Adequate for a small teams needs
September 26, 2023
Adequate for a small teams needs
Score 7 out of 10
Vetted Review
Verified User
Software Version
Starter
Overall Satisfaction with Zendesk Support Suite
We use Zendesk Support Suite as our platform for end user-facing support and servicing. That includes incoming and outgoing emails, phone calls, as well as a knowledge base. It was really important to be able to link various methods of communication to the specific end user, which Zendesk allows us to do without much of a hassle!
- outbound communications
- Importing contacts/end users
- Automated actions (closing tickets, auto replies)
- Multi-channel support simultaneously
- More options for customization for phone trees
- Option to restart the loop through available agents if the call wasn’t answered by any available agents the first time it was served to them
- Improve clarity/info available on whether a message was actually sent to the end user or not
- Ability to track outbound contacts
- Saves $ by providing an avenue to offer proactive support
- Can use reports in a sales pitch to potential customers touting our highly rated support team
Salesforce is far more established but the price tag was too high for our small team. I would be surprised if we didn’t migrate to Salesforce when our team reaches a certain size
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?
I wasn't involved with the selection/purchase process
Did implementation of Zendesk Suite go as expected?
Yes
Would you buy Zendesk Suite again?
No