Complete customer support managing platform available for businesses
June 30, 2021

Complete customer support managing platform available for businesses

Sofia Martinez | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Software Version

Professional

Overall Satisfaction with Zoho Desk

Zoho Desk is one of the best platforms available for creating customizable support experiences for customers in the marketplace. It has all the best features of prioritizing requests, managing the requests, and closing more increasing requests on a different platform linked to the business. I have been a user of Zoho Desk for a long time and am still using the platform for better managing customer support and improving the overall efficiency of the customer team effectively.

Pros

  • Report features give the all insights of the customer team and customer support which enables us to make changes according to it.
  • The best thing about Zoho Desk is that it has a very beautiful and fully designed dashboard.
  • I have been using this software for a very long time in my organization, it is very easy to use with having the interface created on a very advanced module.
  • It is completely a feature rich platform.

Cons

  • The biggest drawback that I am facing while using the platform is that their ticketing system is not that great [in my opinion]. It does not give us the option to add sales tax and other charges in the invoices which leads to a big problem for us.
  • [I feel] its customer support needs improvement.
  • Designed with much-modernized UI and dashboard is very pleasing to use and to have the best experience on it.
  • It gives nice reporting.
  • Well organized and developed with smart features.
Zoho Desk is always good at building different platforms for automation, so this one is also the best help desk platform available in the market. I can easily add the feedback with a report to easily convey the message accordingly. It can easily integrate with your existing softwares. It easily gets along with other software that I was already using in the organization.

Do you think Zoho Desk delivers good value for the price?

Yes

Are you happy with Zoho Desk's feature set?

Yes

Did Zoho Desk live up to sales and marketing promises?

Yes

Did implementation of Zoho Desk go as expected?

No

Would you buy Zoho Desk again?

Yes

Automated workflow eases the whole support activities. It increases the productivity of my productivity team on another level and customer is also very much satisfied with our services and response time. I do not have any negative aspects about the usability of this tool.
Their customer support is not good [in my opinion]. They sometimes do not listen to queries well and do not provide a feasible solution to solve the problem which needs to be addressed and correct on the go. I would recommend that to improve the services of its customer support.
Zoho Desk is helping me a lot in managing the customer support along with the customer support team effectively. Clear and clean dashboard with robust UI helping me to be more productive at work. Support and ticketing need to be updated in the near future. Other than that, it is a great platform to have in the organization and I would recommend this to other businesses too.

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