who wants to make their communication with clients/customers simple and scalable. I couldn't imagine my business without ZenDesk Suite.
- Inbound Text
- Inbound Email
- Outbound Phone Calls
- Being able to place a call from iOS App
- Initiating a text conversation with a customer
- Outbound Caller ID Name is limited
- We are able to reply to inbound tickets on average less than 3 minutes.
- Being able to text with our customers has helped us get 4.9 Stars on Google Reviews. Customer's LOVE being able to text in with anything they need.
- My reps can't say enough good things about the iOS App, allows them to work from anywhere at anytime.
The help documentation is great, I generally hate using help documents to get answers to problems and questions I have, but ZenDesk makes it very easy. A simple Google search will pull up their documents and screen shots and clear instructions are almost always found for the questions and problems I may be having.
When I can't find the answer or have issues interpreting the documents, their chat with support is excellent and very helpful.
When I can't find the answer or have issues interpreting the documents, their chat with support is excellent and very helpful.
Do you think Zendesk Suite delivers good value for the price?
Yes
Are you happy with Zendesk Suite's feature set?
Yes
Did Zendesk Suite live up to sales and marketing promises?
Yes
Did implementation of Zendesk Suite go as expected?
Yes
Would you buy Zendesk Suite again?
Yes