Check out Zendesk Suite Today!
September 26, 2024

Check out Zendesk Suite Today!

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

Software Version

Regular

Overall Satisfaction with Zendesk Suite

We use Zendesk Suite to manage all customer inquiries (phone, email, and messaging), covering requests for all our brands. This allows us to route each request to the appropriate team for resolution. The messaging feature helps customers self-serve while offering the option for agent follow-up when necessary. Additionally, the Zendesk Suite knowledge base enables us to store all our documents in one central location.

Pros

  • Real time messaging: This allows us to keep up with customers request in real time, allowing us to see their conversation history.
  • SLA Management: This helps set KPI's to ensure timely responses for irate customers .
  • Third Party Integrations: Allowed us to plug in our own CRM system allowing agents to work off one screen.

Cons

  • Creating Triggers and Automations: Zendesk Suite should have an AI assist, where it can help you determine if you should create an automation or trigger
  • Reporting should also have AI assist, where you request a report using a few words and it provides it to you
  • Pricing can for sure be more competitive
  • Macros help agents quickly resolve common inquires
  • Our CSAT needs to improve as customers will leave a bad rating and state their issue is not resolved. We have created work arounds to ensure customers do not get a review until their issue is resolved.
  • Zendesk Suite is always coming out with updates and stays up to industry standards. We love Zendesk Suite!
Zendesk Suite offers many seminars both online and in-person to learn about new features. There is also many Zendesk Suite Enthusiast that will share how they optimize Zendesk Suite with the community (LinkedIn + Luminaries)
Zendesk Suite support is GREAT! You will always get an expert to help, or they will triage the correct person to assist. No questions have gone unanswered with the Zendesk Suite Team.

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 has a lot of articles you can reference to help execute many task so that is a plus!

Zendesk Suite also has a great support team, which you can chat with and they will follow up with a resolution or links to articles you can look into.

A down side is not being notified when emails are not being forwarded t our help desk. The only way to find out is if a customer complains. It would be best if these errors can be cough before a customer runs into the issue.

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
10.0
Customer portal
10
IVR
10
Social integration
10
Email support
10
Help Desk CRM integration
10

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