Zendesk CRM - How Great is it?
December 12, 2017
Zendesk CRM - How Great is it?
Score 6 out of 10
Vetted Review
Verified User
Software Version
Enterprise
Overall Satisfaction with Zendesk
We use Zendesk in multiple departments at this company. We use it as a customer relationship management tool mainly for its chat and email to ticket capabilities to enhance our customer support processes. We also utilize its Communities and Help Center.
- Ease of system administration and set up. It's easy for administrators to set up and support Zendesk to meet the majority of business needs.
- Customer support. Zendesk provides easy accessibility and quick support when we need them the most.
- Enhancements - Zendesk is continually improving their system which gives you hope for new functionality to help and enhance your current support processes.
- Limited functionality - Compared to some of the competitors out there, Zendesk has a long way to go, offering limited functionality such as advanced trigger logic, the limited use of the CC field, and the lack of integration between their chat and ticket reporting.
- Analytics - Reporting is only based off of ticket fields and hardly anything else. This makes it hard to really track agent productivity and more importantly, it is hard to integrate into your business intelligent systems.
- Roles and Permissions - Creating roles and permissions is very limited. I would like to have more control over what users can and cannot see within the user interface as well as access to functionality.
- Positive - We can track emails and similar threads all on 1 ticket, which is increased our productivity and efficiency.
- Negative - Due to limitations of the CC field, it has become a huge learning curve to use this new system in replacement of email support, costing us additional training resources.
- Negative - Because analytics makes it hard for our Business Intelligent unit to integrate into their system, it has become a lot of manual work, and this costs us more resources to support his manual process.
- Positive - Chat support efficiency and SLAs have improved due to the ease of chat transcripts, client history access, and transferring capabilities, saving us money on client support.
- SugarCRM and ServiceNow
- SugarCRM - limited functionality compared to Zendesk.
- Salesforce - We also use this. Zendesk has less functionality and is not as easily customizable or flexible, but it is still a good value.
- ServiceNow - Great for incident management, but just broke out into the CRM realm and seemed to risky to put our entire support process into a brand new system.