Zendesk top contender for your business!
July 10, 2018
Zendesk top contender for your business!
Score 8 out of 10
Vetted Review
Verified User
Software Version
Enterprise
Overall Satisfaction with Zendesk
[Zendesk is being used] In order to support 3 million active users of a classified system. Originally all support was done through email or phone calls and things would get lost and not followed up on. It was also impossible to have any type of SLA. Using Zendesk gave the group the ability to track all customer inquiries, added accountability and gave our customers a more reliable way to see where their requests were and what was happening. It also gave us the ability to grow our team and meet the of ever-growing demands of our customers.
- Organize help tickets
- Keep customer up-to-date
- Allow experts in different fields to handle certain clients
- Integration into SFDC could be better
- While you could have canned responses the ability to easily share was not clear at the beginning in order to share best practices if they were personal responses vs. public.
- Allowed to create a service group from "scratch" and put more organization around supporting our customers
In my own personal business, I have used Zoho Desk over Zendesk since it is a part of their Zoho One suite of products and it has a tight integration with their CRM. But for larger businesses that can throw some support towards the integrations and want an industry-leading solution Zendesk is definitely something to look at. But Zoho Desk is definitely a contender that small to medium business should consider.