Zendesk Suite
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Zendesk Support Suite
What do you like best about the product?
We ultimately choose Zensesk as our CRM because everything is integrated in one place - chat, email and phone. It really creates a great agent experience which in turn creates an even better customer experience.
What do you dislike about the product?
We are a small organization and don't have the staffing to hire a developer, so learning some of the complexities with Zendesk can be challenging as we scale.
What problems is the product solving and how is that benefiting you?
Our last CRM was more segmented and disjointed and Zendesk was easy to deploy and get up and running quickly.
Zendesk is so powerful and useful to use
What do you like best about the product?
Integration automations and capabilities with other apps.
What do you dislike about the product?
Some configurations are still not ready.
What problems is the product solving and how is that benefiting you?
It´s helping us with customer succes. It's the best tool for our agents
Superb Zendesk
What do you like best about the product?
We are now getting real time engagements with our customers. Also, setting up is easy. If you get on a hurddle, zendesk support team is there to help.
What do you dislike about the product?
For me I dont see any downsides. Zendesk works for us
What problems is the product solving and how is that benefiting you?
Zendesk solves realtime inquiries from our customers in multiple channels
I constantly have specific questions about the product and support always provides accurate answers
What do you like best about the product?
I like zendesk for its great feature set for building a quality support department. It's convenient to have all appeals in one place, track analytics, and easily create articles in the help center for both my clients and agents.
What do you dislike about the product?
Some additional features are missing:
- internal SLA
- custom ticket statuses
- agent statuses for working with tickets, chats and calls
- ticket routing
- support of other languages in the answer bot
Most of this has already been announced by zendesk. So I'm looking forward to the these improvements
- internal SLA
- custom ticket statuses
- agent statuses for working with tickets, chats and calls
- ticket routing
- support of other languages in the answer bot
Most of this has already been announced by zendesk. So I'm looking forward to the these improvements
What problems is the product solving and how is that benefiting you?
The main problem that zendesk suite solves is that the entire history of communication with customers is stored in one place
Recommendations to others considering the product:
With the choice of zendesk suite you get a powerful tool to build your support. Chats, emails, calls, social networks - all in one place. In addition, you will be able to track analytics with the powerful Zendesk Explore tool
Highly customizable, easy to use
What do you like best about the product?
Stable, comfortable. Easy to use and get around with lots of insights.
What do you dislike about the product?
Takes long enough to find how to reach out to the support team directly but the chat reps help find the relevant topic and provide further explanations. For some reason they disabled the sort by subject which is weird because it was super useful. Also I think there could've been easier ways to answer to multiple tickets simultaneously.
What problems is the product solving and how is that benefiting you?
We've been using Zendesk for years to manage customer tickets and split work between agents. We can get insights on the response times and easy to use macros, lot of ways to organize tickets.
With zendesk support suite we offer quality customer service
What do you like best about the product?
It allows the creation of automatic responses to the most common requests from our customers, allowing us to serve more customers in less time. The chat allows the sending of attachments and screenshots, in order to more efficiently help customers and solve problems. The software also has a call guide, which allows us agents to respond quickly and timely to particular customer requests.
What do you dislike about the product?
The price may be a bit high compared to other similar software, although we feel that the quality of the tools and functions offered is worth the price. Its weak point is the customer service, because when we have had technical difficulties, we have had to resort to external technicians to solve the problem, since zendesk's technicians do not solve it.
What problems is the product solving and how is that benefiting you?
We have worked with many software for customer service, but zendesk undoubtedly surpasses them by far, as it encompasses in a single control panel, all the communication channels we have with customers. From phone calls, text messages, live chats and even social networks. Its service ticket management allows us to organize and prioritize requests, making our work easier.
Recommendations to others considering the product:
If you need a program to group all communication channels in a single control panel, this is the ideal program, because you will be able to serve customers quickly and effectively and meet every demand in record time. This has undoubtedly achieved that our customers are more satisfied with our service and feel the confidence in our team. We highly recommend this program.
Zendesk support team helps me solve problems
What do you like best about the product?
Having a quick chat client is useful to start the process to solve a case. I also appreciate the quick response times. Tickets are solved quickly for my issues.
What do you dislike about the product?
I think the support forums show we all see the same issues but no one has posted up real solutions in years.
What problems is the product solving and how is that benefiting you?
I appreciate them solving my issues with custom automations and support based questions.
Customer Support at Skillshare
What do you like best about the product?
Zendesk is a staple amongst the customer-centric platforms. They're a beacon of what support teams look for and provide top notch support for questions any and every team may have!
What do you dislike about the product?
Some things can be a bit clearer and easier to attain. Not everything is as easy to find as you'd hope it to be. Explore is a new tool where they provide GREAT staple metrics, but if you want to find more niche information on a global audience, it'll be difficult.
What problems is the product solving and how is that benefiting you?
Support for our customers.
Self service.
Providing how-to articles.
Self service.
Providing how-to articles.
Recommendations to others considering the product:
Dedicate a lot of time towards building out a scalable module when kicking off Zendesk.
This product is so incredibly customizeable!
What do you like best about the product?
There are so many configuration options it's great.
What do you dislike about the product?
There's a lot to learn when setting up, but once you have it down it's easy to just duplicate your work.
What problems is the product solving and how is that benefiting you?
Routing customers to multiple businesses
A tried and true product with an unbeatable customer success and support team.
What do you like best about the product?
I love the easy-to-use and customizable interface, which rarely if ever requires engineering know-how. I love their reporting suite (Explore). Its versatility and ease of use is second to none. Zendesk puts its competitors to shame (I'm looking at you, Salesforce :)
In addition, the price is very sustainable and allows companies to scale when and how they need to.
Lastly, our account manager has been uber responsive and interested. They also don't cycle you through a million account managers. We truly feel like Zendesk cares about our company and its customers.
In addition, the price is very sustainable and allows companies to scale when and how they need to.
Lastly, our account manager has been uber responsive and interested. They also don't cycle you through a million account managers. We truly feel like Zendesk cares about our company and its customers.
What do you dislike about the product?
The only downside is that if you use their api to customize your Zendesk instance and encounter issues, Zendesk support will not be able to help troubleshoot. This makes sense though since they have no control over what a customer does with their api. However, they more than make up for this by offering consulting services to remedy issues like this.
What problems is the product solving and how is that benefiting you?
Zendesk provides the most stable platform ever for communicating with your customers. The interface is straightforward, When they make changes, we know well in advance. Zendesk saves us time and money and mitigates aggravation. I have been using their product for many years and could not be happier.
Recommendations to others considering the product:
I would suggest taking Zendesk's free trial for a swing if you're considering several CRMs. There is a reason they're still around and popular.
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