Research: Migrating from Zendesk to Salesforce

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Hi,
I am looking to get some feedback from our community on a help desk case management question.

For those of you using Zendesk, have you considered a move to Salesforce's Service Cloud? If so, what are the defining factors that will shape your decision?

If you are using Zendesk, or any help desk for that matter, how critical is integration with Get Satisfaction and what type of integration is most valuable to you:
1) Topic-to-ticket
2) Federated search
3) Issue status link-and-sync

Feel free to email me directly if you would rather not post your answer for all to see, my email is jeff@getsatisfaction.com. Thanks in advance.

Jeff Nolan, Champion

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Posted 3 years ago

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Paul Reeves

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I am in the process of migrating from Zendesk to Service Cloud now. Did GetSatisfaction actually make the move to Service Cloud? If so, can you share any lesssons learned?

We use SFDC for all our customer data so it makes sense from a management perspective. We do all our reporting in SFDC and having tickets in Zendesk/Gooddata meant our leadership had less visibility into Support's contribution.

Also, Zendesk is missing some queue management features like round-robin assignment and real-time ticket distribution viewing/management.

That said, this is what I've learned so far, 2 months into the migration project:
--SFDC is 3-4X more expensive, and this cost will only increase as you add more named customer licenses.
--Zendesk has more useful integrations enabled as part of the core platform (I have to integrate with Jira and Twilio separately).
--SFDC is very powerful and very complex (READ: very few useful components out-of-the-box. Zendesk/Goodddata have lots of precanned reports that were helpful)
--I'll have to build own feedback mechanism (Zendesk sends a feedback survey to the person who filed the ticket automatically).

The bottom line, SFDC offers great power but to leverage it you'll have to become an SFDC expert, which is probably a good thing.

Jeff Nolan, Champion

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Hi Paul,
Yes, we did migrate from Zendesk to Service Cloud. It's a learning curve, no doubt, but the integration of customer records to case activity to community is pretty powerful, and the workflow/notifications that are available in Service Cloud makes the effort well worth it.

I will ask someone from our customer care team to weigh in.

Caty, Employee

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Hi Paul!

So sorry for the delay in getting back to you. :) While we were working with a contractor through most of our SFDC setup process, there were definitely a few lessons learned.

For instance, it's crucial to get your agent notifications set up properly. For awhile we didn't have ours set up correctly, so the only way our team would know if someone had replied to the case was to go into the case and manually check.

Also, like you mentioned, Salesforce is a very powerful tool. For most, there's already a ton of customer data in Salesforce (from your sales/ marketing teams), so it would make sense to leverage that when setting up Service Cloud. For us, leveraging the existing data helped our team to get a truer 360° view of our customers. We were able to get a heads up on the conversations they were having with other departments prior to reaching out to them, which in turn helped to improve our customer's overall experience.

Hope that helps a bit! I'll ask a couple other team mates and see if they have anything else to add.

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