Item: Zendesk Suite
Rating: 10
Author: Justin Wright

Use Cases and Deployment Scope

Zendesk Suite is THE go to platform to manage the relationship with each and every customer. (Externally and internally). We used it to document each interaction, efficiently organize our support strategy and set everyone up for success all at the same time. Once you got the swing of things, it was provided away to minimize the opportunity for error when it came to support cases, equipment orders and detailed customer relationship management. Typical use included identifying each customer, being able to view their history, utilizing compatibility between other mission critical platforms (Shopify, Dialpad, Asana...) to make for a seamless experience for all customers (external and internal again).

Pros and Cons

Being customizable to the needs of each business.
Providing awesome integration between mission critical platforms such as Shopify, Dialpad and Asana.
Maintaining a detailed history of customer interaction to set everyone up for success.
The ability to eliminate duplicate efforts (HUGE)

I think the Graphical User Interface could use a facelift. It not the most aesthetically pleasing platform in my experience.
Particular things like where the default is when you click on each and every dropdown menu.
The macro integration could be a little more simplified.

Return on Investment

Being able to maintain relevant customer information makes for a better customer service experience.
I can only think of two specific times that Zendesk Support Suite went down and it was only temporarily.
The price point is a little on the high side.
Being on the receiving end of the automated responses generated by Zendesk Support Suite can be a little cumbersome.

Alternatives Considered

Salesforce CMS

In my experience, I prefer Zendesk Support Suite over Salesforce. I feel that it's much more user friendly across the board. My biggest complaint is the user navigation frustrations that I run into with Salesforce. I feel like Zendesk Support Suite is much more intuitive on just about every angle. Especially when it comes to any of the defaults on dropdown menus. Zendesk Support Suite nails it on that one.

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?

I wasn't involved with the implementation phase

Would you buy Zendesk Suite again?

Yes

Other Software Used

Shopify, Asana, Dialpad Ai Contact Center, Rippling, BambooHR, Intercom, Lessonly, Slack, Seismic

Likelihood to Recommend

A specific scenario at [...] would be when someone would call in and we'd find out that they had several different contact profiles living in our database. Once we were able to identify which one had the most relevant information, it gave us an opportunity to consolidate duplicate accounts or cases to prevent any confusion moving forward. This was always a huge challenge for me in the beginning, but luckily now I'm able to help set our other/newer team members up for success and make for a better customer experience.

Zendesk Suite, just the way we need it!

Software Version

Overall Satisfaction with Zendesk Suite