Zendesk provides a great experience to both customers and agents
November 10, 2021

Zendesk provides a great experience to both customers and agents

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

Other

Overall Satisfaction with Zendesk Support Suite

Zendesk Support Suite is the organization's main platform for customer support. It's covers everything from replying to customers to routing issues internally with the different teams. With the different channels we support—be it email, Facebook, Messengere, etc—we can all provide outstanding support to our customers using Zendesk Support Suite.
  • Ease of setting up
  • The best agent workspace available for agents
  • Great uptime
  • Best of class support
  • Flexibility in pricing
  • A la carte options
  • Intuitive interface
  • Ease of setting up
  • Availability of triggers and automations
  • Correct/actual CSAT from customers
  • Availability of reports (automated)
  • Short learning curve for agents
Zendesk Support Suite might be pricey but the cost definitely outweighs numerous benefits. Other platforms focus solely on the customer but what our organization likes about Zendesk is that it not only aims to provide a great experience for the customer, it also keeps in view the actual agents working on the tickets. The design of the agent workspace is well thought out that agents spend less time looking for tickets to work on and instead can focus on resolving issues of the customers.

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

Zendesk Support Suite would be perfect for small- to mid-sized businesses. The ease of setting everything up, the great uptime, and the intuitiveness of the platform makes it very easy to scale whether you need 10 or 50 agents. I'd highly recommend it especially if you're present in mutliple channels which is the standard these days. For startups, I recommend going the a la carte route. Perhaps Zendesk Support Pro would be enough.

Zendesk Suite Feature Ratings

Organize and prioritize service tickets
9
Expert directory
7
Ticket creation and submission
10
Ticket response
10
External knowledge base
9
Internal knowledge base
9
Customer portal
Not Rated
IVR
Not Rated
Social integration
8
Email support
10
Help Desk CRM integration
Not Rated