Always a good decision with Zendesk!
October 05, 2023
Always a good decision with Zendesk!
Score 9 out of 10
Vetted Review
Verified User
Software Version
Enterprise
Overall Satisfaction with Zendesk Support Suite
Due to the initial set up of using Tags for reporting, there was a lack of helpful and timely reporting, lack of dashboards for key management to stay in loop. Once we created the needed custom fields, reporting and dashboards were set up to aid the various teams, managers and executives so they can more quickly identify top product or software issues to resolve.
- Reporting and Analytics
- Ease of Agent Training and Use
- Able to add multiple brands with related custom reports and dashboards
- Adding a new brand and basic help center is easy to do without the need of an expert or web team
- Ability of agents and supervisors to see customer history across multiple channels
- Adding more training on Report building beyond the basics
- Add more flexibility to enhance the report look/format, set up as we have with Micosoft Excel
- Support to Clients is varied- some Zendesk staff are thorough and helpful while others just offer basic responses without resolving the actual issue
- We are able to quickly identify issues regionally or globally and take action to resolve
- Less expense on Shopify licenses (for the agents as they can use Zendesk)
- We do not need to spend on Zendesk experts or 3rd parties to help launch new brands and related support channels
- Multi-language support works well so we are not always needing to hire agents who are bilingual
Overall, the ease of system admin that is done within the Support team, the reasonable license cost for multi-channel support and ability to create custom brand dashboards and needed reports, along with the helpful client support we get- made it an easy decision to purchase and stay with Zendesk.
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