Zendesk Sunshine Conversations Reviews & Insights

Score7.8 out of 10

8 Reviews and Ratings

Community insights

TrustRadius Insights for Zendesk Sunshine Conversations are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Pros

Easy Ticket Creation and Distribution: Multiple users have emphasized the platform's seamless ticket creation and distribution process among agents, enabling efficient workflow management and quick issue resolution. This feature has significantly improved their team collaboration and response times.

Integration with Important Systems: Numerous reviewers have praised the platform for its ability to seamlessly integrate with various essential systems, such as WhatsApp, ZenDesk, and SalesForce. This integration enhances customer experiences by providing a unified and personalized service approach across different communication channels.

Efficient Report Generation: Users highly value the platform's effectiveness in consolidating all customer data from various sources into one centralized system. The generated reports are detailed yet easy-to-understand, empowering them to analyze insights quickly and make informed business decisions promptly.

Zendesk Sunshine Conversations Reviews

5 Reviews

Zendesk Sunshine- Measures customer experience exceptionally well

Rating: 8 out of 10

Incentivized

May 23, 2022

Use Cases and Deployment Scope

Zendesk Sunshine allows us to communicate more effectively with our customers. Zendesk Sunshine is an omnichannel chat platform that can be easily integrated with any platform. This platform allows us to track support messages from clients. From a low 10% user engagement rate, we are now a high 57% engagement rate.

Pros

Creating support ticket
Distributing tickets among agents
Integration

Cons

Pricing
Customer Support
Managing Aadmin center

Likelihood to Recommend

We are using bots in our organization. Automated workflows and triggers in Zendesk Sunshine help us to distribute the right issue to the right agent automatically. Zendesk Sunshine helps us to collect customer information and queries when our agents are not online. By doing this we eliminate the possibility of missing any leads and our customer service team ensures every problem is solved.

Deepa Kumari

Campaign Specialist at Uplers (501-1000 employees)

Vetted Review

3 years of experience

View profile

A good alternative to improve your customer experience and support

Rating: 6 out of 10

Incentivized

May 16, 2022

Use Cases and Deployment Scope

We mainly use Zendesk to improve our customer support experience ensuring the right people are involved in the right conversations while keeping everything integrated in our own business systems. This help our support team and customers get the right information in the right time. Zendesk has significantly reduced operating costs when onboarding new users and decreased our churn rate because of a better customer experience. It's easy to implement Finally, the support team is always kind and helpful.

Pros

Engage customer experiences
Integrate with your most important systems
Accompany customers across their journey

Cons

More integrations
Support time
A few glitches

Likelihood to Recommend

Is a cost-effective platform that will help you to have a better communication with your customers and users. Easy to integrate with most common platforms with key reporting features if you care for customer experience. In terms of compliance, does a great job on the ability to check customer data and where is stored, for GDPR this was a key feature.

Verified User

C-Level Executive in Corporate (51-200 employees)

Vetted Review

1 year of experience

Zendesk gives you complete Zen!

Rating: 6 out of 10

Incentivized

May 12, 2022

Use Cases and Deployment Scope

We use Zendesk Sunshine Conversations (formerly Smooch) to communicate with our IT customers and for our Help Desk Team. Being able to have an effective mode of communication is extremely important when you are trying to diagnose an IT issue and its part of our revenue model. This connects every piece for us and our clients and creates a happy environment.

Pros

Connects all customer data
Easy to connect
Easy to use reporting

Cons

Could use better use-case icons
Support isn't quick to reply
Difficult to find archived tickets

Likelihood to Recommend

Zendesk Sunshine Conversations (formerly Smooch) would be well suited for the companies who have mission critical conversations with their customers and need to be able to document and track everything for reporting purposes, such as a Help Desk, like we have in place. It wouldn't be suited for people who have to consistently go back to previously tracked tickets to re-open.

Verified User

Manager in Marketing (201-500 employees)

Vetted Review

5 years of experience

Best instant messaging or chatbot for our website

Rating: 9 out of 10

Incentivized

May 9, 2022

Use Cases and Deployment Scope

We are using Zendesk Sunshine Conversations as a chatbot and integrating it with our portal to make communication easy for our website users. Zendesk implementation helped us easily answer the basic queries of users using chatbot this way we minimize the calls to our customer care representatives and save the effort and cost.

Pros

Provide convenient service 24x7
Lower the burden of employees and serve more users at a time

Cons

Everything I found good, no improvement as of now

Likelihood to Recommend

Make the user interaction more perfect, easy and instant and reply to users via messaging and chatbot for frequently asked questions and some common questions which frequently asked by users.

Mohammad Rashid Raza

Technical Lead in Information Technology at GSPANN (1001-5000 employees)

Vetted Review

1 year of experience

View profile

The best text messaging solution, if you already use ZenDesk

Rating: 9 out of 10

Incentivized

May 6, 2022

Use Cases and Deployment Scope

We have been users of Zendesk Sunshine Conversations (formerly Smooch) for tech support for more than 8 years, and when we found out that Zendesk Sunshine Conversations (formerly Smooch) was coming out with a formal messaging solution for WhatsApp and similar messaging services, we asked for a test drive. We have been using it for 3 months and it has helped us with our requirements as far as contacting users via text messages.

Pros

WhatsApp Integration
Support Tickets via Text
Live chats
Integration with ZenDesk
Integration with SalesForce
Usage Report Generation

Cons

Support for special characters (ñ and accents)
Better integration with exsiting tickets in ZenDesk
Android App is lacking
Support for mobile browsers
Support for iOS devices

Likelihood to Recommend

I guess it depends if you are already using ZenDesk for your tech support, then it is a no brainer, easy integration and support, sending text messages from inside tickets, etc., it makes a lot of sense to use Conversations if you already have ZenDesk up and running. If this is your first foray into this type of solutions, you might look elsewhere since it is not cheap and it is still lacking in some areas

Alejandro Huerta

COO (Chief Operations Officer) in Customer Service at INTERTEL (51-200 employees)

Vetted Review

1 year of experience

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