Name: Zendesk Sunshine Conversations
Rating: 7.8 (8 reviews)
Author: Zendesk

Help Desk

Web and Video Conferencing

Customer Support

Batch Management Software

Feature Management

Innovation Management

Product Lifecycle Management (PLM)

Development

Classroom Management

Education

Business Intelligence (BI)

Calendar

Collaboration

Digital Rights Management (DRM)

Enterprise Content Management

Statistical Analysis

Visitor Management

Enterprise

Accounting

Corporate Performance Management (CPM)

Digital Banking

Finance and Accounting

ACA Compliance

Applicant Tracking

Corporate Learning Management

HR Management

Leadership Development

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Access Gateways

Archiving

Cloud Storage

Configuration Management Databases

Disk Cloning

Email Encryption

Fraud Detection

Infrastructure-as-a-Service

Integration Platform as a Service (iPaaS)

Log Management

Network Performance Monitoring

Office Migration and Repair

SIP Trunking

Software Asset Management

Telecom Expense Management (TEM)

Vendor Risk Management

Virtual Data Room

Web Scraping

WiFi Hotspot

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Blogging

Content Management

Ecommerce Personalization

Email Marketing

Enterprise Marketing Management

Market Intelligence

Market Research

Marketing Automation

Social Media Management

Survey & Forms Building

Video Marketing

Web Analytics

Marketing

Job Site Management

Project Management

Waste Management

Writing and Proofreading Tools

Professional Services

Customer Onboarding

Customer Relationship Management (CRM)

Sales Performance Management

Sales

Fleet Management

Membership Management

Municipal

Rental Property Management

Roofing

Warranty Management

Vertical-Specific

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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.

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.

Boomi is a cloud-based, on-premise, or hybrid integration platform. It offers a low-code/no-code
interface with the capacity for API and EDI connections for integrating with external organizations and
systems, as well as compliance with data protection regulations.

SMS.to is a bulk SMS marketing tool, available via an API that enables developers to add bulk SMS features to Viper, or Whatsapp, etc.

Inbound

Outbound SMS

Outbound Viber or WhatsApp

SMS.to

Zendesk Sunshine Conversations

Customer Communications Management Software optimizes inbound and outbound communications to create excellent customer experiences.

Customer Communication Management

Likelihood to Recommend

Zendesk is a cloud-based customer support software built for better customer relationships. Designed to improve your customer satisfaction and to support your customers on any channel: text SMS, web, mobile app, phone, email, social media. More than 200,000 companies such as Uber, Groupon, Box, Airbnb, and Slack are using Zendesk to lower their support costs, raise productivity, and increase customer satisfaction. Zendesk offers a full suite of products to meet your customer needs ranging from help desk software to live chat to knowledge base management. Learn more at zendesk.com.

Zendesk

Salesforce Sales Cloud

Atlassian Jira

Microsoft 365

Salesforce CMS

COO (Chief Operations Officer)

Zendesk Sunshine Conversations (formerly Smooch) 2022-05-05 11:55:29

WebEngage

HubSpot Sales Hub

HubSpot Content Hub

Campaign Specialist

Zendesk Sunshine Conversations (formerly Smooch) 2022-05-12 11:52:10

Atlassian Confluence

Adobe PhotoShop

Apache Solr

Apache Maven

Maven Clinic

Technical Lead

Zendesk Sunshine Conversations (formerly Smooch) 2022-05-06 09:58:36

ActiveCampaign

Bitrix24

Zendesk Sunshine Conversations (formerly Smooch) 2022-05-14 11:05:46

Salesforce Service Cloud

Zendesk Sunshine Conversations (formerly Smooch) 2022-05-09 10:05:24

TrustRadius is a technology and business research firm based in Austin, Texas. The company is known as a review platform for verified B2B technology and software reviews through a proprietary algorithm and human verification.

TrustRadius

Customer support

Support for mobile

Ios devices

No improvement

Better use

Use case

Special characters

Difficult to find

Android app

Customer data

Easy to connect

Easy to use

Support tickets

Use reporting

Live chats

Support ticket

Integration with salesforce

Report generation

Home

Customer Communication Management Software

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.

WhatsApp Integration
Support Tickets via Text
Live chats
Integration with ZenDesk
Integration with SalesForce
Usage Report Generation

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

ZenDesk Integration
Live Messaging
Productivity reports
It will get better with time, the same thing happened with ZenDesk at the beginning

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

Salesforce CMS, Jira Software, Microsoft 365 (formerly Office 365)

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.

Creating support ticket
Distributing tickets among agents
Integration

Pricing
Customer Support
Managing Aadmin center

Interacting dynamically with customers.
Bussiness system intgeration
Social Media Integration

Increased Sales
Reduce operational cost
Improve support

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.

Provide convenient service 24x7
Lower the burden of employees and serve more users at a time

Everything I found good, no improvement as of now

Instant messaging
Answer bot to automatically send email, chat, message on slack

Overall I have great experience with Zendesk Sunshine Conversations

Adobe PhotoShop, Apache Solr, Apache Maven, Maven, Atlassian Confluence, Box

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.

Engage customer experiences
Integrate with your most important systems
Accompany customers across their journey

More integrations
Support time
A few glitches

Compliance
Reduce pain points
Automate our onboarding process
Provide help in multiple channels

Reduced onboarding costs
Reduced operative costs
Replaced other alternatives under one single solution

Intercom, HubSpot CMS Hub, Bitrix24, ActiveCampaign

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.

Connects all customer data
Easy to connect
Easy to use reporting

Could use better use-case icons
Support isn't quick to reply
Difficult to find archived tickets

Zendesk Sunshine Conversations
Formerly Smooch.io

Overview

What is Zendesk Sunshine Conversations?