Zendesk: Scalable Forward-Thinking Customer Service Software.
August 10, 2024

Zendesk: Scalable Forward-Thinking Customer Service Software.

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

Enterprise

Overall Satisfaction with Zendesk Suite

As a software consultant, I see Zendesk used daily in various industries. From customer service to ITSM, Zendesk offers a flexible, scalable solution for SMBs through enterprise organizations. My favorite use case is seeing businesses with many FAQs enable self-service through Zendesk's various channels to reduce the mundane questions end-users offer, freeing agents up for higher-value conversations. We often see Zendesk Support (Email/Web), Messaging (Chat), Phone, and Guide installed, with a separate focus on Explore Dashboards. Zendesk invests heavily in AI, helping adapt the product to evolving customer needs.

Pros

  • Self-Service.
  • Organizing Inbound Communication.
  • Tracking & Reporting Of Customer Requests.

Cons

  • Some Products Like Sell Are Under Developed For Enterprise Use Cases.
  • Self-Serve Onboarding Is Improving, But There Are Still Knowledge Gaps.
  • Connecting User & Ticket Data Together In Reporting Can Be A Challenge.
  • Improved CX For Customers.
  • Lower Total Cost Of Ownership.
  • Improved Agent Efficiency.
  • Better Visibility For Volume & Velocity.
Zendesk has made significant progress with updates to the back-end admin center, including new tooltips and help center articles to assist with admin tasks. Agent Copilot is also being rolled out to assist agents in their day-to-day support activities. We are seeing the product continue to evolve every quarter.
There is a ton of great knowledge available via self-service through the support documentation, user community, and training resources. Bot-assisted Advocates are available 24/7 through the platform, with fast response times for urgent issues. One challenge for some is that phone support is gated behind premium support offerings, but there are layers between, such as Customer Success Consultants, who are available to assist at certain levels.
What Zendesk lacks in databasing tools, it more than makes up for in ease of implementation and overall total cost of ownership. Implementation takes weeks, not months, and generally speaking, a non-technical person can manage the tool's day-to-day operations without too much trouble. Customers generally report improved agent satisfaction post-migration.

Do you think Zendesk Suite delivers good value for the price?

Yes

Are you happy with Zendesk Suite's feature set?

Yes

Did Zendesk Suite live up to sales and marketing promises?

Yes

Did implementation of Zendesk Suite go as expected?

Yes

Would you buy Zendesk Suite again?

Yes

Zendesk works best when you have end users reaching out to a dedicated team of support reps. Leveraging AI & Bots to help gain efficiency comes naturally to Zendesk. Teams that rely on dedicated support from an individual tend to struggle more, pushing against the theme of democratized support. Teams that do a lot of outbound communication generally find challenges with things like reporting on SLAs unless they are at the enterprise level. Works great for startups and non-profits alike!

Zendesk Suite Feature Ratings

Incident and problem management
10.0
Organize and prioritize service tickets
10
Expert directory
10
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
8.4
Customer portal
10
IVR
8
Social integration
6
Email support
10
Help Desk CRM integration
8

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