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BharatR - PeerSpot reviewer
Product Marketing Manager at a educational organization with 201-500 employees
Real User
An cloud-based customer service platforms sold on a software-as-a-service (SaaS) model
Pros and Cons
  • "I found the user experience with vendors on Zendesk to be straightforward, especially when it comes to understanding and searching for specific tickets. The search and navigation tools are easy to use, and I haven't encountered any issues with delays or communication gaps in ticket resolutions."
  • "As per me, there arent much significant issues or areas for improvement with Zendesk, as my usage of it is limited. I appreciate its ability to organize tickets effectively based on tags, allowing me to easily gather and analyze customer feedback and requests."

What is our primary use case?

My use case for Salesforce Essentials is focused on gathering market insights for new feature releases and product launches. I utilize Zendesk to collect information from customer tickets regarding changes in features, new feature requests, and customer feedback helping me understand customer patterns and preferences, and guide my planning for product launches and updates.

How has it helped my organization?

This solition helps me on improving customer service by addressing issues related to UI complexity, user experience, and feature requests based on feedback gathered from Zendesk tickets.

For example, if customers express difficulty in navigating the platform or request new features, I use this information to make improvements and collaborate with the product team to implement necessary changes.

What is most valuable?

I found the user experience with vendors on Zendesk to be straightforward, especially when it comes to understanding and searching for specific tickets. The search and navigation tools are easy to use, and I haven't encountered any issues with delays or communication gaps in ticket resolutions. 

What needs improvement?

As per me, there arent much significant issues or areas for improvement with Zendesk, as my usage of it is limited. I appreciate its ability to organize tickets effectively based on tags, allowing me to easily gather and analyze customer feedback and requests. 

For how long have I used the solution?

I have been using Zendesk for the past 2 years. 

What do I think about the stability of the solution?

The platform has been stable and mature, with no reported issues or difficulties in usage from our customer success teams.  

What do I think about the scalability of the solution?

My experience with Salesforce Essentials has been positive in terms of scalability and I’ve witnessed organizations scale rapidly.

Which solution did I use previously and why did I switch?

I believe Zendesk and FreshDesk are among the better tools available, especially for medium-sized businesses scaling up. But I haven’t used them personally. I've heard that Zendesk is more popular and commonly used in customer service-related functions.

How was the initial setup?

I'm using the cloud version of Salesforce Essentials, so we haven't customized it using APIs or deployed any specific configurations.

What other advice do I have?

I would rate Zendesk as 8 out of 10 based on my experience. There's room for improvement in terms of usability, navigation, and implementing AI elements like chatbots for quicker access to information. I would recommend Zendesk to others. 

Disclosure: I am a real user, and this review is based on my own experience and opinions.
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Salesman at Manacor
Real User
Top 20
Supportive analytics features but needs to improve in the area of pricing
Pros and Cons
  • "The product's initial setup phase was straightforward."
  • "The product's high price is an area of concern where improvements are required."

What is our primary use case?

I use the solution in my company to follow up on opportunities and activities.

I use the CRM part to open up new opportunities and follow up with a lot of opportunities since I work as a manager.

What is most valuable?

The most valuable features of the solution stem from the fact that the tool is fast and easy to use, and sometimes, Salesforce Service Cloud is not just a single app like Microsoft Dynamics 365 CRM. Salesforce Service Cloud is adding more and more interfaces.

What needs improvement?

The product's high price is an area of concern where improvements are required.

There are some imperfections in the product's stability, and it is an area where improvements are required.

For how long have I used the solution?

I have been using Salesforce Service Cloud for four to five years.

What do I think about the stability of the solution?

Stability-wise, I rate the solution a seven out of ten.

What do I think about the scalability of the solution?

It is a scalable solution. The product can integrate with Outlook, so you don't have to always go back to look at this CRM part of the tool. You can open new contacts or opportunities from Outlook, which is useful.

More than 200 people in my company use the product.

There are no plans to increase the use of Salesforce Service Cloud in my company since we switched from it to Microsoft Dynamics 365 CRM.

What about the implementation team?

The product's initial setup phase was straightforward. There weren't too many complexities in the product's setup phase, as the tool can be installed straight out of the box.

The solution is deployed on the cloud.

What was our ROI?

The ROI is visible, considering that the tool is useful for following up on opportunities and figuring out the money or income a business can earn in the upcoming quarters of a year. The product helps you see and follow up on activities while allowing you to see your clients and help you decide who should work with you and who should not.

What's my experience with pricing, setup cost, and licensing?

The product is expensive. There is a need to make yearly payments towards the licensing costs attached to the product.

Which other solutions did I evaluate?

My company switched from Salesforce Service Cloud to Microsoft Dynamics 365 CRM.

What other advice do I have?

The product was fine, and it improved my company's customer service response time.

I don't remember using the AI capabilities of Salesforce Service Cloud, but I do know that such functionalities were used in Microsoft Dynamics 365 CRM.

The product's analytics features support our company's service improvement strategies greatly and fantastically.

I recommend the product to those who plan to use it since it is easy to use and understand the tool. The product may not be that easy when you want to open a new opportunity, and you really need to opt for a straightforward approach when using the tool.

The impact of Salesforce Service Cloud on other systems that impacted our company's workflow efficiency varies since earlier, my company used to work with SAP, and the integration is fine as long as you use the connectors. Salesforce Service Cloud can be connected with Microsoft products, but it can be difficult to connect it with the SAP ERP.

I rate the tool a seven out of ten.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
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