Zendesk for the win!
September 21, 2024

Zendesk for the win!

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Software Version

Enterprise

Overall Satisfaction with Zendesk Suite

Our company uses Zendesk for B2B and B2C support. The primary channel we use Zendesk for is Emails. However, we routed a few B2B calls to Zendesk and used Zendesk Talk to manage those calls and voicemails. Zendesk helps our Support team operate more efficiently. We can automatically route requests from specific customers to their dedicated representatives.

Pros

  • Product documentation and help articles.
  • Support via email.
  • Store canned responses and templates for agents.
  • Extendable through Zapier and other integrations.

Cons

  • Managing Contacts or Companies in bulk is a challenge.
  • Integrations with CRMs are lacking.
  • Limited customizations are available with Zendesk Messenger.
  • This allows us to support more customers with fewer staff.
  • Allows us to identify customers with heavy support burdens.
  • Produced higher CSAT scores.
Zendesk is highly customizable. Extremely. There is plenty of flexibility in adapting Zendesk to fit any company's SOPs or procedures for supporting customers. Zendesk gives companies control over the customer journey regarding support interactions, leading to a higher overall customer satisfaction rating. It's easy to use and easy to train new staff.
The admin and configuration portions of Zendesk take some time to master. Their training and courses are great! With a little time, you can start making Zendesk automate the support coordination and management that you must manually handle with other support and help desk solutions. There is also a large online community where you can seek guidance from other Zendesk users.
Zendesk was the only suitable solution that would allow us to offer B2B and B2C support and enforce different SLAs, rules, etc. The other options we evaluated didn't have good capabilities for differentiating the two audiences. The other tools we evaluated were primarily built for one or the other, not both. As a company that offers both B2B and B2C support, we needed a certain amount of flexibility, and we found that with Zendesk.

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 is suitable for any organization providing B2B or B2C support. It offers multi-brand capabilities, so one team can support multiple products or companies without losing brand identity. Zendesk Guide makes product documentation and instructional content a breeze. Zendesk might be overkill if you have less than 100 customers, but it scales well for thousands of customers.

Zendesk Suite Feature Ratings

Incident and problem management
9.8
Organize and prioritize service tickets
10
Expert directory
Not Rated
Subscription-based notifications
9
ITSM collaboration and documentation
Not Rated
Ticket creation and submission
10
Ticket response
10
Self Help Community
10.0
External knowledge base
10
Internal knowledge base
Not Rated
Multi-Channel Help
10.0
Customer portal
10
IVR
Not Rated
Social integration
10
Email support
10
Help Desk CRM integration
10

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