Zendesk Suite
ZendeskExternal reviews
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Zendesk is very smooth and easy to use. Support team is great as well.
What do you like best about the product?
I like the layout of Zendesk the best. Much better then other CRM's I've used
What do you dislike about the product?
I dislike how it does not display the phone numbers to people you call on the call log.
What problems is the product solving and how is that benefiting you?
With the support team's help I was able to get logged into the Zendesk Sell mobile app
Recommendations to others considering the product:
Very easy to navigate
Great helpdesk system (and not just helpdesk...)
What do you like best about the product?
Flexibility, user friendly, it helps resolving so many different challenges with running a Customer Service Team. Their Support Team is second to none.
What do you dislike about the product?
The only thing is the limited minimum time interval that automations can use, which is one hour. it would be great if this was reduced to minutes instead.
What problems is the product solving and how is that benefiting you?
Zendesk gives us the ability to support our Customers very efficiently and it can also be integrated in many other systems in use by most Organisations. The user interface is very easy to navigate and this reduces training time for new Agents. Customers are happy because their queries are dealt with in time.
Zendesk is the perfect suite for managing a large inbound support network.
What do you like best about the product?
I love the omnichannel approach, the easy user interface - and the ability to tailor the suite to my needs.
What do you dislike about the product?
Not much! I suppose that the chats could integrate into support more effectively - especially for times of high volume!
What problems is the product solving and how is that benefiting you?
A long customer journey - solved by being easy to use and track queries. Been able to improve our products by quantifying the issues with previous models.
Outstanding!
What do you like best about the product?
Zendesk has revolutionised our support desk services. I love the ease of ticket management. In particular I like the internal notes feature for collaborating with SMEs to resolve issues. Having an easy to use API is always appreciated!
What do you dislike about the product?
Nothing is missing in my opinion! The app market place provides all the expansion that I need!
What problems is the product solving and how is that benefiting you?
Efficient and effective support services provided to internal customers without onerous manual processes.
solved my issues.
What do you like best about the product?
The agent replied quickly and was able to share a recording that was very full.
What do you dislike about the product?
The time to reach and reply back could have been faster even though it was in a chat.
What problems is the product solving and how is that benefiting you?
I am trying to use Zendesk as a proper incident/problem tracking tool for my team.
Recommendations to others considering the product:
Try out all the other options to know what is out there before committing to one tool.
Best in Class
What do you like best about the product?
Zendesk is intuitive and easy to use. Onboarding is a breeze for new agents and administration is easy.
What do you dislike about the product?
Administration could be a little more robust.
What problems is the product solving and how is that benefiting you?
We are dealing with all of our support interactions through Zendesk support suite. It has made it easy to communicate with our customers and also have a great audit trail as well.
Great Service
What do you like best about the product?
The agent I worked with was quick and efficeint. They resolved my issue within 10 minutes. Zendesk has made giving our customers great service so much more attainable. Everything is organized and ready to go!
What do you dislike about the product?
Platform has so many features and options that sometimes things can feel a bit overwhelming. Would be nice if an agent could help get everything set up in the begninning.
What problems is the product solving and how is that benefiting you?
It enables us to organize and efficiently address all customer service requests that come from online and phone calls. Not sure what we would do without Zendesk.
Quick and relevant support
What do you like best about the product?
It is very complex and has a lot of possible functionalities that we can use to offer the best support to our customers.
What do you dislike about the product?
Ah, because of the complexity of the tool, it is quite hard to find answers when we have questions or need guidance about a certain feature. It takes a lot of time to browse through all the articles and sometimes we don't even find what we are looking for :(.
What problems is the product solving and how is that benefiting you?
We can support our customers much quicker through the messaging feature. The Chat bot is great (it could use some improvements, but it is still a great functionality). Now we are working on implementing Talk, which will be a big plus both for our team and our customers.
Most Comprehensive Support System
What do you like best about the product?
The interface of the supporting ticket, and the promptness of support representatives in addressing and solving my roadblocks. The engagement and resources of the community are very helpful. There is also coaching for more leadership strategies.
What do you dislike about the product?
The Explore section has a steep learning curve. Some data cannot be analyzed further. As a paid customer, I would love to have 1-on-1 training for this reporting/analytics section.
Planning to build out a knowledge board but did not see many guiding articles on it.
Planning to build out a knowledge board but did not see many guiding articles on it.
What problems is the product solving and how is that benefiting you?
Keeping all the requests in one place and building out a system that tracks data and provides insights later on. The trigger, automation and integration work so smoothly.
Recommendations to others considering the product:
If you have a game plan and want to do things right from the beginning, consider using Zendesk Suite.
Intuitive, easy to use CRM!
What do you like best about the product?
Easy to use services. Since I do most of my work on the phones, I REALLY appreciate the ease of the phone feature. I've used things that make you study a manual to understand how to dial numbers. UGH. This is simple and does all the hard work for you.
What do you dislike about the product?
I just wish I could customize my personal Dashboard a little bit more. A small issue in the scheme of things. If I could organize the tickets that I've been assigned, it would be super beneficial. I just started using ZD however, there may be a way to do this that I haven't found yet!
What problems is the product solving and how is that benefiting you?
I'm helping client's with extended issues on their accounts, or submitting requests for patient care. It really simplifies workflow, as someone can easily find the patient account and go from there.
Recommendations to others considering the product:
If you're moving from other CRM software, you'll find this is easier to understand and implement.
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