Zendesk- Best Decision We Made!
September 25, 2023
Zendesk- Best Decision We Made!
Score 9 out of 10
Vetted Review
Verified User
Software Version
Enterprise
Overall Satisfaction with Zendesk Support Suite
Suite allows us a full view of the consumer experience and yields actionable dashboard reports to aid our marketing, sales, product, operation, and quality assurance teams. It's easy to set up and evolve over time as business needs change. Zendesk Support is timely and helpful when we have any system admin questions or issues.
- Easy to set up Reports and Dashboard reports by brand.
- Easy to train agents and light users on how to use.
- Fast and helpful support to customers using Zendesk.
- Helpful to view a customer's multi-channel inquiries (tickets).
- Lots of API and 3rd party integration options.
- Over time, pricing is increasing as Zendesk breaks apart prior bundled features by license, and we would like to see better discounts for long-term customers.
- Chat Support is mixed- some agents supporting us as a Client don't fully review everything needed to resolve at 1st point of contact, while others do take that step.
- Offer more training (free) for reporting and multi-brand set up.
- Teams receive actionable consumer insights to evolve our product and warranty service.
- Our CSATs are always in the 90% range due to the agent's ability to quickly assess a customer's issue and consider past contact to Support- to make the best decision in resolution.
- Agents ability to create own Macros to personalize their consumer communication.
- Appreciate the Help Center generally evolving with more features over time.
Zendesk has been easy to implement and evolve over time. They have launched more online Client learning sessions and occasionally offer in-person local client group sessions to aid in our learning. They offer their training modules for free. The key is we can create the needed brands, brand experience, and related reporting/dashboards to aid our teams. The best decision was to launch Zendesk years ago and stay with them as they evolve.
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