Zendesk Streamlines Follow Up for Better Customer Service
April 24, 2021
Zendesk Streamlines Follow Up for Better Customer Service
Score 9 out of 10
Vetted Review
Verified User
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.
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