Best cx tool
September 28, 2024
Best cx tool
Score 9 out of 10
Vetted Review
Verified User
Software Version
Plus
Overall Satisfaction with Zendesk Suite
We utilise Zendesk Suite for IT Support ticketing solutions. The previous system didn't have adequate KPIs, and features and resulted in poor service delivery. Now with Zendesk Suite enriched system, our support team is able to easily attend to issues and it has improved our KPIs. It has also improved reporting to our Executive team.
Pros
- Automation macro
- Reporting
- Slide conversation escalation
Cons
- More use of Gen AI
- Improvement in OCR
- Customisations
- Better CSAT
- Ticket deflection
- Improve ticket handling
Help documentation is fantastic and provides step by step ways to resolve issues. Customisation is easily done to attend to changing business requirements. Reporting is fantastic and the dashboard can be easily modified and new information added. Zendesk Guide features show insight on the self help portal on usage and article knowledge.
Netsuite has basic case management suits and it lacks essential features for CX purposes. From reporting prospective, it lacks basic requirements. Zendesk Suite, however, comes with feature rich cx experience for the team as well as users. On the self help portal, users have access to their tickets and the ability to close them.
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
Comments
Please log in to join the conversation