Zendesk Suite

Good, beautiful and expensive

Comments: An environment full of options to create a first class ticketing, chat and incident management system. They have a support team that is always attentive and willing to help.

Pros:

It is undoubtedly one of the best. Full of options and with a company behind it that has experience in the sector. I have used it with clients for web development and it works really well.

Cons:

In my view the price. Maybe there should be a version with the same functionality, but more limited for very small companies like mine. For a large company, it is essential or for a medium-sized company, but for small companies it is expensive.

Efficient and practical: Great but a bit pricey

Comments: Overall, Zendesk is an easy-to-use, reliable CRM platform that integrates well with most popular order processing platforms, webstores, shipping logistics services, and can handle intricate operations such as Subscription administration, phone calls, live chat support, and more. Also, the reporting features available offer alot of flexibility to create reports that are helpful for your business and goals in Customer Support. I chatted on Zendesk daily and love the way it handles live chat support for Agents.

Pros:

Zendesk offers lots of features such as integration with other platforms, such as Stripe for payments and subscription administration (SaaS) services to manage customer monthly billing. Also integrates well with Shipping & logistics services to track shipments, repairs and returns. And they are always adding new features and integrations. Offers Keyboard Shortcuts to even further increase efficiency possibilities.

Cons:

Call feature can occasionally be buggy and it is a bit expensive compared to some of the newer CRM platforms, but if you want reliability and have a large to mid scale business offering email and/or live chat support, Zendesk is a great option. They can handle both a huge account with millions of customers and contacts, to a mom & pop operation with hundreds of customers.

Stay Away

Comments: Customer support is terrible, they do have an unqualified customer success team. We requested a feature and it took them over 5 months with emails back and forth to let us know they can get it done. When i tried to cancel the contract they said we can not cancel it because you have another 1 year on a contract which was incorrect. the success manager was still thinking we are in 2019 after i pointed that out they still refused to cancel the contract. My advice to this company is a legacy and you should look into a more modern system and there is alot of them out there.

Pros:

At first, we liked using them, we had no issues with their system until they started adding extra products that were not native. for instance, their chat app slowed down our website by at least 30%, we tried intercom and immediately had positive feedback from our users.

Cons:

Their chat software will consume the life out of your website performance.

Zendesk Suite is a FTE!

Comments: Zendesk Suite is good for businesses as it centralizes customer inquiries, enables efficient tracking and resolution, improves response times, enhances collaboration among support teams, and provides valuable analytics for performance evaluation and continuous improvement.

Pros:

The reporting capabilities in Zendesk Suite are beneficial for businesses as they provide valuable insights into customer support performance, ticket resolution times, agent productivity, customer satisfaction, and trends, enabling data-driven decision-making and continuous improvement of support operations.

Cons:

Zendesk is expensive and hard to get approved to add more team members.

Zendesk review

Pros:

Their customer support is outstanding and willing to walk through new opportunities or problems with you.

Cons:

Not easy to learn new features without assistance from support