Versatile Customer Support Solution
January 30, 2018
Versatile Customer Support Solution
Score 9 out of 10
Vetted Review
Verified User
Software Version
Enterprise
Overall Satisfaction with Zendesk
At Lingotek, we use Zendesk to handle all of our customer support tickets across the company. Our customer support department is the main department that uses it, but we have some of our product team and sales support team using it as well. The biggest problems that Zendesk is solving compared to our previous provider is to be able to have all of our ticket information stored within Salesforce so that the sales side of our company can see what is going on with their accounts.
- Ease of use for end users
- Help/Self-Service support page is a lifesaver for our support team and clients
- Integrations into Salesforce, JIRA, and other software is a breeze
- The integration with the Knowledge Base and Confluence was a little tricky
- More customer support through the onboarding process
- Positive Impact: We have more visibility into our customer support process than ever before
- Positive Impact: Our sales reps are getting more involved in customer success and caring more about their clients post sale
- Positive Impact: We have been able to integrate internal systems to get rid of data and knowledge silos
Zendesk was a lot more user-friendly than Service Cloud or Desk.com. We ultimately chose Zendesk for that reason. We felt like all of the platforms we were considering were going to be able to help us accomplish our main goal of handling inbound support tickets, but we felt that Zendesk could do more for us in the long run.