Zendesk Suite
ZendeskExternal reviews
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Knowledge of support staff varies
What do you like best about the product?
It's convenient and fairly easy to operate.
What do you dislike about the product?
The knowledge of the support staff varies greatly, I've been given incorrect information more than once. If all the support members were like Gavin, I would have a MUCH better experience.
What problems is the product solving and how is that benefiting you?
Usually, my simple questions are solved quickly, it's very convenient to be able to chat with an agent through zendesk.
Zendesk Support Suite Review
What do you like best about the product?
The best aspect of Zendesk Support Suite is the ability to have an integrated FAQ with self-service answer finding.
What do you dislike about the product?
There are a number of different 'verticals' within the Zendesk Suite and it complicates the way that each 'vertical' talks to each other with regard to the Support Suite. There isn't a seamless click integration.
What problems is the product solving and how is that benefiting you?
We are solving questions with pre-written answers for our userbase and using the new inquiries to determine future feature development and best practices.
Recommendations to others considering the product:
If you don't need all the other integrations such as CRM and chatbots and phone, etc. there are easier solutions.
Highly customizable service platform
What do you like best about the product?
Zendesk allows you to quickly adapt to changing service requirements easily. Do you need to add an extra field to tickets? No need to activate a technical resource to code - you can add and implement it quickly. Makes responding to changing needs a breeze.
What do you dislike about the product?
There will be times that you find options that you would like to use but they are only available in the next suite level. There is no ability to "a la carte" much-needed components without paying for every agent to have access. It would be much more preferable to purchase licenses at different levels to tailor Zendesk use to a variety of teams.
What problems is the product solving and how is that benefiting you?
We have streamlined communications within our service team. We were working customer service issues from a shared Outlook mailbox and stumbling into each other. Zendesk helped us allocate workloads and enabled CSRs to focus on their assignments without crossing the efforts of others.
Recommendations to others considering the product:
Start with one department within your organization and look for ways to integrate into others. For example, having accounting resources on Zendesk allows CSRs to transfer tickets requesting accounting help to the correct resource.
Graet Omnichannel experience
What do you like best about the product?
I like the possibility to manage many channels from one unique platform.
What do you dislike about the product?
Sometimes reporting can be a bit complex
What problems is the product solving and how is that benefiting you?
- Ease the collaboration between departments
- Great knowledge base accessible from all the company
- Quick response to customers
- Great knowledge base accessible from all the company
- Quick response to customers
excellent support
What do you like best about the product?
extensive list of support and FAQ available online
What do you dislike about the product?
user interface and reporting is not specific
What problems is the product solving and how is that benefiting you?
reporting cannot be specific date
Intuitive UI and fast, responsive customer support.
What do you like best about the product?
The interface for front line support agents is very intuitive and easy to learn.
What do you dislike about the product?
The lack of functionality to forward support requests out of the zendesk system.
What problems is the product solving and how is that benefiting you?
We can provide a fast, informative response to our customers. This in turn provides our customers with an excellent customer experience.
Great interaction
What do you like best about the product?
The support agent was able to provide me with a quick solution and with the correct guides to get a solution to my solution.
What do you dislike about the product?
The only thing I would say would be to quicken the agent joining the live chat, other than that it was great.
What problems is the product solving and how is that benefiting you?
One of our agents was unable to access their account, the agent was able to provide a solution to this.
Recommendations to others considering the product:
It is a great product
Great for giving support, not always the easiest to get support
What do you like best about the product?
Ability to easily access customer information across systems when a customer reaches out. Great tracking for finding trends in customer responses. Phone calls, emails and chats all in one place.
What do you dislike about the product?
When trying to get support on an issue (which rarely happens) I got stuck in a loop trying to get in touch with a real person. The bot kept asking for my email and then saying my email was invalid. It was very frustrating but I was eventually connected with a person who solved the issue.
What problems is the product solving and how is that benefiting you?
Customer contacts from our website regarding orders and questions about products. We use this as a way to intake information and have found it keeps things organized and easy to track.
Organizing a team and data to support goals - made easier
What do you like best about the product?
I like how easy it is to get started with Zendesk and how we are able to customize our customer and internal user experiences. We use informative fields to show us data we need for reporting, macros to help us respond consistently and timely, and groups to organize our workloads. The support options are helpful and you can tell they are continuing to grow and find innovative ways to be productive.
What do you dislike about the product?
I do not like the support update to messenger, I feel it is clunky and takes longer to receive help.
What problems is the product solving and how is that benefiting you?
Before Zendesk we did not have a good idea of what our support team worked on each day, now we can track our cycles of customer interactions, find outlining issues, and provide reporting to our C suite on the customer experience.
Two years later still happy with Zendesk
What do you like best about the product?
Zendesk has a relatively easy interface for agent workspace and Guides. I work with students who create support articles. It has been very easy to train them to use the tool - all it takes is a quick orientation.
What do you dislike about the product?
There are too many options for different account tiers. While it is easy enough to upgrade/downgrade, figuring out what is included with every tier is a chore.
What problems is the product solving and how is that benefiting you?
Initially, I meant to use the Guides to index various knowledge articles. Unlike a blog, Guides provides a nice hierarchical structure. At this point, I am mostly using the chat widget for a nicer Contact Us option.
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