A quick word from Teavana on Zendesk
Shane Swor | TrustRadius Reviewer
October 10, 2013

A quick word from Teavana on Zendesk

Score 10 out of 10
Vetted Review
Verified User
Review Source

Software Version

Plus

Overall Satisfaction

  • Integration with several platforms, including live chat. We're currently implementing live chat, and are all excited to have that launch next year.
  • Reporting is another strength of this system. With it, you can monitor current activity, as well as annual metrics. This helped me to staff for the holidays, and we're already seeing a huge improvement in decreased backlog compared to last year.
  • The speed at which you can address customer inquiries allows you to increase quantity of customers reached, without sacrificing quality of customer service.
  • Exporting files is limited as to what you want the report to look like. For example, if you want to export an xls that contains customer info, ticket number, and rating... you can. However, you will not be able to see the initial email the customer wrote. There have been several times when we needed this, but the only choice is a HUGE xml file that is so large that excel can't open it.
  • With Zendesk, we've been able to find a way to implement live chat. This alone, with the number of agents we have on the account, is saving us $34,320/yr by dropping another software that was used separately for live chat.
We have a system that works, and works well. Zendesk keeps coming out with new innovative ways to reach out to customers, and to improve the system itself through add ons, apps, etc. Not only is it good for the company, and customer service... it's also fun.

Product Usage

  • To address customer inquiries, problems, and escalations.
  • Observe why customers are contacting us by using tags as a mandatory field to update when addressing a ticket.
  • Agent performance analytics.

Evaluation and Selection

Zendesk was the initial software we used when the call center was opened in Atlanta, GA in 2011. Since then, we've been happy using it.

Implementation

If you're looking for a system that can tie all your channels together, allow you to report on just about any metric in regards to customer service, use chat, and build a knowledge base/FAQ all in one, Zendesk is it.

Training

It was simple to learn. There are many web pages you can visit for tutorials, how to's, walk throughs, etc. if you're a little stumped. But if you can write an email, you can use this system.

Support

The tools at your disposal with this system are limited to how much you set limits yourself. It ties to every social media platform, your website, provides live chat, video capture, knowledge base to allow customers to help themselves before/while contacting you. As far as customer service, it's fast, and allows you to provide quality customer service.