One unified agent workspace to provide better and more personalized customer support
May 13, 2021
One unified agent workspace to provide better and more personalized customer support
Score 9 out of 10
Vetted Review
Verified User
Software Version
Regular
Overall Satisfaction with Zendesk Support Suite
Zendesk Support Suite has helped streamline our customer service by offering customer and sales support products which include chat, call center solutions, and knowledgebase modules which help agents track and prioritize support tickets, solve problems efficiently and centralize customer interactions. It has a built-in intelligent routine that ensures appropriate customer-to-agent fit and automates ticketing queues to reduce resolution time.
- Instant features and topic suggestions offer customers a self-service smart knowledge base.
- The custom fields and tags are used to classify tickets for easier tracking and archiving.
- Communication with people across the organization on support issues through private notes.
- There is no option to export data directly into a CSV file.
- Cost is determined per agent so an additional agent means additional cost.
- Multichannel support: phone, chat, email, web and social media.
- Knowledge base portal and community forums.
- Customer facing web interface that can be branded.
- Flexible and automated ticket management.
- Customers are able to resolve issues at their own pace.
- Offering personalized experience for each customer.
- The robust out-of-the-box tools help agents and internal teams do their best work.
Zendesk Support Suite turns huge volumes of support data into opportunities, leads, and market insights on its own and helps users leverage this data to nurture long-term relationships with their customers. It integrates with popular CRM solutions like Zoho CRM and HubSpot Service Hub so that the data collected in Zendesk is consolidated and used to develop marketing campaigns.
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