What does the company do well? We use Zendesk on our corporate site to help handle customer service issues. We recommend it to all of our clients that are looking to add a chat feature to their site. We love that it integrates through your email and phone. So even if you're busy, you'll get a text notification that someone is trying to chat, or an email if too much time passes.
What does the company not do well? For us we struggle with having the availability to mange responses coming in through Zendesk. While that's not the softwares fault at all, we just struggle with the volume of chats. Overall we've been very happy with how it works!
What do you wish you had known about the company before using? You need to have the right staff in place to be able to support this application. When you start getting live chats, you need people to be able to manage this. As long as you have someone in the office to answer replies you should be alright.
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