Item: Zendesk Suite
Rating: 9
Author: Verified User

Overall Satisfaction with Zendesk Suite

Use Cases and Deployment Scope

we use Zendesk Suite to help communicate with customer and also internal communication regarding customers sales , the product helps to resolve a communication and also reporting problem as through Zendesk Suite we can measure how many requests we get from customers via email and also how many and how long i takes us to reply to a customers request and a reporting that is detailed to cater for business needs fore a clear view of communication levels

Pros and Cons

Pros

fast and effective communication
detailed and specific reporting
ability to create your own reporting dashboards

Cons

multiple tickets for one seller when seller uses an email address it doesnt link to original ticket
no Automatic refresh on tickets

Return on Investment

improved reporting and view on productivity
reduced repeat contacts
improved customer satisfaction
improved productivity and efficiency

Usability

Zendesk Suite is an amazing tool to communicate with your customers easily. The communication tickets from sellers to us or from us to sellers are stored and there are statuses 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 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. We have macros on Zendesk Suite where you can send an email that is pre-written and you can choose the emails according to your circumstance. all departments are linked and we can assign each other tickets according to the departments it is in.

Customer Experience

Zendesk Suite and knowledge base provides great help as there is a step by step guide with snippets on where to go for that specific task and we also have efficient support for creating or amending of reporting dashboards with amending and creating of new macros where this is done swiftly by the team

Key Insights

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?

I wasn't involved with the selection/purchase process

Did implementation of Zendesk Suite go as expected?

Yes

Would you buy Zendesk Suite again?

Yes

Other Software Used

Slack, Talkdesk, OneLogin by One Identity

Likelihood to Recommend

Zendesk Suite is well when you need to send a well written response to a customer as this way you can type it out with all the details in front of you allowing you to not make any mistakes while doing this. and in cases where attachments need to be sent for proof

Zendesk Suite is less appropriate when you have to just confirm something with a customer

Zendesk Suite Feature Ratings

Comments

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Zendesk Suite master in communication

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