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

Emily Mok | 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 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 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

Zendesk Support Suite implementation means an industry-class help desk with a dynamic interface that brings together all customer interactions from almost any channel allowing agents to respond faster to customer queries and with the right context. It is more than just a help desk since it also acts as a CRM by allowing us to organize workflows, processes and track customer engagement.

Zendesk Support Suite Feature Ratings

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