Zendesk review.
September 22, 2024
Zendesk review.
Score 10 out of 10
Vetted Review
Verified User
Software Version
Regular
Overall Satisfaction with Zendesk Suite
Zendesk is a fantastic tool to communicate with your customers easily. The communication tickets from sellers to us or from us to sellers are stored, and statuses are used to make communication easy. In my area of work, an open ticket means we have a notification from a seller(customer), pending tickets mean we are waiting for a response, and everything is on hold. The lead is about to be complete (cars are ready for sale), and everything needed to be done on that lead is done, or the seller no longer wants to proceed. We have macros on ZD where you can send a pre-written email and choose the emails according to your circumstances. All departments are linked, and we can assign tickets to each other according to their departments.
Pros
- Communication between customers and the organizations are effortless.
- If the seller has communicated with us and there has not been any response from us, there is a timer ZD has to notify us within the service level time, and it notifies us if the ticket is breaching. This way, we can respond to customers promptly.
- Macros help us with pre-written emails you can customize to a certain scenario with the customer.
Cons
- Sometimes emails can take time to reflect from the seller to us (emails can delay).
- Manually assigning the tickets can be challenging when they are re-assigned back to their initial status.
- Conversation tickets should be linked into one because sometimes you can have 20 emails from 1 seller, and then you have to manually solve each one and respond to each to avoid a breaching ticket.
- it has improved efficiency as it helps us respond to sellers within SLA requirements'.
- It also has a knowledge base where we can find all the information we need to help sellers provide good customer support.
- All the company tickets are organized according to the department to make it easy to locate assigned tickets.
- We have internal communication in between departments.
- We can raise side tickets if we need help from another department.
Using Zendesk has helped the business with efficient response time to the sellers, giving quality customer support. Zendesk has five types of tickets: open, pending, and on hold; these statuses allow us to see if we are awaiting customer response or vice versa, and the last status is solved, confirming the lead is fully worked and closed, this makes the experience less painful for the customer as we respond in time. The app is amazing.
Zendesk has a knowledge base, and macros and customer details are stored. The communication tickets from sellers to us or from us to sellers are stored, and statuses are used to make communication easy. In my area of work, an open ticket means we have a notification from a seller(customer), pending tickets mean we are waiting for a response, and on hold everything is complete, and the lead is about to be complete (cars are ready for sale) and solved everything needed to be done on that lead is done or the seller no longer wants to proceed.
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 Suite Feature Ratings
Using Zendesk Suite
Emailing with our sellers is made much easier and effortless. We call the communication from sellers as tickets, and we have breached tickets (which are high priority, meaning we have not responded to sellers within SLA), open tickets pending and on hold, meaning the seller profile is still in the works and solving means completed this applies to all departments we have documents department, sales support, closing team, and many more departments. We also use Zendesk for internal side conversations with the team, and our dealers cancel the sale and send reports through Zendesk.
In my organization, Zendesk is used by agents, managers (administrators), and customers are also part of the app; agents usually communicate with sellers through Zendesk, which is also integrated with our campaign's website, where we can easily send sellers the links they need to follow to complete their profiles. The seller receives the communication through Zendesk, which makes them the end users. The managers monitor ZD, ensuring all tickets are responded to within SLA, and they take over the breached tickets.
- Converting more customers.
- It ensure the customer support is excellent so the customers are happy.
- Some seller finish their profiles through zendesk without having to call in.
- We integrated zingtree.
- We integrated Talkdesk.
- We integrated the campaign's website.
- As a chat system to generate leads.
- Use it as a knowledge base.
- Incident report system.
Evaluating Zendesk Suite and Competitors
- Integration with Other Systems
- Ease of Use
Zendesk is fantastic software, and it was chosen based on its ease of use and access. We wanted an all-in-one software that could integrate with other systems. My organization has integrated Zendesk with Talkdesk and the campaign's website when customers call through Talkdesk. Zendesk can pop up with the specific seller's profile, so I don't have to search for it.
Organizations change over time, and this calls for a change in the selection and evaluation process based on the new stats. We can look into how we can minimize call costs and maximize profit by making Zendesk the main software to help sellers complete their selling journey without calling in and only doing everything through chat.
Zendesk Suite Support
| Pros | Cons |
|---|---|
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Immediate help available Support understands my problem Support cares about my success Quick Initial Response | None |
Premium support is suitable for a business of this scale as we deal with thousands of communications from sellers. We need all the premium features to help support the sellers effortlessly and effectively; the premium contains good AI features (macros for support), accountability of allowing us to Custom roles and audit logs will enable you to keep team members accountable by giving specific permissions to agents.
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