Surpassing expectations
Rating: 9 out of 10
IncentivizedUse 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.
Likelihood to Recommend
For growing technology-based companies, Zendesk Sunshine is the best ally to provide email and chat support. It supports various integrations and can provide exceptional service that is fully customizable for both the customer and the agents using Zendesk. It is not appropriate for small companies, and for companies with a very small customer base, it is a considerable expense after a customer base of at least 10,000 customers.
JM
Johan Moyano
Ops Manager in Customer Service at Nubank (5001-10,000 employees)
Vetted Review
3 years of experience