Zendesk Review
September 22, 2013
Zendesk Review
Score 9 out of 10
Vetted Review
Verified User
Software Version
Plus
Overall Satisfaction
Pros
- Zendesk gives it's users the ability to communicate easily through numerous support channels (Facebook, Email, Twitter, etc) all in one central place.
- Zendesk reporting makes it easy to track analytics data with their Good Data integration.
- The Zendesk iPad app makes it easy for me to provide support to our users from almost anywhere
Cons
- New features that are released seem to be buggy or just incomplete, with no way to tell when they will be finished.
- Faster response times lead to happier customers.
- The new Help Center gives end-users an easy way to find answers without contacting a support person, giving me more time to focus on those who do write in.
Product Usage
1 - I am currently the only person in the company with a Zendesk account, I use it for Customer Support.
I am the only person who uses Zendesk at mywedding.com.
- With the combination of easy communication from end-users and self-service (help center) I have cut our response time to <24hrs, and first reply time to <5hrs.
Implementation
Training
- Self-taught
Yes, it's very easy to learn. If you need help, there is GREAT documentation for just about anything through their support forums, or you can simply send an email asking for help.
Configuration
We wanted the Zendesk to match our brand, luckily their new Help Center makes this WAY EASY to do.
Comments
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