Zendesk Suite
ZendeskExternal reviews
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Zendesk, the must-have tool for customer support
What do you like best about the product?
The most helpful about Zendesk Support Suite is its intuitive interface, it is simple, easy to see and use, and easy to configure. The best tools that Zendesk Support Suite offers are Triggers and Automations, which can be configured to make sure you never leave a ticket unattended. Also, the personalizable metrics will help you analyze performance and make improvements.
What do you dislike about the product?
Zendesk Support Suite is sometimes slow and a page reload is needed to double-check any changes done when editing tickets or settings are correctly saved.
Zendesk Support Suite offers an extensive support database but can be a bit difficult to get to talk to an agent about an uncovered issue in their database.
Zendesk Support Suite offers an extensive support database but can be a bit difficult to get to talk to an agent about an uncovered issue in their database.
What problems is the product solving and how is that benefiting you?
Zendesk Support suite has helped us improve our performance by using Triggers and Automations, as well as reminders to never leave a ticket unattended. A 'pending' ticket opens in time for the agent to get back to the customer by selecting a 'due date' for the agent, automatic reminders can be set for the customer to reply with the information needed to solve their issue, a satisfaction survey is automatically sent to the customer after a ticket has been solved.
Recommendations to others considering the product:
Using Zendesk Support Suite is a big help for customer service.
Effortless and cost effective tool for customer service automation
What do you like best about the product?
Natural language processing is an utterly complicated field of AI but Ultimate AI's intuitive user interface and tools available makes creating a domain specific chatbot rather easy. Except for integrations there's no need for technical specialists but the real subject matter experts (e.g. customer service agents) can create and maintain the service. Non-technical personel are able to create quite impressive solutions.
Support during onboarding and after that is outstanding and very fast. Technical and content specific support e.g. sharing best practices really helps.
Support during onboarding and after that is outstanding and very fast. Technical and content specific support e.g. sharing best practices really helps.
What do you dislike about the product?
APIs are inflexible and require custom development if not using some of the supported CRMs. On the other hand Basic API just for utilizing the NLP engine (chatbot) is simple and easy.
What problems is the product solving and how is that benefiting you?
This solution really helps mitigating repetitious questions ending up to customer service and therefore greatly improves the effectiveness of the customer service agents.
Zendesk Gift Card
What do you like best about the product?
Zendesk products like Support, Guide, Explore etc.
What do you dislike about the product?
Analyzing the report (Explore) and Calculations
What problems is the product solving and how is that benefiting you?
Easy to solve the queries of customers by creating tickets in Zendesk
Recommendations to others considering the product:
It is very good business management tool
Not just another support desk software
What do you like best about the product?
How easy it is to set up and the number integrations available. I also like the views feature and it has helped me become way more efficient and be able to better organize my backlog.
What do you dislike about the product?
Having to download attachments first if you want to re-attach the same, I also don't like that there's no easy way to convert text to a plain text/remove formatting
What problems is the product solving and how is that benefiting you?
Having multiple support channels linked to one queue.
Zendesk: An excellent platform for providing support
What do you like best about the product?
The UI of the support suite is top tier. Really enjoy how sleek it looks.
What do you dislike about the product?
I don't dislike anything about Zendesk. It's an excellent platform.
What problems is the product solving and how is that benefiting you?
The support suite helps our organization tremendously with being able to track issues both with our customers and internally with our help desk. We are much more productive because of it.
Recommendations to others considering the product:
I highly recommend using the Zendesk Support Suite! It makes life much easier when trying to keep track of support issues, and the ability to create a knowledge base is awesome!
Great Software - Tons of customization for your Organization
What do you like best about the product?
The fact I can customize per user/ per role and various other items and works extremely well for our organization. We have zendesk linked to Sales Force and Dialplad.
What do you dislike about the product?
You can get lost in the customization features. But that's great if you need custom settings for multiple different items. Would love to have training available.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite is solving ticketing for our company. This benefits us by having documentation for every department getting requests. Our business performance consistently increases.
Easy to use platform
What do you like best about the product?
Zendesk is so easy to use, super easy to set up and get going and organise your support teams' incoming traffic from your client base! I've used a number of support desk management tools and this by far is a cut above the rest!
What do you dislike about the product?
If there's a problem with a 3rd party there's not much your team can do - it would be helpful for Zendesk to have a team within a team that understands how to advise us should problems arise.
What problems is the product solving and how is that benefiting you?
It helps us better organise and triage incoming support traffic and manage where the ticket needs to go. We've been able to streamline our processes to provide a better customer journey.
Recommendations to others considering the product:
If you want to better organise and report on support traffic then Zendesk Support Suite is the best product, IMO, to get.
Ultimate is the best choice you can do
What do you like best about the product?
I like the way we communicate with the ultimate team. They are there all the time for their customers with solutions for all the problems we might have. They are open to ideas!
What do you dislike about the product?
I started my collaboration with Ultimate 2 years ago and until now I didn't find anything to dislike. They are 100% profesionist & they treat their customers like their friends.
What problems is the product solving and how is that benefiting you?
If we talk about the ultimate team they solve all the problems we might have with the chatbot functionalities.
If we talk about the ultimate chatbot, is solving 40% of the questions we receive from our customers. So this is a big benefit for us.
If we talk about the ultimate chatbot, is solving 40% of the questions we receive from our customers. So this is a big benefit for us.
Zendesk is without a doubt the best tool to take customer conversations to the next level.
What do you like best about the product?
It is powerful, flexible and allows you to connect via API to send the data you need. Don't hesitate to hire Zendesk if you want to take your customer experience to another level.
What do you dislike about the product?
Nada Zendesk is perfect and is constantly developing to bring new technology that allows you to advance more every day with your customers. They also have 24/7 support
What problems is the product solving and how is that benefiting you?
Being able to develop automations, chatbots, integrate all contact channels in a single interface such as AW. It is also the most powerful tool in reports since it allows you to have all the necessary metrics to have optimal control of an operation.
Recommendations to others considering the product:
Understand without fear. Zendesk is the most powerful and easy to use tool. It allows you to set up contact center operations in hours if you have the necessary knowledge.
Zendesk a must have for all support centers!
What do you like best about the product?
It's customizable and tracks our issues.
What do you dislike about the product?
Explore can be tricky to navigate. other
What problems is the product solving and how is that benefiting you?
We are able to easily track technical support issues and pass the information to our Devs quickly.
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