Zendesk Suite
What Is Zendesk Suite?
Zendesk Suite is the customer service solution that is easy to use and scales with your business. On average, companies using Zendesk increase customer satisfaction by 25% and agent productivity by 30% - at any scale. Your customer interactions live in a single interface with features like web widgets, pre-defined ticket responses, and more. Get set up and run quickly. Zendesk Suite includes Ticketing System, Help Center, Community Forum, Messaging, Talk, Explore, and Sunshine Conversations.
Who Uses Zendesk Suite?
Over 110,000 companies rely on Zendesk's customer service solution to build the best customer experience. Our software is powerful and flexible, and scales to meet the needs of any business.
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Zendesk Suite
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Reviews of Zendesk Suite
Federico
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Great tool to Develop a great Customer Success
Comments: Our overall experience with Zendesk Suite was very pleasant, we have established a successful Customer Success team, now we are working to maintain the quality of our service.
Pros:
This solution is really great, very easy to use and have an elegant interface. We improved our customer support tickets management as well as our internal IT tickets.
Cons:
One issue that they could improve is the free trial, they only offer 14 days instead of 30 days like many other companies. In addition we send a request to their Customer Support and no much help received.
Abdullah
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Zendesk Suite: Assuring top quality customer support for our sunglass business
Comments: I have had a really good overall experience with Zendesk Suite. Our business has used the program to effectively manage and close deals, prioritize and organize customer questions, and keep an eye on potential sales prospects. Our team can simply access and use the data and resources they need to deliver the best customer assistance thanks to the seamless interaction with other applications and services. The software once saved me time and allowed me to concentrate on other crucial responsibilities by rapidly detecting and resolving a client issue. This personal experience has strengthened my conviction that Zendesk Suite is a valuable resource for enhancing customer support in our sector.
Pros:
The incredibly straightforward and user-friendly interface of Zendesk Suite is one feature I really value because it enables our staff to respond to consumer questions and issues regarding their purchases promptly and effectively. Our team's productivity has increased dramatically as a result of this ease of use, and we are now able to give our customers better service. We can administer Zendesk Support Suite in more sophisticated ways, including adjusting the permissions of certain users, thanks to the extra administration options. It also has a vast integration with our platform.
Cons:
The customization restrictions of Zendesk Suite are one feature I find annoying. Advanced features like Regex are absent. Additionally, less complex automation rules such executing triggers that are established for a specific time period. Again, there aren't many search options, which makes it difficult for customers to find a specific ticket.
Verified Reviewer
Dissapointing experience
Comments: Upon the questionnaire of more than 80 people in the department regarding Agent Workspace, we received zero positive reviews, and 10% of agents replied that they would consider quitting the company if the service remains working like that. For that price, the service is not worth recommending, and if you did not yet decide wherever Zendesk is for you, we would advise reviewing other companies.
Pros:
Wide variety of services: HelpCenter, chats, e-mails, there are a lot of integrations. But while there are many services, and we do appreciate their stability, the mistakes and bugs will not be addressed, and you will be completely trapped with those issues.
Cons:
-Regardless of how much you pay, your feedback will be ignored, even if it is widely supported by the community.-Zendesk forces you to transfer to their new system, “Agent Workspace,” which lacks major features that are present in the Classic Chat Widget. Despite any arguments, they took the position, “We will not update the old system, so transfer to the new.” When transferring to the new system, Zendesk lacks attention, understanding, and proper support. Agent workspace does not work as promised (later, more on that). -Horrible support. I cannot emphasize that enough, but every manager in my team constantly complains about the inattentiveness and lack of basic comprehension abilities of Zendesk managers. Unless you involve your personal manager (who does not answer support questions), your issues will be paid zero attention to. They will not accept any feedback. Most importantly: if the question cannot be answered with a link or a shortcut, the support team forwards your issue to tickets. Moreover, in 30% of cases, support will resolve the tickets without giving your replies. As a support manager of many years, I cannot imagine the level of disregard for a paying customer who needed to close the requests without a reply. -Agent workspace: slow performance. Translation does not work on mobile SDK. Skillbase routing doesn't work, inconsistent ticketing system, and an inconsistent tag system.
Samuel
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Efficient and Versatile
Comments: Ticket management, live chat, call center integration, and knowledge base management but also the ability to customize the software to fit specific needs is a major bonus! :)
Pros:
Ease of use and intuitive interface, which makes it easy for agents to navigate and resolve customer issues quickly, and the help and customer support Zendesk offers.
Cons:
The price can be steep for young companies, but the ROI is worth it.
Tora
Alternatives Considered:
The All-in-One Customer Service Solution
Comments: Zendesk Suite offers support across multiple phones, email, chat, and social media channels. It allows customers to contact support in their preferred channel and have a consistent experience across channels. Agents can also view the entire customer conversation history in one place to provide personalized support. The knowledge base feature allows you to create help center content for customers to self-serve. You have complete control over the layout, design, and content. The knowledge base seamlessly integrates with the rest of the Zendesk Suite to provide a unified customer experience.
Pros:
Zendesk Suite provides over 100 pre-built reports and dashboards to gain data-driven insights into your customer service operations. You can analyze customer satisfaction, agent performance, ticket volume, and more metrics. The reporting tools are easy to use but also highly customizable. Zendesk Suite has a robust API allowing you to integrate the software with many third-party applications. Many pre-built integrations are also available to connect Zendesk Suite to live chat, phone support, and internal tools like Slack or Salesforce. The integrations and API provide much flexibility in building a customized support solution.
Cons:
In my experience using Zendesk Suite, I did encounter a few minor issues with the mobile interface for agents. However, Zendesk released updates to address most of these issues. Overall, Zendesk Suite is an intuitive, full-featured customer service software with a simple and modern interface.
