Surpassing expectations
Use Cases and Deployment Scope
In our company, we use Zendesk Sunshine so that we can integrate all the emails that our company receives and others related to CRM. Essentially, it allows us to have a very effective personalization and reduce response times. Creating profiles of each customer, is critical in terms of experience, as well as tracking every interaction and action of the customer, which saves us a lot of search time and effort.
Pros
- Customization and ability to create customer profiles
- Easy integration with other tools and rich history of customer actions.
- Provides a fully intuitive interface
- Very good ways to analyze
Cons
- There are some glitches when doing upgrades on information or data, sometimes
- It is difficult to find tickets once they are solved, we could have a tracking of the most recent or solved tickets during the day.
- The integration or merge with other tickets from the same client is not intuitive at all, there should be an alert that throws a match.
Return on Investment
- Agility and improved response times
- Improved customer relationship/engagement
- Integration and tracking capabilities for customer growth phases.
Other Software Used
Twilio, Zendesk Chat, Databricks Lakehouse Platform (Unified Analytics Platform)
