Zendesk Provides Product Teams With Design Transparency
December 21, 2017
Zendesk Provides Product Teams With Design Transparency
Score 8 out of 10
Vetted Review
Verified User
Software Version
Enterprise
Overall Satisfaction with Zendesk
Zendesk is on the front line for our company. It helps us to manage our customer's tickets and chats with the company. It gives us visibility into the types of issues that our customers are running into and it allows our support team to organize themselves. We use the platform on our support team and across all customer-facing departments including sales and customer success.
- Zendesk allows us to see the life cycle of a specific customer and all of the issues they have run into.
- It enables us to quantify the issues that our customers are running into so that we can create better training materials going forward.
- The live chat option inside of Zendesk makes it easy for us to manage the conversations with our paying customers.
- The customer facing chat application is not very "pretty". I think that it could be improved upon immensely.
- Zendesk's integration with Salesforce is not very straightforward and requires a solid amount of work to set up.
- It would be great to be able to tie inquires into the company that aren't necessarily support related. For example a sales conversation request.
- Zendesk allows our support agents to accurately respond to customers in a very efficient manner.
- It gives us in-app chat capabilities which significantly cut down on ticket quantity.
- The ability to sort out what the most common problems our customers run into gives us a lot of insight into how to design our product.
- Intercom
Zendesk is much more cost-effective and gives us more data then some competitors. Additionally, we needed to be able to customize how some tickets are forwarded and which are prioritized and Zendesk gives us the ability to do that. Other competitors also had additional features we felt like we would be paying for that we did not need.