Zendesk -Good CRM Starting Point
Updated May 13, 2021
Zendesk -Good CRM Starting Point
Score 7 out of 10
Vetted Review
Verified User
Software Version
Enterprise
Overall Satisfaction with Zendesk
Zendesk is used by several departments at my company: customer service, IT improvements and international inquiries. It helps us manage globally and stay on top of different projects and improvements. It also helped us set up a good workflow on processing warranty claims for our company globally. In general, we wanted to manage our customer issues in a better fashion and also stay on track with needed website improvements
- It helps several users go in and see progress on different customer issues.
- It helps us tag and track issues to report back on different problems.
- It integrates well with our Google form warranty claim and allows us to process and solve our cases in an efficient manner.
- There isn't a good way to pass long Zendesk emails outside to non-Zendesk users.
- The tagging and sorting isn't the best - we need to do it by country and there's not a super easy way to do this.
- When we integrated Facebook chat, every time we would respond in Zendesk, Facebook wouldn't acknowledge it, making our response times suffer. We ended up disconnecting and continuing to respond directly.
- Since we are a global company, it has helped secure sales when we are not available, as we get people answers to purchase in an organized fashion.
- It helps one person deal with CX and warranty issues globally and remotely in our company.
- It has helped us better fix site issues to increase sales.
- It was a low-cost CRM solution for us.
We were directed right to Zendesk for our size and price point. We chose it for its integrations and lower cost introduction. We didn't test other platforms as we knew we wanted this low-cost option.