Zendesk Suite
ZendeskExternal reviews
6,667 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Zendesk Support Suite - Raising Customer Service to New Levels
What do you like best about the product?
Among the best features of Zendesk Support Suite is its single platform which brings together a number of support channels into one central hub. Whether it is email, chat, telephone, or social media, Zendesk makes it possible for companies to handle and respond to client inquiries effortlessly throughout several channels. This consolidation doesn't only save time but additionally guarantees regularity and improves the all-around customer experience.
The ticket management system offered by Zendesk is extremely effective and structured. It helps support agents to properly observe and prioritize customer concerns, making sure of timely resolution and reducing response times.
The ticket management system offered by Zendesk is extremely effective and structured. It helps support agents to properly observe and prioritize customer concerns, making sure of timely resolution and reducing response times.
What do you dislike about the product?
While Zendesk Support Suite gives many benefits, there are some factors to bear in mind. One aspect is the complexity that could occur when setting up and customizing the program to a particular business requirement. Substantial customization options provide flexibility, however, they may need a little technical expertise or devoted resources to fully optimize the platform for particular workflows and business procedures.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite successfully handles frequent problems in customer support, which results in several advantages for companies. First of all, it makes it possible for companies to centralize and handle customer interactions from several channels in one location. This removes the requirement for switching between different systems, improves agent performance, and assures a regular support experience for clients.
How can an "industry leader" provide a service that is so bad?
What do you like best about the product?
The platform can help with very basic support processes, however, there is a severe lack of support concerning user frustrations and product deficiencies
What do you dislike about the product?
Everything, essentially. The product support is terrible - response time is atrocious, the AE's don't know how to use the product (and therefore cannot provide effective solutions), and many forms/FAQs don't make sense. Moreover, many users have expressed their frustrations in the comments section, where Zendesk has made excuses as to why they don't provide common sense functionalities within this platform. The platform itself is not intuitive, and creating basic processes (be that through a chatbot, help center, or other support-related functionalities) always comes with limitations, difficulties, or frustrations.
What problems is the product solving and how is that benefiting you?
Helpcenter, ticket support process, some basic reporting
Everything all in one place
What do you like best about the product?
I like the connections between Zendesk and Twitter, Facebook and Trustpilot. Allows myself and my team to work in one place as opposed to two different systems.
What do you dislike about the product?
I dislike that the instagram intergration doesnt come through as support tickets but as a live chat function. I do find zendesk explore to be quite clunky for reporting.
What problems is the product solving and how is that benefiting you?
Enables multiple departments to use the same system and have a record of all customer interactions. It enables us to build customer profiles which a history of contact.
Customer Service Associate
What do you like best about the product?
The translation language option is really a great option for Zendesk. Since we have all sort of International languages from our customers.
What do you dislike about the product?
I haven't encountered anything I didn't so far about Zendesk, but probably when I do I will let you know.
What problems is the product solving and how is that benefiting you?
Every problem or upgrade that Zendesk have been resolved.
Great teamwork for the best of the client
What do you like best about the product?
Chat automation system is easy to use and Ultimate team is great.
What do you dislike about the product?
Can't think anything that I dislike at the moment
What problems is the product solving and how is that benefiting you?
rapid help at all times with building intents and training. By improving our chatbot answer we can hopefully help our customers to help themselves better
Recommendations to others considering the product:
If you are looking for a professional partner, choose Ultimate.ai
I work with Frances Naguit who has implemented our new chatbot
What do you like best about the product?
Very friendly team who is always willing to help. If my team requests a functionality, the Ultimate team will do their best to find a workaround.
What do you dislike about the product?
There are some missing features, but the Ultimate team is quick to find a workaround!
What problems is the product solving and how is that benefiting you?
Ultimate is allowing us to seamlessly connect with our clients in real-time. This has resulted in a better user experience for the clients and our team.
best
What do you like best about the product?
It's a user-friendly tool to connect with cross-functional teams and customers. Good data managers provide accurate details regarding tasks. Easy to connect with customers.
What do you dislike about the product?
Nothing much to dislike in Zendesk. if the app updates with more user friendly options and provides customisation tools more then it helps more to all platform people in industry.
What problems is the product solving and how is that benefiting you?
I am working in a bearing company. some times my customers have some doubt regarding our products or they need some changes in existed standard bearing that time zendesk is a bridge to connect us
Easy to use
What do you like best about the product?
I like the ease of use it had. I like that you are able to see if someone else within your organization is viewing a ticket at the same time as you
What do you dislike about the product?
I didn't like the way you needed to work around to store or publish knowledge base articles.
What problems is the product solving and how is that benefiting you?
We used it as a ticketing system. It's easier than getting random emails and trying to keep your emails organized to resolve client issues.
Adequate support environment
What do you like best about the product?
Good customer-facing branding, and OK user environment
What do you dislike about the product?
Adequate support environment but lacking in simple customisations
What problems is the product solving and how is that benefiting you?
It was allowing us not to work from our email inbox when we were using it
In general, it’s good. I just feel like it could be better.
What do you like best about the product?
I like that you can assign tickets to different people, track each users communications, and use different platforms such as email, text, social media etc. Overall, we use it quite often and I love how it can notify me via email that I have a ticket when I am added as a follower.
What do you dislike about the product?
I find it a bit confusing to track down users sometimes. We have customers who tend to enter their information differently each time they contact us, which creates multiple users. Only frustration really.
What problems is the product solving and how is that benefiting you?
It is solving the cross team communication confusion that could easily happen in my organization. We need the help desk feature use to trioge customer requests out, and ZenDesk helps us do just that.
showing 1,151 - 1,160