Item: Zendesk Suite
Rating: 8
Author: Verified User

Overall Satisfaction with Zendesk Suite

Use Cases and Deployment Scope

Zendesk Suite provides the platform for our Global Customer Care department to handle all incoming customer contacts via several channels. The platform allows our teams in each market to collaborate and transfer customers seamlessly. It gives us sight of the team activity across global markets. We can track data about customer conversations and feedback. Not only keeping an eye on the team productivity, but having a clear view of why our customers are contacting us, being able to drill into granular data about specific products and services.

Pros and Cons

Pros

Allows bespoke and personalised ticket fields and tags.
Allows distinct brands to isolate confidential data while collaborating in customisable groups.
Agent Workspace brings everything to the agent on one screen.

Cons

The development of messaging out of the earlier Chat module is clunky and still has limitations for multi language flows.
When creating queries in Explore, you can't search for 'or' conditions, only 'And', meaning you have to build multiple queries and manually add them.
You can't download the charts in the reports, they come down as tables and then you have to make your own charts.

Return on Investment

Onboarding our global teams to Zendesk Suite allowed us to serve our customers with a universal standard of excellence, previously so hard to monitor and support across several timezones.
Our global CSAT, unmeasured before we moved to Zendesk Suite, remains at a happy average 90% and higher.
Small teams who were initially isolated now have easy and effective ways to communicate and escalate.

Usability

Because we use it every day and it is for the most part hugely reliable and supportive. On occasion we find things we want to do don't quite work so well, or we are waiting for promised developments in the road map. We struggle with some aspects where our business tools don't sync well with the standard Zendesk Suite set up. Nobody's perfect, so a 9!

Customer Experience

The support area in general is great. It's rare that I can't find an article or comment about something I'm looking to resolve. The chat support is really good. We are in the UK timezone, so more often than not we are waiting for North America to wake up before we get replies. It would be cool if Zendesk Suite could staff their English speaking support on both sides of the Atlantic.

Alternatives Considered

Dixa, Freshdesk and Sprinklr Service

The customisable reporting every time. Our leadership reply on me to run my team and want to know what customers are telling us so they can elevate our products. We have extensive custom reports that tie up all aspects of our product and customer journeys. I've not found another product that allows me as much freedom as Zendesk Suite explore does, so far.

Key Insights

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

Other Software Used

Givex, Bazaarvoice, Adyen

Likelihood to Recommend

For our Customer Care team, Zendesk Suite is ideal. It provides everything we need to look after customer facing queries.
For our internal support teams, it's less useful. Most internal teams communicate via email and phone, so all the other suite products are overkill. Our internal support teams don't have a need for chat or messaging.

Zendesk Suite Feature Ratings

Comments

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Elevating The Customer's Voice With The Help of Zendesk Suite

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