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What Is Zendesk Suite?

Power up your customer service with Zendesk, the all-in-one support software that delivers exceptional experiences. With intuitive self-service tools and AI chat capabilities that streamline support, 60% of customers see a CSAT increase, and 85% gain better visibility into their internal operations after implementing Zendesk. Provide self-service and cross-channel support, so it's easy for customers to quickly get the answers they need, when they need them.

Who Uses Zendesk Suite?

Over 110,000 companies rely on Zendesk's customer service solution to build the best customer experience. Our software is powerful and flexible, and scales to meet the needs of any business.

Zendesk Suite Software - 1
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Reviews of Zendesk Suite

Average score

Overall
4.4
Ease of Use
4.3
Customer Service
4.3
Features
4.4
Value for Money
4.2

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001
Abegail
Abegail
Risk Analyst in Philippines
Verified LinkedIn User
Consumer Services, 10,000+ Employees
Used the Software for: 1+ year
Reviewer Source

Useful Zendesk

5.0 2 months ago New

Comments: I can say that Zendesk is very mucb helpful.

Pros:

You can easily reply to the customer concern.

Cons:

Nothing much because there is a lot of ticket you can merge with.

John Epok
John Epok
Regional Platforms Lead in Philippines
Verified LinkedIn User
Telecommunications, 501–1,000 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

Deliver outstanding Customer Experience through Zendesk

4.0 4 weeks ago New

Comments: Overall still better that the rest out there, they just need to improve further their product roadmap and pricing.

Pros:

- highly-integratable with most customer channels - integratable with external chatbots and internal CRMs through API - seamless ticket life cycle

Cons:

- real-time dashboard is non-configurable - standard bot requires manual learning - pricing: add-ons cost a lot i.e. Advanced Ai, Zendesk Talk

Jason
CTO in US
Retail, 11–50 Employees
Used the Software for: 6-12 months
Reviewer Source

Alternatives Considered:

Worst Support in Industry

3.0 2 weeks ago New

Comments: The service before the sale was exceptional. However, we found out too late that the service we purchased is not the service we were shown. There is no way to get support for the product. Everything costs extra.

Pros:

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.

Cons:

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.

Misty
IT Manager in US
Information Technology & Services, 11–50 Employees
Used the Software for: 6-12 months
Reviewer Source

Alternatives Considered:

Zendesk is a good tool to have in your tool kit.

4.0 4 months ago

Comments: My overall experience with Zendesk Suite has been positive. The platform offers a comprehensive solution for customer support, seamlessly integrating various tools to streamline processes and enhance the overall efficiency of our support operations. The intuitive interface, robust ticket management, and knowledge base features contribute significantly to providing a better customer support experience.

Pros:

The standout feature of Zendesk Suite is its seamless integration of various customer support tools, providing a unified platform for ticket management, knowledge base, and communication channels. This integration enhances efficiency, reduces response times, and contributes to an overall improved customer support experience.

Cons:

One drawback is that the pricing structure of Zendesk Suite can be relatively higher compared to some competitors, which might be a consideration for budget-conscious organizations.

Shalonda
Purchasing Manager in US
Hospital & Health Care, 51–200 Employees
Used the Software for: 1+ year
Reviewer Source

Suite Life of Zendesk

5.0 2 weeks ago New

Pros:

It literally keeps track of everything. And we have the ability to add in more parameters. As well as take away parameters if no longer needed.

Cons:

Being unable to CC appropriate parties inside Zendesk.