Item: Zendesk Suite
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

We use it for several ways, to support real estate agents across the US by utilizing Zendesk via email, chat, and voice. We employ the usual ticketing system to answer and address issues submitted by real estate agents. It is also handy as a real-time chat application where they can easily send messages to us by using the CRM platform.

Pros and Cons

email customer support
chat customer support
voice customer support
macro usage
zendesk reporting
tag usage

delays during chat where the last message sent does not reflect at once and needs a page refresh
problems with reporting that does not show real-time data when pulled up
creation of child tickets a bit buggy, does not reflect after adding one

Return on Investment

The positives weigh more than the negatives here, as it gives us a one-stop portal where we can tend to customer needs using one web app
It has also helped us identify areas of improvement based on the reporting feature
The value it provides outweighs any missing or lacking features that I'm sure will be available in the future

Alternatives Considered

Playvox, Desk.com (discontinued) and Jira Service Management

Zendesk support is your one-stop shop for managing customers via the customer support portal that has a slew of products available for use via several channels, depending on your particular need may it be email messaging, chat messaging, or voice, and it is quite superior compared to the other apps which do not have the flexibility available to stack up against especially when it comes to reporting features.

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

Playvox, Desk.com (discontinued), Jira Service Management

Likelihood to Recommend

Zendesk support is tops for customer support usage, where one can quickly tend to agent concerns using a variety of channels, be it be by email, chat/messaging, or voice. Reporting is a breeze, especially monitoring in real-time team members who are currently logged in. There's also a feature in Zendesk talk where you can monitor calls, even "barge" when required to help an associate.

Why we chose Zendesk Support Suite over all the other apps out there

Software Version

Overall Satisfaction with Zendesk Support Suite