Zendesk Suite

Avantages

la traçabilité des demandes clientsla programmation des réponsesle fait de pouvoir répondre aux clients par plusieurs canaux

Inconvénients

impossible de contacter le support client Zendesk

Avantages

Permet de résoudre des SAV assez rapidement et de bien les trier

Inconvénients

Prise en main assez lourde, Assez cher avec les options.

Avantages

Service facile à utiliser, beaucoup de templates

Inconvénients

Empêchent de se désabonner, puis réclament le paiement

Avantages

Zendesk Suite offers a seamless, user-friendly interface that simplifies ticket management and customer support. Its robust automation features help streamline workflows, reducing manual tasks and improving efficiency. Additionally, the platform integrates easily with various third-party tools, enhancing its overall flexibility and functionality.

Inconvénients

Zendesk Suite can become costly as you scale, with additional fees for advanced features and customization options.

Alternatives envisagées 

JIRA Service Management

Pourquoi passer à Zendesk Suite

I chose Zendesk Suite for its intuitive interface, robust automation capabilities, and seamless integration with third-party tools, which provided a more comprehensive and scalable solution compared to other options.

Avantages

There is not much that has worked perfectly. The live chat has cut down on our overall customer support time, however the setup was more difficult and the maintenance is more difficult than other solutions. Most of the features that we like either don't operate on all versions of Zendesk or they only work about half of the time.

Inconvénients

The mobile app is almost unusable. But nothing is as bad as their support after the sale. You will get the excellent communication before the sale and you will be shown every feature Zendesk offers, but after the sale you will find out that there is no way to contact a human for support and all of the features that they showed you are not included and cost ridiculous amounts more. For instance, for us to add AI chat, business hour management and reporting to our account (all of which were included in our demo as part of the plan we were buying) it would more than double our subscription cost on a yearly basis.

Alternatives envisagées 

Zoho Desk et Intercom

Pourquoi passer à Zendesk Suite

We thought it would integrate better with our current systems. Unfortunately many of those integrations are poorly built or glitchy because Zendesk does not want you to use the integrations they want to upcharge you for their version of the service.

Avantages

Easy to navigate, tickets translate information clearly & can handle many users

Inconvénients

Refresh rate can be slow, reloads often & can allow more than one user to work on the same ticket causing issues

Avantages

The general ticket solutions and the possibilities that are within Suite are a good one if you are working in a team. Everyone can have access and also share feedback.

Inconvénients

Few features are very basic are seen as premium (cost extra). For example forwarding a case on an email costs extra.

Avantages

You have the ability to use the chat feature, email, and complete tickets in live form.

Inconvénients

I dislike the the dashboards and the customer service. Depending upon who sets it up on the back end it can be very hard to find different things while trying to navigate the dashboard.

Avantages

ottimo come unica piattaforma per chat ed help online

Inconvénients

molto macchinoso non sempre utile nel suo complesso

Alternatives envisagées 

Brevo

Pourquoi passer à Zendesk Suite

era molto semplice ed economico ma poi tutto è cambiato

Avantages

That it is easy to use and it's easy to log customer complaints tickets

Inconvénients

That Zendesk has such a simple and ugly user interface and GUI

Avantages

User-friendly interface with easy navigation
Reliable performance for team collaboration

Inconvénients

Limited customization options
Higher pricing for advanced features
Basic reporting features could be enhanced

Avantages

What I liked most about zendesk suite is the many platforms that utilize it s their customer service contact center

Inconvénients

What I like least about zendesk is the amount of time it takes to get a response from customer service especially when its a time sensitive matter.

Avantages

Zendesk is very straight forward, for my team I would prefer to be on workspace functionality but we are able to deal with customers swiftly with overall great functionality and range.

Inconvénients

Personally, I find the reporting a little clunky and sometimes difficult to navigate, but I tend to play about with the reporting until I find what I am looking for.

Avantages

We used it for custom templates for customer responses. Our templates could also update ticket statuses in batches if necessary.

Inconvénients

Zendesk is not for the faint of heart or a novice. It took a while to get used to navigating it as a first time user.

Avantages

It was easy to navigate and user friendly.

Inconvénients

It would oftentimes lag and make it a longer process then needed.

Avantages

Ease of set up was good. Customer support is good.

Inconvénients

I thought the user interface was rather confusing, and the lack of multiple templates on the cheapest tier wasn't great. The default template was ugly.

Alternatives envisagées 

Intercom

Pourquoi passer à Zendesk Suite

Our customer success lead had used Zendesk before

Avantages

il servizio cliente è sempre disponibile e sono molto professionali

Inconvénients

a volte ci sono dei piccoli bug ma cosa che può succedere e non ha mai dato problemi

Avantages

Price. Colours. Not much not much not much

Inconvénients

Horrible customer service and slow response.

Alternatives envisagées 

LiveChat

Pourquoi passer à Zendesk Suite

Price and I just happened to sign up for it first.

Avantages

The ease of navigation and simplicity in running tasks

Inconvénients

The lack of customer service and support

Avantages

Zendez helps streamline questions that our customers may have and get some to us you can timely manner

Inconvénients

Hard to use and get used to using however easier once you use it

Avantages

The platform is user friendly and very easy to understand and use.

Inconvénients

The sample ticket badges are a little alarming at first, when you're not sure if their actual messages that where exchanged with your name.

Avantages

Integrated with salesforceEasy to manage

Inconvénients

AcquisitionCustomisation (lack of)Not too much else

Avantages

Zendesk Suite has been used by our company in the past for IT related purposes. It was convenient and quick to set up.

Inconvénients

The program kept glitching and freezing. We ended up switching to another program.

Avantages

Zendesk suite had a variety of features chich include managing of support tickets, customer base management, and supports live chat. Its also pretty simple to use.

Inconvénients

At times it just be comes slow to respond which is so frustrating.

Alternatives envisagées 

Freshdesk, Help Scout et Zoho Desk

Avantages

The ease of use of the tool is an important point.

Inconvénients

The lack of an integrated view with customer data.