Item: Zendesk Suite
Rating: 9
Author: Verified User

Overall Satisfaction with Zendesk Suite

Use Cases and Deployment Scope

Zendesk Suite is our primary tool that we use in in CRM. We use it to maintain all of our records, create tickets and manage our metrics and SLA. It helps us to track and streamline our customers or vendors concern. We use it to collaborate with other departments and in general incident management.

Pros and Cons

Pros

Easy to use
Functional
Customizable

Cons

Customizable UI
Better navigation
Ticket correlation

Return on Investment

CSAT
TTR
Agent experience

Usability

I like how Zendesk Suite makes an improvement over time. They really ask for the feedback over continous time. It’s like they are trying to perfect their products that will fit the customers liking.

In terms of the overall experience, i don’t remember any untoward experience with the product nor I have to escalate to their support. So that is good.

Customer Experience

The experience of getting the support as I had a general experience to CRM tools, it’s pretty much the same most of the time, but what makes it stand out, the simplicity and ease of use. I can simply navigate to any pane that I would or support forums to get the appropriate help I need.

Alternatives Considered

Redmine, ServiceNow Customer Service Management and Salesforce CRM Analytics

I like the Zendesk Suite because it can run on any of most browser that is compatible. The navigational experience is better than most CRM tools I have encountered with and far more advance with the embedded UI and plugins. Back then, the dialer for calls we has to use a different software for it. With Zendesk Suite, it comes built in.

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

LastPass for Business, KeePass, IBM App Connect, IBM DataStage, Finacle Core Banking, Notepad++

Likelihood to Recommend

This is best used if you are directly working within the frontlines, it helps you to manage your work in progress tickets or pending issues. It would be less appropriate to use for work offsite use (mobile) as it wouldn’t be an ideal UI to use on a smartphone or tablet.

Zendesk Suite Feature Ratings

Comments

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Zendesk Suite Overview

Software Version