Zendesk Streamlines Follow Up for Better Customer Service
April 24, 2021

Zendesk Streamlines Follow Up for Better Customer Service

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Software Version

Regular

Overall Satisfaction with Zendesk Support Suite

Zendesk Support Suite is used by our Customer Service and Support Services department. We use the software to ensure that incoming chats and questions from our constituents are assigned and answered in a timely fashion. It's helpful to have a single space to organize and respond to these inquiries. It solves the issue of missed responses or duplicate responses.
  • Zendesk makes it easy to see if a question/ticket has already been answered/updated (and to see who answered it).
  • Zendesk makes it easy for users to indicate if they are available to respond or not.
  • Zendesk also makes it easy to respond as you can respond within the software/system. A one-stop process!
  • It took some of our customer service staff a bit of time to get familiar with how to forward incoming chats that needed [a] response.
  • The cost can be a bit prohibitive as each individual account needs to be paid for.
  • The option to indicate whether you are available or not available to respond to chats.
  • The option to assign tickets to specific users.
  • The option to see whether the question/ticket has received a response.
  • Once everyone was up to speed on Zendesk, it has cut down on the number of emails we have to send and helped ensure that we follow up with all constituents.
  • Improved customer service.
  • A single place to track tickets and thus get data on response time, etc.
The Zendesk Support Suite interface is wonderful for tracking interactions with clients/customers etc. which is something that Basecamp does not offer.

Do you think Zendesk Support Suite delivers good value for the price?

Yes

Are you happy with Zendesk Support Suite's feature set?

Yes

Did Zendesk Support Suite live up to sales and marketing promises?

Yes

Did implementation of Zendesk Support Suite go as expected?

Yes

Would you buy Zendesk Support Suite again?

Yes

At the non-profit where I work, we receive dozens of questions via our chatbox each day. Zendesk Support Suite is wonderful because we can assign these questions to the person who is best suited to respond (and also ensure that they have indeed responded). As mentioned, each individual user needs a paid account so this can be pricey if you have a large number of people that need access.

Zendesk Support Suite Feature Ratings

Organize and prioritize service tickets
9
Expert directory
8
Subscription-based notifications
8
ITSM collaboration and documentation
9
Ticket creation and submission
10
Ticket response
10
External knowledge base
7
Internal knowledge base
8
Customer portal
8
IVR
8
Social integration
7
Email support
9
Help Desk CRM integration
9