Zendesk Suite
ZendeskExternal reviews
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Excellent Comprehensive Support Program!!
What do you like best about the product?
I love the support page for agents. They can access all channels from one view and switch between communications types like email and chat all in one page. Then as Admin we can give analytics through Explore for our agents. I love how customizable Zendesk is to personalize the program for our company.
What do you dislike about the product?
Because there is so much information, it can be hard to sift through the support articles to find our own answers. Also, because there is so much that can be customized, it would be nice to have more resources on how to get/pay for consulting help on how to properly customize our zendesk.
What problems is the product solving and how is that benefiting you?
It allows our agents to efficiently resolve customer problems and keep everything organized. Also, having so many channels of communication allow our end users a variety of options and communicate with us on their preferred channel.
Recommendations to others considering the product:
It is a great option for a comprehensive support program.
Easy To Integrate, Use, and Deliver
What do you like best about the product?
I've used a handful of other support tools and none stack up to Zendesk when it comes to value. Sure, there are a few that offer more bells and whistles, but none that can offer this level of integration at such a low license cost. I recently had our CS team switch to Zendesk because it offered a reduction to a single screen by consolidating email, chat, phone, sms, messenger, and direct integration to our ERP. We also pulled off the migration in just a couple of weeks with very little support.
What do you dislike about the product?
I wish that Zendesk offered a single screen view of a conversation over multiple "tickets" with a customer ala Gladly. That said, I find very little to complain about with this setup.
What problems is the product solving and how is that benefiting you?
Zendesk support creates efficiencies in customer service by allowing us to reduce our footprint to a single screen. By doing so, we're able to answer more tickets with fewer staff.
Zendesk Support for Goodlife Clothing
What do you like best about the product?
Zendesk offers assistance with help via chat and it is is really quick and thorough, I use Google Chrome.
What do you dislike about the product?
I can honestly say that I have been happy so far with the support they provide
What problems is the product solving and how is that benefiting you?
I needed to add an agent to our existing account, and this person was still logging in as a customer with an old email. Zendesk was able to assist
Zendesk does CX well
What do you like best about the product?
The tools work great, the reporting dashboards are easy to navigate & customize to meet our needs. Ease of integration for new tools, too, such as our new Zendesk Talk line, was nearly effortless.
What do you dislike about the product?
I understand the why... But I don't like that they've made it more difficult to reach out for personal help. The create a ticket page for zd support is like a ghost now. I like to just talk to someone to get a solution. It's what we do in this business.
What problems is the product solving and how is that benefiting you?
It connects me to my customers. Furthermore it gives me the tools to connect my leadership team to our customers to make sure they are making decisions with empathy for our customers.
Recommendations to others considering the product:
Zendesk is the best all in one support center / email / chat / phone / reporting solution.
Very knowledgeable support team
What do you like best about the product?
We really like the customisations that are possible with the suite. The triggers are one of my favourite pieces within the Suite. The amount of integrations and plugins is also one of the key features we use
What do you dislike about the product?
I dislike the complexity to create the dashboards and how long it takes to create them. The complexity does cause some confusion and some inconsistent figures in the dashboard
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps us manage our whole support workflow, from raising a ticket to documentation management. Zendesk also allows our users to provide feedback on their experiances.
Recommendations to others considering the product:
Zendesk Support Suite offers the complete package from live chat, to tickets, to documents.
Great experience, he truly took the time to investigate the issue and provide solutions.
What do you like best about the product?
The live chat feature was the most helpful. Being able to send a screenshot or give access to my account for assumption was very helpful and took the work away from me as an agent.
What do you dislike about the product?
I didn't find a feature of zendesk support suite that I didn't find helpful. My problem was solved in 2 minutes. My guy iliam helped me from the start and gave me a great solution.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite is solving the rare yet frustrating technical support issues that may arise in zendesk. Their customer service representatives are very attentive and quick.
Fast resolution and great support!
What do you like best about the product?
I entered a support ticket and had a first response within minutes! I love great support! Zendesk is also easy to use and their help and training files are well written and easy to understand. We recently purchased dedicated support for reviewing our account and making changes to improve how we use it and we learned so much! Everything was great!
What do you dislike about the product?
I honestly don't have any dislikes - anytime we have any issues we report them and they are resolved quickly and efficiently. I appreciate good service and response for any issues or bugs!
What problems is the product solving and how is that benefiting you?
We couldn't log in (temporary bug) and we reported it and received a speedy response and the issue was resolved within the hour. We were able to log in again and resume work quickly.
Great & super fast help
What do you like best about the product?
I like most the fast response time and the point that I got a solution within a day. The response time is excellent for a company that is that large.
I requested help through chat, and I would recommend everybody to do so since this is the fastest way of getting feedback.
If we talk about functions, the best feature is the integration of everything in one place. Our agents are a lot faster compared to our legacy system since we have all information at the same place.
The best feature is chatting. This feature enables us to support our customers in different languages wordwide.
As an admin, the easy setup of roles and groups is a big plus + the transfer of the "roles" and users into chat (if you integrate it)..
The integration of SFDC is straightforward and allows you to transfer most of the account data (like organizations) into our Zendesk.
If you understand the logic of the APIs, you can almost integrate everything into the product.
Last thing is the "explore" feature. "Explore" is a tool to measure almost everything regarding your support team.
With "explore," we can get more detailed reports to see what we should "attack" next to get better customer feedback.
I requested help through chat, and I would recommend everybody to do so since this is the fastest way of getting feedback.
If we talk about functions, the best feature is the integration of everything in one place. Our agents are a lot faster compared to our legacy system since we have all information at the same place.
The best feature is chatting. This feature enables us to support our customers in different languages wordwide.
As an admin, the easy setup of roles and groups is a big plus + the transfer of the "roles" and users into chat (if you integrate it)..
The integration of SFDC is straightforward and allows you to transfer most of the account data (like organizations) into our Zendesk.
If you understand the logic of the APIs, you can almost integrate everything into the product.
Last thing is the "explore" feature. "Explore" is a tool to measure almost everything regarding your support team.
With "explore," we can get more detailed reports to see what we should "attack" next to get better customer feedback.
What do you dislike about the product?
We are often facing issues with the pod where our Zendesk placed. Mainly in the evening hours (central Europe time), we have a lot of downtimes.
The integrations of apps in chat while working with the integrated agent interface are complex since you have only access to apps in the product "chat" if you are using it as a stand-alone solution.
The integrations of apps in chat while working with the integrated agent interface are complex since you have only access to apps in the product "chat" if you are using it as a stand-alone solution.
What problems is the product solving and how is that benefiting you?
The most significant advantage is "chat" and "guide". This product enables our customer's online help anytime.
Also, our agents can solve more tickets at the same time by using articles to send to the customer.
Also, our agents can solve more tickets at the same time by using articles to send to the customer.
Recommendations to others considering the product:
Have a look at other companies in your sector to get some references and to see use cases.
Compare to other products.
Be demanding in price considerations.
Compare to other products.
Be demanding in price considerations.
Zendesk support suite for PJ Lhuillier
What do you like best about the product?
A myriad of integrations is available in the marketplace and the option to develop custom integrations. It is very customizable to fit the business demands. However, I have not tried other competitors aside from previous in-house developments.
What do you dislike about the product?
Due to its customizability, it can become overwhelming for first-time users. We could not identify how the SLA triggers were working or how it was being applied.
What problems is the product solving and how is that benefiting you?
Ticket tracking, it helps us in identifying unusual events and spikes in the volume for our customer support channels. Provides data for process improvement opportunities.
Quick service, valuable details always provided
What do you like best about the product?
I appreciate being able to access a full library of documentation for independent learning, as well as getting quick help from a live technical agent.
What do you dislike about the product?
I really like zendesk. I don't dislike anything.
What problems is the product solving and how is that benefiting you?
We are able to manage several different team channels specific to incoming requests and reporting. It's awesome.
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