Zendesk Sunshine Conversations

Score7.8 out of 10

8 Reviews and Ratings

What is Zendesk Sunshine Conversations?

Zendesk's Sunshine Conversations (formerly Smooch.io) lets users unify messages from every channel into a single conversation, and build interactive messaging experiences anywhere. Smooch was acquired by Zendesk in May 2019.

Categories & Use Cases

Alejandro Huerta

COO (Chief Operations Officer) in Customer Service at INTERTEL (51-200 employees employees)

Use Cases and Deployment Scope

We have been users of Zendesk Sunshine Conversations (formerly Smooch) for tech support for more than 8 years, and when we found out that Zendesk Sunshine Conversations (formerly Smooch) was coming out with a formal messaging solution for WhatsApp and similar messaging services, we asked for a test drive. We have been using it for 3 months and it has helped us with our requirements as far as contacting users via text messages.

Pros

WhatsApp Integration
Support Tickets via Text
Live chats
Integration with ZenDesk
Integration with SalesForce
Usage Report Generation

Cons

Support for special characters (ñ and accents)
Better integration with exsiting tickets in ZenDesk
Android App is lacking
Support for mobile browsers
Support for iOS devices

Most Important Features

ZenDesk Integration
Live Messaging
Productivity reports
It will get better with time, the same thing happened with ZenDesk at the beginning

Return on Investment

Add another way of contacting our users
Add more detail to our tech support tickets
Offload some of the follow up requirements from the engineer to the coordinator

Alternatives Considered

WhatsApp Business

Other Software Used

Salesforce CMS, Jira Software, Microsoft 365 (formerly Office 365)

Deepa Kumari View profile

Campaign Specialist at Uplers (501-1000 employees employees)

Use Cases and Deployment Scope

Zendesk Sunshine allows us to communicate more effectively with our customers. Zendesk Sunshine is an omnichannel chat platform that can be easily integrated with any platform. This platform allows us to track support messages from clients. From a low 10% user engagement rate, we are now a high 57% engagement rate.

Pros

Creating support ticket
Distributing tickets among agents
Integration

Cons

Pricing
Customer Support
Managing Aadmin center

Most Important Features

Interacting dynamically with customers.
Bussiness system intgeration
Social Media Integration

Return on Investment

Increased Sales
Reduce operational cost
Improve support

Alternatives Considered

HubSpot Sales Hub

Other Software Used

HubSpot CMS Hub, WebEngage

Mohammad Rashid Raza View profile

Technical Lead in Information Technology at GSPANN (1001-5000 employees employees)

Use Cases and Deployment Scope

We are using Zendesk Sunshine Conversations as a chatbot and integrating it with our portal to make communication easy for our website users. Zendesk implementation helped us easily answer the basic queries of users using chatbot this way we minimize the calls to our customer care representatives and save the effort and cost.

Pros

Provide convenient service 24x7
Lower the burden of employees and serve more users at a time

Cons

Everything I found good, no improvement as of now

Most Important Features

Instant messaging
Answer bot to automatically send email, chat, message on slack

Return on Investment

Overall I have great experience with Zendesk Sunshine Conversations

Other Software Used

Adobe PhotoShop, Apache Solr, Apache Maven, Maven, Atlassian Confluence, Box

Verified User

C-Level Executive in Corporate (51-200 employees employees)

Use Cases and Deployment Scope

We mainly use Zendesk to improve our customer support experience ensuring the right people are involved in the right conversations while keeping everything integrated in our own business systems. This help our support team and customers get the right information in the right time. Zendesk has significantly reduced operating costs when onboarding new users and decreased our churn rate because of a better customer experience. It's easy to implement Finally, the support team is always kind and helpful.

Pros

Engage customer experiences
Integrate with your most important systems
Accompany customers across their journey

Cons

More integrations
Support time
A few glitches

Most Important Features

Compliance
Reduce pain points
Automate our onboarding process
Provide help in multiple channels

Return on Investment

Reduced onboarding costs
Reduced operative costs
Replaced other alternatives under one single solution

Alternatives Considered

Intercom

Other Software Used

Intercom, HubSpot CMS Hub, Bitrix24, ActiveCampaign

Verified User

Manager in Marketing (201-500 employees employees)

Use Cases and Deployment Scope

We use Zendesk Sunshine Conversations (formerly Smooch) to communicate with our IT customers and for our Help Desk Team. Being able to have an effective mode of communication is extremely important when you are trying to diagnose an IT issue and its part of our revenue model. This connects every piece for us and our clients and creates a happy environment.

Pros

Connects all customer data
Easy to connect
Easy to use reporting

Cons

Could use better use-case icons
Support isn't quick to reply
Difficult to find archived tickets

Most Important Features

User friendly
Easy reporting
Customer Morale is Boosted

Return on Investment

ROI is positive
Employee Morale is high
Leadership can effectively monitor numbers for KPIs

Alternatives Considered

Salesforce Service Cloud