Zendesk Suite

What do you like best about the product?

In the beginning, it felt easy to use and the triaging and categorisation system was helpful.

What do you dislike about the product?

Zendesk is clearly at a point in its journey where its aiming for maximum money extraction, minimum delivery. We had some issues and their service has been unresponsive, uncollaborative and rude. Its telling when any subscription makes it impossible to get help or cancel.

The product is also ageing and not fit for B2B use. Originally designed around B2C, a lot of our workflows are clunky and constrained by their system architecture, so it all feels quite manual.

I'd stay away and use Pylon or similar if you're building B2B support teams.

What problems is the product solving and how is that benefiting you?

Centralising all of our customer communications and automating the tracking and analytics on our service levels.

What do you like best about the product?

The user experience is really simple; it consolidates all communications with customers in one place, whether through email, live chat or phone conversations. The ability to automate workflow tasks such as ticket assignment, response sending and interaction tracking is quite remarkable. As a result, we have been able to devote more time and energy to the conclusion of agreements. We can bring all customer interactions together in one place, they are saved and structured, so no one on the team has to go through multiple systems to find a customer’s history, whether it be via email, chat or a web form.

What do you dislike about the product?

It took a long time to set things up from the beginning, but the system is powerful and needs some changes before it can be turned on and used to its full potential. It took more time than anticipated to tailor the workflows and reporting matching our company model.

What problems is the product solving and how is that benefiting you?

The way we handle sales and customers has improved a lot. Zendesk allowed us to create a Kanban board, which we used to delegate work, set due dates and monitor development. There was a huge change when all the information could be seen in one place. When a customer contacts us, we immediately create a ticket and record the entire chat so that anyone on our team can access it. We can quickly and easily assess the full case history to ensure that new responses are accurate and consistent with previous exchanges. We were also able to make real-time adjustments to our plan thanks to the custom reports I built to track sales team performance.

What do you like best about the product?

easy to use and quick. It is also super easy to train the team.

What do you dislike about the product?

limited on selections and types of support/

What problems is the product solving and how is that benefiting you?

supporting with IT barriers or technology barriers.

What do you like best about the product?

Technology is decent, including bot add ins.

What do you dislike about the product?

There is a fundamental working challenge with this company which stems from their decision to move away from people-based accountability for supporting customer accounts. Like some other companies, ZenDesk moved solely to a ticketing based system where internal gig-style employees can pick up a ticket and help move things forward. Conceptually I can see where this could result in a 24 hour engine of support to ensure forward progress. However, the end result to the customer is that the lack of any individual accountability results in no one else having any empathy for the customer and seeing customer challenges from initial ticket through to completion. Team members are tagging other internal team members on the customer facing ticket to help each other understand what needs to be done to sign a contract. Our experience on our renewal has been one of the most embarrassing demonstrations of customer success for a company that is supposed to help you with customer success.

Because of the challenges in getting a consistent person to know what is going on and see what needs to be done to keep our account active, the account has "lapsed" twice, shutting down our customer ticketing and learning center requiring us to notify our end users on two different occasions. During each outage, the tickets are not met with any urgency or display of any empathy for this customer, despite the ball being in their court for most of our issues.

As the CEO of a health tech company, I hope that this experience is one that can help influence other decision makers when considering ZenDesk. I would strong recommend that you consider a different solution, one that prioritizes customers with a full team of responsibility and accountability with people owning the process for customer success and renewals.

What problems is the product solving and how is that benefiting you?

End user support tickets, training and education resource hosting.

What do you like best about the product?

They stand out for its easy integrations, automatios and robust data analytics, making it a flexible tool for customer support teams. Its customuzation options , security and GDPR compliance are also strong points.

What do you dislike about the product?

Their customer support and account success management are subpar, which can be frustrating when issues arise.

What problems is the product solving and how is that benefiting you?

Helps streamline customer support operations by centralizing tickets, automating workflows, and providing valuable data insights. It's integrations and automation features reduce manual work, improving efficienct and response times.