Lack of employee accountability creates botched renewal and customer downtime
What do you like best about the product?
Technology is decent, including bot add ins.
What do you dislike about the product?
There is a fundamental working challenge with this company which stems from their decision to move away from people-based accountability for supporting customer accounts. Like some other companies, ZenDesk moved solely to a ticketing based system where internal gig-style employees can pick up a ticket and help move things forward. Conceptually I can see where this could result in a 24 hour engine of support to ensure forward progress. However, the end result to the customer is that the lack of any individual accountability results in no one else having any empathy for the customer and seeing customer challenges from initial ticket through to completion. Team members are tagging other internal team members on the customer facing ticket to help each other understand what needs to be done to sign a contract. Our experience on our renewal has been one of the most embarrassing demonstrations of customer success for a company that is supposed to help you with customer success.
Because of the challenges in getting a consistent person to know what is going on and see what needs to be done to keep our account active, the account has "lapsed" twice, shutting down our customer ticketing and learning center requiring us to notify our end users on two different occasions. During each outage, the tickets are not met with any urgency or display of any empathy for this customer, despite the ball being in their court for most of our issues.
As the CEO of a health tech company, I hope that this experience is one that can help influence other decision makers when considering ZenDesk. I would strong recommend that you consider a different solution, one that prioritizes customers with a full team of responsibility and accountability with people owning the process for customer success and renewals.
Because of the challenges in getting a consistent person to know what is going on and see what needs to be done to keep our account active, the account has "lapsed" twice, shutting down our customer ticketing and learning center requiring us to notify our end users on two different occasions. During each outage, the tickets are not met with any urgency or display of any empathy for this customer, despite the ball being in their court for most of our issues.
As the CEO of a health tech company, I hope that this experience is one that can help influence other decision makers when considering ZenDesk. I would strong recommend that you consider a different solution, one that prioritizes customers with a full team of responsibility and accountability with people owning the process for customer success and renewals.
What problems is the product solving and how is that benefiting you?
End user support tickets, training and education resource hosting.
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