Intuitive, adaptable and highly customisable software!
September 28, 2024
Intuitive, adaptable and highly customisable software!
Score 9 out of 10
Vetted Review
Verified User
Software Version
Enterprise
Overall Satisfaction with Zendesk Suite
Zendesk Suite is used as both an Internal and External Customer Support interface. The help centre across different brands works to engage customers and answer questions before tickets are submitted using the articles in the knowledge base and the AI web widget to reflect a lot of general inquiries. CSAT scores are improved with the self service ability allowing for agents to only look into more complex issues. We have full workflows in place, internal and external application integrations for better visibility and a seamless experience for our agents.
Pros
- Messaging provides an easy way for both customers and agents to engage with each other, at a time to suit and via the customers preferred messaging application.
- Explore provides accurate and detailed reports and dashboards to cover a broad variety of metrics as well as customized metrics that can be built with ease.
- The ability to have multiple brands across the company is very beneficial, with completely unique set ups for each brand, each with their own help centre, knowledge base, etc.
Cons
- Zendesk Suite needs improved optimization of ticket deletion and data retention policies in line with GDPR and Data protection. For example, Tickets in Group A must be permanently deleted once they have been in a closed state for 6 months. This is not currently part of the 'out of the box' set up and needs a developer to build an API call to perform this.
- Zendesk Suite does have the ability to add custom ticket status' however, at present, these cannot be used for specific groups/brands etc. This option would be utilized throughout the company if there was more flexibility.
- Many settings such as allowing cc's and followers, ticket redaction (available to agents) and attachment permissions are restricted to the entire of Zendesk Suite rather than by individual Brands. Although there are workarounds, the ability to adjust these out of box would be very beneficial.
- CSAT has improved from 86% to 94% within 12 months, since implementing omni routing in our Customer Service Team
- Agent workspace along with better visibility overviews has improved the amount of tickets created for the IT team around the pain points of Zendesk such as finding applicable tickets, confusion over priority's, etc.
- Implementing AI chat bot has significantly reduced the number of generic queries to our internal staff as they are answered by Knowledge Based articles without creating workload for agents.
Zendesk help centre has recently had a big upgrade and a much simplified interface making it much easier to find relevant articles and advice. Everytime I have reached out to Zendesk, they have replied within 24 hour and are experts at the job they do, offering fantastic advise and best practice solutions.
Zendesk Suite is exceptionally user friendly and highly customisable. Free training for all levels and roles of users which is easy to follow and engaging for users is particularly helpful along with the added support behind the scenes from Zendesk support and the Zendesk community is second to none.
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
Comments
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