Zendesk Suite
ZendeskExternal reviews
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Maximizes efficiency and customer tracking
What do you like best about the product?
The omnichannel support tools in Zendesk have been extremely beneficial for our customer support team. We can be efficient and maintain a relationship with our customer base.
What do you dislike about the product?
The Zendesk Support Suite can be overwhelming. There are plenty of support articles and a support site that is a great resource to help learn how to use the system.
What problems is the product solving and how is that benefiting you?
Through integration with our phone system, we are able to track customer phone calls and access a library of communications with our customers including phone calls, chats, support tickets, emails, and messaging.
Recommendations to others considering the product:
If you are expanding into omnichannel support, or need a way to track and customize user experience across multiple brands, Zendesk Support Suite is an excellent tool.
Flexible and ready out of the box.
What do you like best about the product?
The possibilities with Zendesk keep expanding. I have been using the tool for years and the features and available apps just keep growing. It is an easy-to-use experience for support agents and customers.
What do you dislike about the product?
The UI in the admin section can be hard to use. There are so many settings and places to make changes in the configuration, I often have to search the knowledge base to figure out where they are in the admin pages.
What problems is the product solving and how is that benefiting you?
We are building a customer self-service platform and a technical support case management system. This will allow our customers to get support while we maintain a small support team as we grow from a start up to a fully-featured support organization.
Service review
What do you like best about the product?
Support request to handle and resolved the issue
What do you dislike about the product?
N/A as of now i don't see anything that i feel dislike about the software
What problems is the product solving and how is that benefiting you?
Zendesk support is helping businesses to mitigate the risk.
Quick & Professional
What do you like best about the product?
Seamless interaction with customers that has transformed our operation
What do you dislike about the product?
Some basic features missing that are available on other platforms
What problems is the product solving and how is that benefiting you?
Zendesk has transformed the way we interact with our customers whilst also making our operation more efficient
Very quick and friendly replies!
What do you like best about the product?
This is very user-friendly- the support was helpful and quick to reply. Our usage for the Zendesk tool is primarily for emailing our customers but we also take advantage of the Widget form for our support center and blogs
What do you dislike about the product?
Some of the FAQ pages are outdated/ old so it can be difficult to navigate issues without the help of the chat support. I've recently taken over the Zendesk Admin position at my company and learning about the tool on my own can be frustrating
What problems is the product solving and how is that benefiting you?
Communicating efficiently with customers
Zendesk Macro Help
What do you like best about the product?
The Zendesk support was very helpful and easy to communicate with an agent
What do you dislike about the product?
I would have preferred the wait time to have been shorter to work with an agent
What problems is the product solving and how is that benefiting you?
Zendesk support helped me solve an issue with macros that I was having
So easy to use and improves efficiency of IT team
What do you like best about the product?
The built-in automations, triggers, and statistics
What do you dislike about the product?
Needing a third-party plugin to migrate tickets from another system
What problems is the product solving and how is that benefiting you?
Logging calls and chats in addition to web tickets. We couldn't do that before.
Recommendations to others considering the product:
Try all of the tools that come with Zendesk because they may be worth it.
A customer communications suite that provides excellent service.
What do you like best about the product?
We needed a knowledge management solution for all our technical guides. We quickly switched our helpdesk over and have also been taking advantage of the live chat functionality, which has steadily replaced our phone support channel (customer preference). What I like best is that my entire team has one unified platform for customer communications.
What do you dislike about the product?
There is little to dislike. The thing that made us pause before adopting the platform was the price compared to our existing solutions. In retrospect, it is worth the investment.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite solves the challenge of reliably tracking our responses to each customer service issue that we are responsible for. Everything related to billing, tech support, and user training is communicated through Zendesk.
Recommendations to others considering the product:
If you aren't a super technical person, make sure you have the buy-in and attention of someone on your team that is. I needed help with setting up the integrations between platforms. At the end of the day, we were fine, but I could see it being a challenge if a customer service manager had to implement this alone on their end.
Very user-friendly. So many options and features. Love the analytics aspect (Explore)
What do you like best about the product?
Explore - the analytics aspect because it's very helpful to track our agents' performance, our ticket volume as a whole and individually, and our customer satisfaction rates.
Also love LiveChat.
Also love LiveChat.
What do you dislike about the product?
I dislike that non-spam emails sometimes come to the Suspended tickets box. I dislike that the Salesforce widget doesn't always work. I dislike that requestors cannot see the email addresses we CC on tickets. Not enough options for customer satisfaction ratings on the customer's end
What problems is the product solving and how is that benefiting you?
Clients not knowing how to access certain features in our database in order to meet certain business needs.
Clients facing Product issues within our database.
making our work more efficient.
Clients facing Product issues within our database.
making our work more efficient.
Ultimate AI
What do you like best about the product?
Team:
The team is always ready to assist when we have questions or problems.
We've had quite thorough and deep conversations about our needs and how to tackle them with the current product and future development.
Product:
Any changes that we make to the content happen rapidly and visually the dashboard is clean and nice to use.
I was surprised by how well the AI worked in the beginning even with a small amount of data.
The team is always ready to assist when we have questions or problems.
We've had quite thorough and deep conversations about our needs and how to tackle them with the current product and future development.
Product:
Any changes that we make to the content happen rapidly and visually the dashboard is clean and nice to use.
I was surprised by how well the AI worked in the beginning even with a small amount of data.
What do you dislike about the product?
In our case, we would like to have more specific intents and fewer combined ones. Customers don't make it any easier as their questions are often quite broad and the AI cannot make sense of the message. A human usually wouldn't either and a follow-up question is needed.
What problems is the product solving and how is that benefiting you?
Basic tasks that previously required a person to solve, can now be solved between the customer and the AI. This has given us more time to take care of more complex cases faster.
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