The ConnectWise system is ticketing, made easy. If you are a business owner, whether it be small or large, think about your various amount of clients, and how they present service requests. Does it affect your business? If it does, you need to have a machine in place that monitors everything to prevent things from sliding by.
ConnectWise’s effective ticket-management policies permit you to bring everything under one roof with clients. For instance, anyone from the finance department, sales department, to the Chief Executive Officer, can rapidly analyze the status of your customers. It not only provides clients with a multitude of options but increases productivity.
Every product has cons. The ConnectWise system is much more complicated than its competitors, but it runs very well, and it does have the occasional bug. Four years ago, ConnectWise had serious complaints about their customer service, but they listened to the complaints and have become very colleague-centric. Unlike Zendesk, they also have a suggestion box, and they always ask customers for feedback.
Zendesk is not as complex as ConnectWise. In fact, it is easy, and if you have any questions, the customer support staff is more than willing to assist you. The company revolves around three tenants: support, self-service, and engagement. It works very well and over 60,000 companies trust ZenDesk for those very reasons.
The cons are very minimal, but with innovation, it should not be a problem. The user-interface is not user-friendly on touch-screen devices, and many people rely on those machines in today’s world. Furthermore, if a client has an issue and needs to contact support, they have to create a separate username and password to submit a ticket. That can get confusing for the average person.
Have you ever used Yahoo or WikiAnswers? If so, do you recall how each website will suggest answers to you after you have submitted a question? Zendesk could become an easier tool to use if they did implement something similar. Again, the customer support staff is tremendous, but they can get backed up with calls and other inquiries like any other business. So, this addition would be huge.