Zendesk Suite
ZendeskExternal reviews
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The best support system
What do you like best about the product?
It is very robust. Before Zendesk we use a chat system that wasn't relevant for our needs. With Zendesk we have the ability to contact customers via chat, email, Whatsapp, phone and even SMS.
What do you dislike about the product?
I think that there are many feature requests that are in queue for many years. I defiantly think that many more helpful features can be added, to make our experience much better.
What problems is the product solving and how is that benefiting you?
I solve customers issues and automated malfunctions reports.
Recommendations to others considering the product:
Best available software.
Friendly and accurate
What do you like best about the product?
Agent could see my user account and give feedback from the inside issue what saves time for us to fully explain what is happenning and for taking actions over the issue.
What do you dislike about the product?
Nothing. The system in general works properly, the agent was very helpful, quickly understood the issue and gave me the proper assistance with the tools required to get upon the issue.
What problems is the product solving and how is that benefiting you?
Cx wasn't receiving our replies and it seems that I hadn't configured properly one of the triggers for what the agent gave me all I needed for solving my issue.
Recommendations to others considering the product:
Is a little bit expensive when trying to get all the Zendesk suite but it is a highly powerful tool and that's why most companies like mine use Zendesk.
Simple to keep track of requests
What do you like best about the product?
Being able to respond in email rather than having to log into a vendor portal.
What do you dislike about the product?
Nothing much, we are not users of the "support" suite but deal with vendors who use it. We use the Contact Center/CRM Zendesk.
What problems is the product solving and how is that benefiting you?
As a business we only use Zendesk, however we are happy with the Zendesk CRM. We previously used Dynamics CRM and it was complicated, clunky and slow.
Really helpful service, super efficient
What do you like best about the product?
Speed of service was excellent, Esther Garnica was the agent.
What do you dislike about the product?
On this occasion, I did not experience any issues and have nothing but positive words say.
What problems is the product solving and how is that benefiting you?
I was looking to add new language variants to be used on ZD guide.
Swift, professional service
What do you like best about the product?
I am delighted that the service is now incredibly prompt, it's also very straightforward to find an answer to my question
What do you dislike about the product?
Get referred to other departments if I have multiple questions and have to make a new chat
What problems is the product solving and how is that benefiting you?
Questions about the chat widget and functionality, which will help us to expand our business globally.
Recommendations to others considering the product:
I would definitely recommend this service
Customizable and Forces All Parties to Adhere to a Workflow
What do you like best about the product?
Zendesk integrates with many other apps and implements an easy-to-follow simple workflow. JIRA integration is important for us. I have not tried many competitors, but it was a huge step up from our previous systems.
What do you dislike about the product?
The reporting module is difficult to navigate, though we don't use it often. There is no way for an agent to hide unused features, so the ticket views that are created by administrators can clutter the view.
What problems is the product solving and how is that benefiting you?
The workflow for our Support team needed to be simplified much more, and it has accomplished the task. Tickets are resolved more quickly, redundant work has been reduced, and our ability to assist customers has improved greatly.
Customer service, at its best
What do you like best about the product?
the Speed of the response and understanding of the issue
What do you dislike about the product?
there isn't a screen share or telephone support, sometimes its hard to type and explain the issue
What problems is the product solving and how is that benefiting you?
triggers, automation and macros, issues with logging in
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!
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