Zendesk Suite is the key to our success
September 28, 2024

Zendesk Suite is the key to our success

Stephanie Abramovici | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

Enterprise

Overall Satisfaction with Zendesk Suite

We use Zendesk Suite primarily for our CX team, for an ecommerce company. It allows us to easily communicate with consumers, and track problems and concerns with extensive customization options.

Pros

  • Customer communication across multiple channel
  • Tracking data
  • Help center is easy to set up and use

Cons

  • Difficulty setting up chat bot
  • Customer service with Zendesk can be challenging
  • Messaging within tickets is a little difficult to get used to
  • Provides access to our customer voice, which can be distributed to other departments
  • Help center has led to higher customer satisfaction and self-servicing
  • Reduces the need to hire additional staff
I appreciate the customizable options of Zendesk Suite, however sometimes those customizations can be difficult to implement. We are not always sure that we are using Zendesk Suite to the maximum capabilities.
Zendesk Suite works well for a scaling company. It is helpful to have someone on staff that can make customizations and add needed automation. While It is easy enough for a brand-new agent to learn the basic functions of the app.
Gorgias is easier to set-up and use on a basic level, however doesn't offer as many customizations. Zendesk Suite is a better choice for our scale, and the needs of reporting.

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

We've enjoyed the options to customize views, and easily set up auto-replies, including updating as business needs require. Macros are easily set-up and we particurly enjoy using knowledge center within tickets.
We answer upwards of 1000 tickets a week, across multiple channels. Zendesk Suite allows us to provide exceptional and fast customer service.

Zendesk Suite Feature Ratings

Incident and problem management
6.4
Organize and prioritize service tickets
5
Expert directory
2
Subscription-based notifications
7
Ticket creation and submission
10
Ticket response
8
Self Help Community
10.0
External knowledge base
10
Internal knowledge base
10
Multi-Channel Help
9.0
Customer portal
10
Email support
10
Help Desk CRM integration
7

Comments

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