Flexible and efficient!
March 11, 2025
Flexible and efficient!
Score 10 out of 10
Vetted Review
Verified User
Software Version
Plus
Overall Satisfaction with Zendesk Suite
We use Zendesk Suite to manage our external support to guests and vendors for email, chatbot, and text support. We also use it for our external and internal help centers with various articles about how to use our products. From both of these products that we use we can also gather important data about how our support and help center are doing so we can constantly reevaluate how to make it better.
Pros
- Allowing flexibilty in routing and tagging
- Easy to navigate and appealing looking help centers
- Detailed data to evaluate if there are ways to improve
- Customizable chat bot allows for easy hands off support
- Their support center and community are well handled so we can usually find answers to our questions ourselves
Cons
- A little more flexibility in sharing assets between brands
- More capabilities to better customize help center templates without needing to be a coder (think build your own template like squarespace)
- Improved agent experience from the previous produce we were using
- Allows for a better "white glove" experience that we provide our clients' vendors
- Allows us to report back to our product teams on areas in our product where we can improve
The help documentation and community have been how I learned mostly how to use it. I'm mostly self taught in using the platform and feel that I know it pretty well. They also offer different workshops and webinars to explore new products and different features that help a Zendesk Suite manager keep very up to date on what's available and how to use it.
- Freshdesk, Intercom and HubSpot Service Hub
Zendesk Suite seemed to have a lot more customization and flexibility. We have multiple "brands" that need to follow different flows and have different needs and Zendesk Suite allowed us to easily do that. We also had strong needs for a help center and liked how their worked flow for this the best.
Do you think Zendesk Suite delivers good value for the price?
Yes
Are you happy with Zendesk Suite's feature set?
Yes
Did Zendesk Suite live up to sales and marketing promises?
Yes
Did implementation of Zendesk Suite go as expected?
Yes
Would you buy Zendesk Suite again?
Yes
Comments
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