Zendesk Sunshine Reviews 2022

SunCO is the most efficient way for you to have access to a set of APIs to make connections in your social channels connected to Zendesk. With this it is possible to create a series of innovative experiences in the contacts of our customers.

It runs smooth and easy. It keeps all your tickets organized, you can work your chats and send emails all within the same system, you can even send emails while on a live chat all within the same ticket. Transferring chats or tickets is easy, looking up customer accounts or other employees is easy, the whole system just works and runs really well.

The quick way in which the CXP team can adapt to the tool and ease of uploading macros, we use many tools as Zapier or a menu bar like Okta for integrate all the apps.

Zendesk auxilia de uma forma intuitiva nos atendimentos e nos preparativos.

Best platform for omnichannel chat experience. Can Integrate with third-party chatbot platforms like DeepConverse, Ada etc.

What do you dislike about Zendesk Sunshine?

What frustrates us the most about the platform is the fact that we don’t have documentation and support in Portuguese BR, but in general the tool serves us very well and the support is super helpful when needed.

The only real downside is working through unassigned tickets. It used to show you a list to select ones that fit your job/department but that changed with an update and now it shows you the newest unassigned ticket first and you have to either work, transfer, or skip to get to the next ticket, etc.

I don’t like that it’s a bit slow to open when connected to a VPN for example, the fact that it’s difficult to filter emails by category can be tedious, in the slowly of VPN

As vezes, a Zendesk pode travar e selecionar o atendimento errado.

Nothing for now. They are evolving and adding more integration partners to the list.

What problems is Zendesk Sunshine solving and how is that benefiting you?

As I said above, the ease of connecting our social channels via API is super useful and has helped us a lot. It was also possible to integrate a Chatbot and create an innovative experience with connections in our other business tools.

It keeps everything organized in one place to make things faster and easier for agents. You don’t have to open up a separate ticket or system to send a email, works chat, etc. Everything is contained within one system and you can perform multiple actions in a single ticket to keep things from getting lost. It makes my job easier and my customer interactions more streamlined.

The problems we solve with the ease of responding to e-mails from different campaigns, we are more productive by being able to engage the CXP team ti have an organized inbox

Está auxiliando aos atendimentos de alto impacto e redes sociais.

FEATURES

• AI/Machine Learning
• Automated Responses
• Automated Routing
• Chatbot
• Customer Support
• Natural Language Processing
• Virtual Assistant

Pros

The biggest pro came today. Whatsapp Business integration. Smooch is the go to option to let your bot or messaging platform talk to anyone on almost any platform. I work with clients globally. This means I ahve accounts on social netoworks that may only be for a handful of people. The ability to talk to my client on a space they are alreay on and comfortable with is very important. We all know the pain of onboarding people to a new routine. I prefer to adapt my backend to welcome all who come knocking on my companys door. The site is easy to use and the integration catalog is always growing. Questions are answered quickly.

I hated every aspect of using SunCo or Sunshine Conversations.

Cons

So far, after more than a year of testing, I can say I have not had any issues. Any issues have been responded to promptly and efficiently

It was SaaS that came forcefully bundled with Zendesk. I had convinced my team to shell out money of several thousand dollars in advance for this software. We simply wanted to make WhatsApp conversations work in the same CRM as web chats and emails.

 Pricing

Starting From: 

$495.00 /month

Pricing Model: Flat Rate

• Yes, has free trial

• No free version

PRICING DETAILS (Provided by Vendor):

Starter: $495/month Premium & Enterprise: contact Zendesk for pricing information.