Zendesk Suite

Score8.6 out of 10

1,078 Reviews and Ratings

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Zendesk Suite

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What is Zendesk Suite?

Zendesk is a customer support solution with built-in ticketing, conversational messaging, and live chat, designed to help businesses of all sizes and industries deliver personalized service at scale. Zendesk's AI agents are trained in CX to help Service teams resolve customer issues faster and more accurately while still providing a human-centered experience.

Zendesk ultimately aims to help businesses improve time to value, reduce effort per ticket, and keep costs low.

Categories & Use Cases

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Ticket creation and submission
Users and agents can easily enter new support requests.
Category average: 9
Organize and prioritize service tickets
Prioritize tickets to ensure most urgent are tackled first
Category average: 8.7
Email support
Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.
Category average: 8.8

Social integration
Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.
Category average: 8.2
ITSM collaboration and documentation
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
Category average: 7.8
Expert directory
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
Category average: 7.6

Adam Vorisek View profile

Technical Support Manager in Customer Service at MacroAir Technologies (51-200 employees employees)

Use Cases and Deployment Scope

We use Zendesk Suite for the majority of our customer service interactions and 100% of our technical support interactions. Zendesk Suite helped us consolidate multiple channels (email, messaging, WhatsApp, phone) into a single queue for my agents to easily prioritize their work and stay on top of everything. It also helped us easily get started in the AI side of support features.

Pros

Channel Consolidation
Triggers/Automations take busywork off of the agents' plates
One stop shop for everything (support side, Help Center, etc.) makes it easy for agents and end users to find anything they need in one spot

Cons

Sometimes new features are forced on us that we do not want and are detrimental
Sometimes old functionality is deprecated and can break things, particularly 3rd party integrations which were very expensive to put in place
Documentation on advanced features is very lacking and it is hard to find a product expert, particularly for new features

Return on Investment

Higher CSAT
Improved Agent Experience
Decreased Time To Resolution

Usability

Customer Experience

Most features are intuitive, but advanced features such as webhooks etc. can be complicated. I find Zendesk Suite's documentation lacking on these features and it can be quite difficult to get a hold of someone at Zendesk Suite who is familiar with them.

Alternatives Considered

Salesforce Lightning Components & Developer Experience

Other Software Used

Google Drive, Acumatica, HubSpot CRM

Steve Strohl View profile

Advisor Relations in Customer Service at G.A. Repple & Company (11-50 employees employees)

Use Cases and Deployment Scope

When first setting up this platform it was difficult to follow. There were only "bots" to chat with for Customer Service.

Zendesk has evolved into an important tool for our clients and Financial Advisors.

Pros

I'm able to route tickets to all departments as needed
We are able to sort and store archived tickets as records of conversation.
Our Zendesk keeps a time stamp as well as accountability for all employees
The platforms monthly subscription rate is reasonable

Cons

I would like to implement Zendesk talk.
We would like to replace our receptionist with Zendesk 100%

Return on Investment

Zendesk is relatively new to our firm and our outside Independent Advisors.
Zendesk has had a positive effect on our Customer Service experience.
Our ROI has been 100% positive.

Usability

Customer Experience

Through Zendesk we have been able to assist our Clients Clients with getting them their 1099 tax documentation since the platform is encrypted end to end.

Other Software Used

eMoney Advisor, DocuSign, Redtail CRM

Dimitri Cooper

Project Manager III in Legal at Peach New Media & City of Atlanta (51-200 employees employees)

Use Cases and Deployment Scope

Zendesk Suite is used as our ticket intake system. It is the primary platform for internal and external product and consumer-based resolution experience. The use of Zendesk Suite allows us as a team to ensure we are on top of all tickets and have the ability to prioritize urgent tickets and place them into their own queue.

From a managerial standpoint, Zendesk Suite has one of the most robust reporting outputs I have used to date. Along with the standard productivity report, Zendesk Suite offers so many customization options that allow me to build the reports I need for capturing the specific data I need to report out on, as well as provide to the team to allow them to know their monthly statistics.

Zendesk Suite has become the heartbeat of our company as the features offered are above standard and the ongoing enhancements that are always being rolled out continue to make the customization, and productivity insight even better.

Pros

Reporting
Customer Information Capture
Ticket Flow Administration

Cons

More end-user roundtables
An enhanced predictive flow that is industry specific

Return on Investment

Higher First Call Resolution Achieved year over year
Internal Savings on repeat trainings for employees
Improved Quality Scores from customers based on support engagement

Usability

Customer Experience

Zendesk Suite has an amazing support team. The representatives are knowledgeable and don't just throw out answers. They ensure to understand the need and respond accordingly. Also, the follow-up provided to ensure a matter is resolved is amazing. You never feel alone when in need or as if you are forgotten about.

Alternatives Considered

Talkdesk

Other Software Used

Cloud Softphone, Clio

Anna Cook

Business Optimization Coordinator at Blueprint Title (11-50 employees employees)

Use Cases and Deployment Scope

We use Zendesk Suite as a talk and email platform. In our instance we use Zendesk Suite for external communication, we don't really talk to each other.

Pros

Ticket Triaging
Automations
Reporting

Cons

Talk Features
User Interface
Connectivity Issues

Return on Investment

Email transparency
Call Recording

Usability

Customer Experience

We use macros, triggers and automations. We are recently learning a lot about Zendesk Suite reporting but we haven't dug too deep into that.

Other Software Used

Asana, Slack

Brent Burrows II View profile

VP Retail & Sales in Sales at CBS Bahamas (51-200 employees employees)

Use Cases and Deployment Scope

We use Zendesk Suite for all customer facing communications - from sales to AR to customer support & ecommerce. Any email that goes to a customer (non-internal, non-vendor) gets sent and managed via Zendesk Suite. The issue we had was being able to collaborate on email, while ensuring our teams could access cross-department information in order to gain a better understanding of the customer's current situation & history with the company.

Pros

Email Collaboration
Triggers & Automations
Macros & Saved Responses
Organization

Cons

Spam filtering.
Predictive text or responses.
Ability for users to assign tickets to departments they don't have read access to.

Return on Investment

Better response times for customers.
Less internal confusion as staff members from various departments (i.e. sales and accounts) are on the same page)
Better customer service as we can view past conversation history and respond appropriately.

Usability

Customer Experience

I don't find the support team to be particularly useful or responsive, but the help articles are beneficial. Lots of what we learned was through simple trial & error - self testing and improving the way we had our environment configured. For my users (sales people, etc) Zendesk Suite itself is rather intuitive which is great for onboarding new employees.