Item: Zendesk Suite
Rating: 10
Author: Jonathan Hatch

Overall Satisfaction with Zendesk

Pros and Cons

Pros

Zendesk cuts down on time spent responding to customers through the use of automatic replies and macros.
Zendesk removes the clutter of having all inquiries in your inbox by having them routed to the Zendesk inbox instead.
Allows for creation of a customer service portal that is customizable.
Ticket creation gives customers peace of mind that their request is being addressed.
Metrics allow management to identify areas where customer service efforts can be improved.

Cons

I honestly have no complaints about Zendesk.

Return on Investment

We are increasing customer satisfaction and retaining more customers. Prior to using Zendesk, we had no way to measure customer satisfaction but we knew that our customers were extremely unhappy.
We have increased our response times, which makes the customer happy.
We have satisfaction surveys with true measurable metrics.

Alternatives Considered

UserVoice. We chose Zendesk over Uservoice because we just thought that Zendesk fit in better with our company. It was possibly a little simpler as well.

Likelihood to Recommend

Using Zendesk

Users and Roles

90 - Senior Management - Benchmarking, reporting, etc
Area Managers - Responding to customers, addressing issues.

Business Processes Supported

We use Zendesk to manage our inbound customer service inquiries. We have 80 markets and a national market. Often times, due to user error, tickets are sent to the wrong market. With Zendesk, we can quickly assign the ticket to the right market or simply handle it with a Macro.

Likelihood to Renew

I am extremely satisfied with this product. I am working on getting it for my newest company. It can help with many issues that they face, especially workflow.