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The Zen of Zendesk
September 24, 2013

The Zen of Zendesk

Beverly Peplinski | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

Plus

Overall Satisfaction

  • Streamlines the customer contact process and stores information in a centralized database.
  • Identifies metrics and trends, and gives visibility to department and employee performance.
  • We are not able to disposition a ticket after it is closed, which affects our metrics.
  • Quicker resolution times, handling more non-call contacts through more channels, identifying common customer trends and satisfaction ratings.
Zendesk has been an amazing tool for our company. I built our Zendesk from the ground up, and not only is it intuitive to build and implement, but it offers ways to automate customer communications, identify targets, trends, and SLA's, and give us complete visibility to our customer's needs and our own performance (where previously we had zero visibility). Working with the Zendesk team has been a great experience as well; anytime I have a question they are quick to respond and knowledgeable about the product. We implemented phase 1 of our Zendesk by moving from email-to-ticketing, and we just released live chat, the knowledge base, and the customer-facing web ticketing (feedback) options. I am a huge fan of Zendesk and encourage any companies looking for a ticketing or CRM system to give Zendesk a thorough look!