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Zendesk Sunshine Conversations

Zendesk Sunshine Conversations
Formerly Smooch.io

Overview

What is Zendesk Sunshine Conversations?

Zendesk's Sunshine Conversations (formerly Smooch.io) lets users unify messages from every channel into a single conversation, and build interactive messaging experiences anywhere. Smooch was acquired by Zendesk in May 2019.

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Learn from top reviewers

Zendesk Sunshine- Measures customer experience exceptionally well

Rating: 8 out of 10
May 23, 2022
IncentivizedVetted ReviewVerified User
Zendesk Sunshine allows us to communicate more effectively with our customers. Zendesk Sunshine is an omnichannel chat platform that can be easily integrated with any platform...
Continue reading
Deepa Kumari
Executive - Other
Campaign Specialist
Uplers
Zendesk Sunshine Conversations3 years of experience

A good alternative to improve your customer experience and support

Rating: 6 out of 10
May 16, 2022
IncentivizedVetted ReviewVerified User
We mainly use Zendesk to improve our customer support experience ensuring the right people are involved in the right conversations while keeping everything integrated in our o...
Continue reading
Verified user
C-Level Executive
Zendesk Sunshine Conversations1 year of experience

Zendesk gives you complete Zen!

Rating: 6 out of 10
May 12, 2022
IncentivizedVetted ReviewVerified User
We use Zendesk Sunshine Conversations (formerly Smooch) to communicate with our IT customers and for our Help Desk Team. Being able to have an effective mode of communication ...
Continue reading
Verified user
Manager
Zendesk Sunshine Conversations5 years of experience

Best instant messaging or chatbot for our website

Rating: 9 out of 10
May 9, 2022
IncentivizedVetted ReviewVerified User
We are using Zendesk Sunshine Conversations as a chatbot and integrating it with our portal to make communication easy for our website users. Zendesk implementation helped us ...
Continue reading
Mohammad Rashid Raza
Professional - Information Technology
Technical Lead
GSPANN
Zendesk Sunshine Conversations1 year of experience

The best text messaging solution, if you already use ZenDesk

Rating: 9 out of 10
May 6, 2022
IncentivizedVetted ReviewVerified User
We have been users of Zendesk Sunshine Conversations (formerly Smooch) for tech support for more than 8 years, and when we found out that Zendesk Sunshine Conversations (forme...
Continue reading
Alejandro Huerta
Manager - Customer Service
COO (Chief Operations Officer)
INTERTEL
Zendesk Sunshine Conversations1 year of experience
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Pricing

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Zendesk Sunshine Conversations

Zendesk Sunshine Conversations

N/A
Unavailable

What is Zendesk Sunshine Conversations?

Zendesk's Sunshine Conversations (formerly Smooch.io) lets users unify messages from every channel into a single conversation, and build interactive messaging experiences anywhere. Smooch was acquired by Zendesk in May 2019.

Entry-level set up fee?

  • No setup fee

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

Would you like us to let the vendor know that you want pricing?

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Product Details

What is Zendesk Sunshine Conversations?

Zendesk Sunshine Conversations Integrations

Zendesk Sunshine Conversations Technical Details

Operating SystemsUnspecified
Mobile ApplicationNo
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Comparisons

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Reviews From Top Reviewers

Community Insights

TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!

Easy Ticket Creation and Distribution: Multiple users have emphasized the platform's seamless ticket creation and distribution process among agents, enabling efficient workflow management and quick issue resolution. This feature has significantly improved their team collaboration and response times.

Integration with Important Systems: Numerous reviewers have praised the platform for its ability to seamlessly integrate with various essential systems, such as WhatsApp, ZenDesk, and SalesForce. This integration enhances customer experiences by providing a unified and personalized service approach across different communication channels.

Efficient Report Generation: Users highly value the platform's effectiveness in consolidating all customer data from various sources into one centralized system. The generated reports are detailed yet easy-to-understand, empowering them to analyze insights quickly and make informed business decisions promptly.

Slow Support Response Time: Users have expressed dissatisfaction with the support response time, suggesting that it could be improved. They mentioned delays in receiving assistance for their inquiries, leading to frustration and impacting their workflow efficiency.

Difficulty Finding Archived Tickets: Users highlighted challenges in locating archived tickets within the system, pointing out a lack of intuitive search options or categorization for historical tickets. This issue may result in inefficiencies when trying to retrieve past ticket information promptly.

Lack of Features in Android App: Users pointed out that the Android App lacks essential features present in other versions, such as limited functionality or missing tools impacting their productivity. The absence of key features on this platform restricts users from fully utilizing the app's capabilities compared to other devices.

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(1-5 of 5)

The best text messaging solution, if you already use ZenDesk

Rating: 9 out of 10
Incentivized
May 06, 2022
AH
Alejandro Huerta
COO (Chief Operations Officer)
INTERTEL (Computer & Network Security, 51-200 employees)
Vetted Review
Verified User
Zendesk Sunshine Conversations
1 year of experience
Use Cases and Deployment Scope
We have been users of Zendesk Sunshine Conversations (formerly Smooch) for tech support for more than 8 years, and when we found out that Zendesk Sunshine Conversations (formerly Smooch) was coming out with a formal messaging solution for WhatsApp and similar messaging services, we asked for a test drive. We have been using it for 3 months and it has helped us with our requirements as far as contacting users via text messages.
Pros
  • WhatsApp Integration
  • Support Tickets via Text
  • Live chats
  • Integration with ZenDesk
  • Integration with Salesforce
  • Usage Report Generation
Cons
  • Support for special characters (ñ and accents)
  • Better integration with exsiting tickets in ZenDesk
  • Android App is lacking
  • Support for mobile browsers
  • Support for iOS devices
Likelihood to Recommend
I guess it depends if you are already using ZenDesk for your tech support, then it is a no brainer, easy integration and support, sending text messages from inside tickets, etc., it makes a lot of sense to use Conversations if you already have ZenDesk up and running. If this is your first foray into this type of solutions, you might look elsewhere since it is not cheap and it is still lacking in some areas
Most Important Features
  • ZenDesk Integration
  • Live Messaging
  • Productivity reports
  • It will get better with time, the same thing happened with ZenDesk at the beginning
Return on Investment
  • Add another way of contacting our users
  • Add more detail to our tech support tickets
  • Offload some of the follow up requirements from the engineer to the coordinator
Alternatives Considered
We tried it when it came out but it is not the type of platform that we require. We need integration into our existing tech support solution, and WhatsApp for Business did not have it. When ZenDesk came out with Conversations we tried it out and it did most of what we needed, so we moved to that.
Other Software Used
Salesforce CMS, Jira Software, Microsoft 365 (formerly Office 365)

Zendesk Sunshine- Measures customer experience exceptionally well

Rating: 8 out of 10
Incentivized
May 23, 2022
DK
Deepa Kumari
Campaign Specialist
Uplers (Information Technology & Services, 501-1000 employees)
Vetted Review
Verified User
Zendesk Sunshine Conversations
3 years of experience
View profile
Use Cases and Deployment Scope
Zendesk Sunshine allows us to communicate more effectively with our customers. Zendesk Sunshine is an omnichannel chat platform that can be easily integrated with any platform. This platform allows us to track support messages from clients. From a low 10% user engagement rate, we are now a high 57% engagement rate.
Pros
  • Creating support ticket
  • Distributing tickets among agents
  • Integration
Cons
  • Pricing
  • Customer Support
  • Managing Aadmin center
Likelihood to Recommend
We are using bots in our organization. Automated workflows and triggers in Zendesk Sunshine help us to distribute the right issue to the right agent automatically. Zendesk Sunshine helps us to collect customer information and queries when our agents are not online. By doing this we eliminate the possibility of missing any leads and our customer service team ensures every problem is solved.
Most Important Features
  • Interacting dynamically with customers.
  • Bussiness system intgeration
  • Social Media Integration
Return on Investment
  • Increased Sales
  • Reduce operational cost
  • Improve support
Alternatives Considered
First and foremost, we are able to send responses quicker. In the past, a team member had to go out every morning and share queries. That meant we would take almost 24 hours to respond. Now with Zendesk Sunshine, we had automated the conversations.
Other Software Used

Best instant messaging or chatbot for our website

Rating: 9 out of 10
Incentivized
May 09, 2022
Use Cases and Deployment Scope
We are using Zendesk Sunshine Conversations as a chatbot and integrating it with our portal to make communication easy for our website users. Zendesk implementation helped us easily answer the basic queries of users using chatbot this way we minimize the calls to our customer care representatives and save the effort and cost.
Pros
  • Provide convenient service 24x7
  • Lower the burden of employees and serve more users at a time
Cons
  • Everything I found good, no improvement as of now
Likelihood to Recommend
Make the user interaction more perfect, easy and instant and reply to users via messaging and chatbot for frequently asked questions and some common questions which frequently asked by users.
Most Important Features
  • Instant messaging
  • Answer bot to automatically send email, chat, message on slack
Return on Investment
  • Overall I have great experience with Zendesk Sunshine Conversations
Alternatives Considered
Zendesk Sunshine Conversations is very easy to implement and customize, as a developer I did the things quickly with the help of their official doc. Customer support of Zendesk Sunshine Conversations is also very good and their technical staffs are highly skilled to solve implementation issue instantly.
Other Software Used

A good alternative to improve your customer experience and support

Rating: 6 out of 10
Incentivized
May 16, 2022
Verified User
C-Level Executive in Corporate
Marketing & Advertising Company, 51-200 employees
Vetted Review
Verified User
Zendesk Sunshine Conversations
1 year of experience
Use Cases and Deployment Scope
We mainly use Zendesk to improve our customer support experience ensuring the right people are involved in the right conversations while keeping everything integrated in our own business systems. This help our support team and customers get the right information in the right time. Zendesk has significantly reduced operating costs when onboarding new users and decreased our churn rate because of a better customer experience. It's easy to implement Finally, the support team is always kind and helpful.
Pros
  • Engage customer experiences
  • Integrate with your most important systems
  • Accompany customers across their journey
Cons
  • More integrations
  • Support time
  • A few glitches
Likelihood to Recommend
Is a cost-effective platform that will help you to have a better communication with your customers and users. Easy to integrate with most common platforms with key reporting features if you care for customer experience. In terms of compliance, does a great job on the ability to check customer data and where is stored, for GDPR this was a key feature.
Most Important Features
  • Compliance
  • Reduce pain points
  • Automate our onboarding process
  • Provide help in multiple channels
Return on Investment
  • Reduced onboarding costs
  • Reduced operative costs
  • Replaced other alternatives under one single solution
Alternatives Considered
  • Intercom
We were able to reduce our monthly license cost in nearly 50% which is key on emerging markets and being a startup with a reliable solution that integrates with most of our internal systems. Support and documentation in spanish was also a key factor in our case as we are based in Latam and not all of our developers and team members are fluent in english.
Other Software Used

Zendesk gives you complete Zen!

Rating: 6 out of 10
Incentivized
May 12, 2022
Verified User
Manager in Marketing
Information Technology & Services Company, 201-500 employees
Vetted Review
Verified User
Zendesk Sunshine Conversations
5 years of experience
Use Cases and Deployment Scope
We use Zendesk Sunshine Conversations (formerly Smooch) to communicate with our IT customers and for our Help Desk Team. Being able to have an effective mode of communication is extremely important when you are trying to diagnose an IT issue and its part of our revenue model. This connects every piece for us and our clients and creates a happy environment.
Pros
  • Connects all customer data
  • Easy to connect
  • Easy to use reporting
Cons
  • Could use better use-case icons
  • Support isn't quick to reply
  • Difficult to find archived tickets
Likelihood to Recommend
Zendesk Sunshine Conversations (formerly Smooch) would be well suited for the companies who have mission critical conversations with their customers and need to be able to document and track everything for reporting purposes, such as a Help Desk, like we have in place. It wouldn't be suited for people who have to consistently go back to previously tracked tickets to re-open.
Most Important Features
  • User friendly
  • Easy reporting
  • Customer Morale is Boosted
Return on Investment
  • ROI is positive
  • Employee Morale is high
  • Leadership can effectively monitor numbers for KPIs
Alternatives Considered
Zendesk Sunshine Conversations (formerly Smooch) was much less expensive than Salesforce Service Cloud. Though the integration with our existing Salesforce would have been better and could have provided better analytics, our service hub for IT is not currently connected to our normal applications. In the future, it may be better to upgrade to Salesforce, however, this is a great solution for us as we grow our IT offerings.
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