Zendesk is incredible for small teams managing many customers.
January 11, 2019

Zendesk is incredible for small teams managing many customers.

Andrew Murphy | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

Enterprise

Overall Satisfaction with Zendesk

We use Zendesk as our customer support Hub. It is used by our customer support team and it helps us address customer needs in a timely manner. We can engage with our customer from any point in the buyer journey as well as with post-purchase support needs. We love Zendesk!

Pros

  • Support ticketing
  • Pre-sales communication
  • Post-sales
  • Installation support

Cons

  • Internal UI
  • CRM integrations
  • Pricing structure
  • Positive: Customer satisfaction has never been higher
  • Positive: Our team can exert less effort to solve incoming tickets
  • Positive: Our resources are enabling users to help themselves before escalating to support
Zendesk works really well for eCommerce. When talking with potential customers or actual customers, Zendesk lets us address their needs quickly and effectively. I have also used it for hardware products and it is amazing for creating installation guides and resources for use-case examples etc. for customers.

Zendesk Suite Feature Ratings

Incident and problem management
10.0
Organize and prioritize service tickets
10
Expert directory
Not Rated
Subscription-based notifications
10
ITSM collaboration and documentation
10
Ticket creation and submission
10
Ticket response
10
Self Help Community
10.0
External knowledge base
10
Internal knowledge base
10
Multi-Channel Help
10.0
Customer portal
10
IVR
Not Rated
Social integration
10
Email support
10
Help Desk CRM integration
Not Rated

Comments

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