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User review of Zendesk

Great tool for performing great customer service

- by Hector

USER SATISFACTION

RECOMMENDATION
5 out of 7
Quite likely
COST EFFICENCY
5out of 7
Good
OVERALL IMPRESSION
4out of 5
very good
EASE OF USE
4out of 5
very good
CUSTOMER SUPPORT
4out of 5
very good

PROS & CONS

What are the best aspects of this product?

This is wonderful CRM tool for small size businesses, it allows us to keep global inquires well-organized in a timely manner. We are able to reduce the spam and to streamline our processes. I work as customer service and this tool helps me to better interact with customers and to assist them from the very beginning.

What aspects are problematic or could work better?

The integration with facebook messaging is not great, as soon as we switched to Zendesk we don’t get notification about facebook messages and when we answer from this product it appears as new messages instead of like a response. So we had to turn this notification off. Also, they need to improve the notification to personal email because we don’t get all of them and sometimes I cannot see the customer response in time.

What specific problems in your company were solved by this product?

We had lot of trouble before using Zendesk, we used email account so we can perform customer service and we couldn’t respond to their questions and requests immediately and we had lot of problems with spam mails. Thanks to Zendesk, now everything is streamlined and well-organized, we are able to perform more productive and professional services to our customers.

Are you a current user of this product?

Yes

USER DETAILS

What is your role with this product?

  • I use it myself

How long have you been using this product?

Less than 1 year

COMPANY DETAILS

What is your company size?

11-50 Employees

What is your industry?

Consumer Goods

USAGE & IMPLEMENTATION

Did your company use a different software before this one?

no

How many people in your company actively use this product?

several employees

PRICING & COSTS

How long is your contract with the vendor?

1 year

FEATURE DETAILS

No information provided by the reviewer.

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