Best platform for supporting clients
September 26, 2024

Best platform for supporting clients

Harshani Arora | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

Regular

Overall Satisfaction with Zendesk Suite

I have been using Zendesk Suite to provide a better customer service to our clients through different modes, like phone, email and chat. It’s been 3 years since I have been using this platform and I believe this is the best user-friendly platform anyone can use. Further, I have also used this platform to access teammate’s chats, emails and phones conversation to grade their quality.

Pros

  • The notification sound that alerts us that a chat has come on our channel.
  • The agent assist tool that improvises the language of the content.
  • The user-friendly interface which is extremely simple to use.

Cons

  • The agent assist tool that works great, however sometimes it completely changes the meaning of the sentence.
  • There’s no volume down button for notification sound.
  • We have been able to achieve high CSAT scores because of Agent Assist tool.
  • The teammates have been able to easily respond to members via integrating different tools on Zendesk Suite.
Zendesk Suite has provided many features one can use to provide the better customer service to their clients.
Although Zendesk Suite is very simple to use platform, however their customer support is extremely helpful in resolving customer’s queries.

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

I’ve been using Zendesk Suite for the past 3 years, and days by days, I have been able to work on Zendesk Suite very efficiently. I can now easily manage 3-4 chats at a time, and this has been able to achieve because of it’s user-friendly nature.

Zendesk Suite Feature Ratings

Incident and problem management
9.5
Organize and prioritize service tickets
10
Expert directory
10
Subscription-based notifications
10
ITSM collaboration and documentation
7
Ticket creation and submission
10
Ticket response
10
Self Help Community
10.0
External knowledge base
10
Internal knowledge base
10
Multi-Channel Help
9.6
Customer portal
10
IVR
9
Social integration
10
Email support
10
Help Desk CRM integration
9

Comments

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