Use it, customize it, and create the best customer experience for your staff and your customers.
September 22, 2013

Use it, customize it, and create the best customer experience for your staff and your customers.

Benjamin Lee | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Software Version

Enterprise

Overall Satisfaction

Pros

  • Integrates with JIRA (Atlassian); Can have bugs relate back to the customer support tickets.
  • Big community base support as well as professional support.
  • Automatically creates a mobile version of your support site.
  • Can integrate with Google Analytics giving better insight on how to have customers help themselves and user behavior in finding their answers.
  • Creating custom reports and managing users does not require a high level of CRM experience.

Cons

  • N/A
  • Depending on the blends of macros, modules, and flow of support, we were able to reduce our daily tickets of 1000 to 700; a 30% reduction from the help of one our modules that answers customer inquiries right before their ticket submission. This meant that we were still answering customer inquiries (there were no drops in traffic) while directing our agents to focus more on complex tickets.
At the current rate of our customer base and limited customer support resource, Zendesk gave us the most bang for our buck without any heavy training for agent and admins. Zendesk's intelligent support team is also based in San Francisco, making it easier to just to communicate. With the module we implemented, Inbenta (semantic search for the knowledge base), it seriously lightened the load for our agents in terms of work and stress, making the customer experience overall a better experience for both parties.

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