User friendly and reliable
September 23, 2024

User friendly and reliable

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

Software Version

Regular

Overall Satisfaction with Zendesk Suite

We use Zendesk to reply to customers' queries, we create tickets with specific conversations for all our clients and we raise them with particular departments, depending on the customer's query so we would allocate a ticket on Zendesk to a certain department to deal with the query, once the query has been resolved we would close the ticked and solve it, we are a sales company Zendesk help us minimize incoming calls as sellers can email us through Zendesk and resolve any issues pertaining their journey

Pros

  • creating tickets
  • raise side conversation
  • track and improve the customer journey
  • live chat
  • email marketing

Cons

  • Create Macros to Save Agents' Time
  • Use Shortcuts for Zendesk
  • Use automated reminders to remember each customer issue
  • delivers emails very fast
  • provides a complete customer service solution
  • performance issues during peak usage
  • customer support requests in one place and manage them from one central app
Zendesk is very easy to use, very fast, and efficient, making the customer's journey easy . Zendesk's ticketing system allows you to collect all customer support requests in one place and manage them from one central app. allows for customization, so an agent can pick their username and even upload a picture for more personable customer interaction
Zendesk makes things easier for those customers who can not upload some documents on their profile so they will send all their documents, photos, and all other relevant information via email and we receive all that information immediately and upload it into the customer profile quickly and proceed with helping our customers, the Zendesk is very efficient to use wehave helped many customers using Zendesk
we have chosen to use Zendesk because we have read reviews from other companies, we have researched so we would exactly how it works and what benefits it would bring to our business to better our customer's experience without any hassles or difficulties and without delaying the journey of our customers Zendesk has been a perfect service for our business

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

the customer had a disability, he could not speak to anyone as he is deaf, he created his profile so he could use our services because he could not speak we still had to confirm his details and ensure everything was correct, Zendesk came in handy as the customer sent us an email explaining his issue we assisted him via Zendesk it was very quick and efficient our customer was happy and please with the service and the we could help without him calling in and having to speak to someone through phone call .

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
9.5
External knowledge base
9
Internal knowledge base
10
Multi-Channel Help
10.0
Customer portal
10
IVR
10
Social integration
10
Email support
10
Help Desk CRM integration
10

Comments

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