G2

Sandeep Kumar C.

Senior Gainsight Adminstrator

Mid-Market (51-1000 emp.)

12/22/2023

"Zendesk has improved our CSAT and NPS"

4.5/5

What do you like best about Zendesk for Customer Service?

1. Chat, Call, Customization, and easy masking of PI and PII.

2. Zendesk macros help us to save a lot of time for our agents and able to manage tickets in a better way by queuing.

3. SLAs can be easily managed in Zendesk and altered at any time.

4. Mass communication can be sent to bulk tickets.

5. Similar tickets can be merged easily.

6. Multiple levels of support can be managed. Review collected by and hosted on G2.com.

What do you dislike about Zendesk for Customer Service?

1. Better integration of Client documentation or client knowledge base so Level 1 can be easily deflected.

2. A better way to identify multiple people's efforts on a ticket. Review collected by and hosted on G2.com.

What problems is Zendesk for Customer Service solving and how is that benefiting you?

1. We use Zendesk to help customers log support tickets and it is the first step of communication for our customers for any product-related queries.

2. This helped us to manage ticket volume over a team size of 50.

3. Zendesk Dashboards helped us to identify the ticket load on each agent and ticket volume can be evenly distributed.

4. We use Zendesk Dashboards to show the quarterly metrics to management. Review collected by and hosted on G2.com.

Response from Zendesk Sam of Zendesk for Customer Service

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It's a delight to hear all your thoughts, comments, and suggestions, Sandeep. We're glad to hear that the system was able to help improve your CSATS and NPS. Our team is always looking for ways to grow and improve — we'll make sure to take note of your feedback.

Feel free to check out our Community Forum here: https://support.zendesk.com/hc/en-us/community/topics