SAP Service Cloud vs. Zendesk Suite

Previously, our customers were largely dissatisfied because we lacked a specialized tool to address their questions, so I am giving it a 9 out of 10 because it has helped us keep them satisfied. However, SAP Service Cloud is now available to assist us with our clients' issues, allowing us to keep them informed about issues and their resolutions.

Incentivized

One specific thing I love about Zendesk Suite lately is the ability to use AI "Enhance writing" it allows me to freehand a response and then have it help me sound more formal or friendly, this is very useful, not only for those free handed ones, but also when you need to repeat the same information to a customer, it can help you make it sound slightly different. I don't like that when a ticket comes, even if you have the shortcut to toggle between chat and email, it doesn't actually toggle.

Incentivized

• First is It is highly effective when we consider Customer Relation Engagement.
• Good User Interface by which anyone can get used to it quickly.
• It is providing infinite opportunity of integration with other SAP solutions.
• Affordable Solutions with effective features.
• It has prebuilt charts which helps us to define customer journey with ease of efforts.

Incentivized

• UI/UX; mature macros and automations, slick and well thought out UI.
• Reporting, reporting, reporting. With user, org, and ticket level tags, we can track every aspect of our ticket flow.
• Extensibility; the app marketplace is a great resource for expanding functionality from the baseline offering.

Incentivized

• While SAP Service Cloud offers a wealth of features, its interface can sometimes feel overwhelming. For newcomers, especially those not tech-savvy, a more intuitive or simplified layout would be beneficial.
• While it allows for some level of personalization, making deep customizations can be challenging. Given the unique requirements of our client's customer service, having more flexibility in tailoring the tool to our exact needs would be nice.
• While SAP Service Cloud integrates well within the SAP ecosystem, it can sometimes be less smooth when linking up with non-SAP third-party tools. Enhancing these integrations would streamline our operations, especially when using other software tools alongside it.

Incentivized

• The development of messaging out of the earlier Chat module is clunky and still has limitations for multi language flows.
• When creating queries in Explore, you can't search for 'or' conditions, only 'And', meaning you have to build multiple queries and manually add them.
• You can't download the charts in the reports, they come down as tables and then you have to make your own charts.

Incentivized

Now all our critical processes are streamlined & would like to explore the new feature to have user friendly experiences

Incentivized

Zendesk is an amazing tool for communicating with your customers easily. The communication tickets from sellers to us or from us to sellers are stored, and there are statuses used to make communication easy. We have internal conversations between departments, linked with useful software such as Zingtree, Talkdesk, and Webs.

Incentivized

Zendesk Suite is a straightforward solution that provides agents with everything they need on the same screen. Allowing an agent to navigate one tab, one screen and switch between features, pin favorite features while viewing the customer profile and details in 360degrees. A view like this empowers agents to support customers better and in a more composed state.

Incentivized

In the past year, I'd say I have only noticed maybe two hours total of downtime in my own usage. Very minimal.

There has been minor performance degradation on a very few days out of the two years I have been using the product.

I have found that sometimes issues reported to the SAP takes more time also they lack system support with respect to the priority . Also we don't see RCA for the issues raised. Also turn around time for the issues is not fixed as the support is global sometimes the issues float here and there.

Incentivized

We rarely need to contact their support team, but when we do they are responsive. However there have been notable times when communication between myself and the support rep was challenging despite me providing clear explanation of the issue, screenshots, and a thorough explanation of the goal we hope to achieve. It took several back and forth attempt, on a few occasions, to get resolution on an otherwise simple request

Zendesk has tons of available material for training - videos, webinars, articles, etc. The only reason this is not a 10 is because it can be hard to figure out how to navigate to these things and find what you are looking for.

I was very satisfied. They have a free trial for 30 days and I recommend you do that and use it. It is very easy to get started with the basics and the build on over time.

The only thing technically complex was single sign-on and integration to Salesforce.com required some tweaks – otherwise setting up system was very easy

Freshdesk is a lightweight service system that allows a small team to start handling service interactions quickly, in a professional manner. However, our observation was that it does not scale to Enterprise-level and does not have the same level of integration, customisability, or controls as SAP Service Cloud. SAP Service Cloud offers a more comprehensive administration experience, with the possibility of preparing screen content specific to roles/personas which can greatly assist in both roll-out and general usability.

Incentivized

Zendesk Suite is exceptionally user friendly and highly customisable. Free training for all levels and roles of users which is easy to follow and engaging for users is particularly helpful along with the added support behind the scenes from Zendesk support and the Zendesk community is second to none.

Incentivized

WHY we will use Zendesk in HR and PD internally

Incentivized

• can help speed up issue resolution, reducing the time customers spend waiting for solutions
• AI insights help predict the customer profile, satisfaction, and possible options for service resolutions
• One stop for all historical customer service requests and data and useful to calculate who are high CLTV customers

Incentivized

• We have been able to deliver IT accurately and onetime
• Our customers have been able to provide feedback on a given ticket and helped us build a better support structure
• Zendesk Suite has allowed us to be more efficient in our every day operations

Incentivized