Zendesk Suite
ZendeskExternal reviews
6,506 reviews
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A complete support suit !
What do you like best about the product?
The ability to contact customers from multiple channels, and access to a set of data analytics
What do you dislike about the product?
The talk feature still needs improvement and is quite complicated to setup
What problems is the product solving and how is that benefiting you?
Solving all the customers requests coming from multiple channels in one centralized place.
Recommendations to others considering the product:
All you need is to set it up correctly, then everything is so easy
Problem solved
What do you like best about the product?
She was very helpful and nice, connect me to a zoom and we share the screen, she saw the problem and told me what I need to do to check the tickets.
What do you dislike about the product?
Nothing, the amiability and attitude were Excelent.
What problems is the product solving and how is that benefiting you?
It helps to communicate more effectively with clients and solve problem in record time
Helpful and manageable
What do you like best about the product?
The fact that we can request reviews from our clients through the ticketing system via email and chat.
What do you dislike about the product?
Not being able to forward emails. As of now I copy and paste to forward emails.
What problems is the product solving and how is that benefiting you?
Offering technical support to our clients via email and live chat support. We also created a knowledge base where customers can access "how to" articles for support. CSAT scores allow us to monitor customer satisfaction with our customer service team.
Recommendations to others considering the product:
Do it, app integrations are a nice feature!
FANTASTIC SUPPORT
What do you like best about the product?
You've updated your chat so being directed to a live person is so easy when needed! Your CSRs are always super knowledgeable and patient with "laymen" like myself!
What do you dislike about the product?
Maybe have a phone number for urgent issues.
What problems is the product solving and how is that benefiting you?
Reporting, adding agents - no specifically "problems," just need a little hand- holding from time to time. Even had a couple of Zoom sessions in the past. SUPER APPRECIATED!
Recommendations to others considering the product:
Excellent customer support
Support Software with support that actually exceeds expectations!
What do you like best about the product?
Every time I reach out to your team, I leave the conversation with my question answered, and several links to articles to help me out.
What do you dislike about the product?
I wish it was easier to find what I am looking for in the community/help articles. Also, having been a former SFDC user, the reporting function has a learning curve, and more limitations by comparison.
What problems is the product solving and how is that benefiting you?
Scaling a support org from scratch! Following up and tracking metrics is a breeze. We are definitely more productive and fine-tuning our process to achieve higher CSAT!
Fantastic
What do you like best about the product?
all of our company tools rolled into one
What do you dislike about the product?
the initial set up can be a bit beefy but its worth it
What problems is the product solving and how is that benefiting you?
integration of 3rd party apps. once done its great for workflow
Recommendations to others considering the product:
Do it
Amazing tool to work on!
What do you like best about the product?
The application is so clean and subtle.
There are not many tabs or any unnecessary stuff to distract you so you can just focus on what you need to do.
It becomes easier for anyone to get accustomed to the software
There are not many tabs or any unnecessary stuff to distract you so you can just focus on what you need to do.
It becomes easier for anyone to get accustomed to the software
What do you dislike about the product?
There are some lags seen on the chat window which can cause some delays.
Also, there is no way to edit the messages on chat once they are sent or any option to delete them.
Also, there is no way to edit the messages on chat once they are sent or any option to delete them.
What problems is the product solving and how is that benefiting you?
We use it for chats and tickets raised directly by the customers in case they need any assistance with our products.
One more problem noticed was regarding the analytics
One more problem noticed was regarding the analytics
Recommendations to others considering the product:
Everything seems to be working great
If you could have the delete message button on the chat that would great
If you could have the delete message button on the chat that would great
Best support platform!
What do you like best about the product?
1. Omnichannel - able to setup email, phone, chat, social media messaging
2. Dashboards - create dashboards to view team's performance
3. Pricing - pricing is competitive with other platforms
2. Dashboards - create dashboards to view team's performance
3. Pricing - pricing is competitive with other platforms
What do you dislike about the product?
1. Chat Bot - there are delays when connecting users in bot experience to support agents
2. Customer Support - can be challenging connecting to support to troubleshoot issues or receive guidance
2. Customer Support - can be challenging connecting to support to troubleshoot issues or receive guidance
What problems is the product solving and how is that benefiting you?
Live chat - more than 50% of our inbound requests are live chats. We've integrated live chat in mobile and site to make it accessible for users to access anywhere!
Recommendations to others considering the product:
Omnichannel features include live chat, phone, email ticketing and connecting organizations social media pages for customer support. Pricing is competitive compare to other platforms.
Zendesk Suite Review
What do you like best about the product?
This has been a game-changer for our company. We deal with consumers all day and this is a great way to keep up with everything. Being able to handle high volume and still be organized.
What do you dislike about the product?
There is nothing I can think of that we do not like.
What problems is the product solving and how is that benefiting you?
High call volume and consumer inquires
Recommendations to others considering the product:
Do it!
Best Sales Marketing Tool
What do you like best about the product?
Best tool for analytical and reporting tool
What do you dislike about the product?
As of now there nothing to dislike about this tool
What problems is the product solving and how is that benefiting you?
It helps me to track and solve customer support interaction. Great Internal help desk management can be done easily.
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