Item: Zendesk Suite
Rating: 9
Author: Alex Richards

Use Cases and Deployment Scope

Zendesk Support Suite is used as our main tool for handling customer support enquiries. We also utilise Zendesk Guide as our public-facing Knowledge Base to allow customers to self-help before contacting our team.

We have also implemented the Zendesk Widget within our app to allow customers access to the guides and to our support form without needing to leave our app.

Pros and Cons

Integrates well with other tools
Simple user interface
Multi-channel
Great API

Automations can be complex to setup - even getting a notification to slack isn't straightforward

Return on Investment

Better visibility in to reasons for contact
More organised approach to handling customer support enquiries
Increased customer satisfaction
Increased customer retention

Alternatives Considered

Intercom and Freshdesk

Zendesk is the industry leader in terms of the number of other platforms you can connect it with (CRM's, Customer Success Tools, Billing Tools, etc)—this makes it extremely sticky and a core part of your workflow. Zendesk also offers a variety of channels all in the one product, which the other competitors seem to struggle with.

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

HubSpot CRM, Microsoft Entra ID, Planhat, Chargebee, PhpStorm, Teamtailor, Hibob, Jira Software, Atlassian Confluence

Likelihood to Recommend

Zendesk is great at handling conversations with multiple participants in the same ticket - the UI displays everything clearly. You can also integrate with other tools, and write your own apps so you can pull data from other systems (or update other systems) without the support agent leaving the UI.

I think live chat scenarios - this doesn't suit Zendesk well, especially if you want to use the API to retrieve the messages. All of the chat messages appear as one entry in Zendesk which isn't helpful if you want to do analytics.

Centralise all of your support channels in one tool

Software Version

Overall Satisfaction with Zendesk Suite