Zendesk Suite
ZendeskExternal reviews
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Intelligent and Efficient CRM solution
What do you like best about the product?
The whole suite is convenient to use, has intelligence built-in and is easy to integrate.
What do you dislike about the product?
Cost is on the higher side, integration can be much more easier. In terms of pricing can be more competitive
What problems is the product solving and how is that benefiting you?
Customer support, capitalising leads from website visitors. Automated response by directing relevant queries to relevant personnel. Tracking of all responses became easier.
Useful tool for supporting customers
What do you like best about the product?
It's quite easy to use and stable. I really like using the keyboard shortcuts, and once you get to grips with them, you can boost your productivity. Also, Zendesk has multiple third party integrations, that further improve the experience.
What do you dislike about the product?
The UI cannot be customized and it would be useful to have native Dark Mode, and not rely on third-party plugins for that.
What problems is the product solving and how is that benefiting you?
We are supporting our customers through the Support Suite. It's easy for us and the customers to track the progress of the different tickets.
Supportive Customer Service + Helpful Platform Features
What do you like best about the product?
Zendesk Supportive helps my team stay organize and increases efficiency by storing all customer information in one neat location. There are many app integrations that allow for a seamless customer experience.
What do you dislike about the product?
The challenges with Zendesk are the frequent glitches and sometimes inconsistent information pulled on the generally helpful app integrations. A few features could use some fine-tuning to make the flow more easeful for our customer service team, however, the benefits to the customer-facing aspects of our site and the reporting features outweigh these sticking points. Generally, our ticket response times have actually slowed with Zendesk, but this could be because there is more data being collected through the use of the ticket forms.
What problems is the product solving and how is that benefiting you?
We are reducing time switching between platforms to locate customer information by referencing the integrations, as well as capturing more data on our customer interactions than we ever have.
Recommendations to others considering the product:
Our biggest learning with this platform was the build-out. I would recommend paying the extra money to work 1:1 with the Zendesk team to support your ticket, integration, etc set up.
Zendesk has a good balance of products within their suite
What do you like best about the product?
Zendesk lets us handle support requests, interact with leads via Sell and provide first step support via guide. We don't use a lot of the more advanced features of Support, such as callbacks and social interaction; however, we do utilize the in-app chat, which works well also.
What do you dislike about the product?
It does feel a little as though Zendesk has acquired more products into their suite rather than building them outright. It does mean that it is difficult at times to administer them across all their product lineup. They are working on that actively, though, so you have to give them credit for that.
What problems is the product solving and how is that benefiting you?
We need a product that allows us to have an integrated view across our SaaS business, and Zendesk lets us efficiently interact with our customers.
Fast and efficient support
What do you like best about the product?
I am a new Zendesk user and realized Zendesk has really good and fast support especially the chat service is very good.
What do you dislike about the product?
Nothing as all the 3 interactions they have resolved my issues.
What problems is the product solving and how is that benefiting you?
It has so many benefits like visibility on the staff productivity and configuring Zendesk is quite simple now I have realised.
Recommendations to others considering the product:
Highly recommend for Helpdesk and Customer Support
Customer success POV
What do you like best about the product?
I enjoy the ease of use for keeping on top of clients
What do you dislike about the product?
That's there's no mobile version for calls
What problems is the product solving and how is that benefiting you?
Getting back to customers in a timely manner
Easy to engage with clients through different channels
What do you like best about the product?
I being using Zendesk since more than a year, and the change that I made, looking forward to a Customer Centric point of view it was amazing.
The best thing to share is that it´s effortless to change communication channels during the interaction with customers.
It enable you to solve issues when clients contact us from some channesl and there are no agents connected.
Another important thing is to work in one single tab, not going through different tabs depending on the interaction.
Finally I think the reports are amazing!!
The Analisis feature it´s great! you can see on real time whats going on whit yor team
The best thing to share is that it´s effortless to change communication channels during the interaction with customers.
It enable you to solve issues when clients contact us from some channesl and there are no agents connected.
Another important thing is to work in one single tab, not going through different tabs depending on the interaction.
Finally I think the reports are amazing!!
The Analisis feature it´s great! you can see on real time whats going on whit yor team
What do you dislike about the product?
There´s no solution for chats and WhatsApp "out of the office" situations.
There is no possibility to create triggers for w.app to make it easier for agent's work.
I Think, it may be better to make best developments for us to use it also for Sales, we have to use a different tool to work with, and it may be great to use one single platform
There is no possibility to create triggers for w.app to make it easier for agent's work.
I Think, it may be better to make best developments for us to use it also for Sales, we have to use a different tool to work with, and it may be great to use one single platform
What problems is the product solving and how is that benefiting you?
The main problems that the Zendesk Support Suite currently helps me solve is the ease of interaction through different channels.
It is really very simple to be able to interact with our clients and to be able to change the means of contact through the same ticket, being able to choose whether to speak by chat, by mail or by phone.
On the other hand, the integration we currently have with Hubspot helps us a lot to be able to have a record of all interactions and that our commercial team can use that input.
Finally, a very useful tool that has helped me on many occasions are secondary conversations, which allow me to interact with different areas through slack and have a better solution for our clients' incidents.
It is really very simple to be able to interact with our clients and to be able to change the means of contact through the same ticket, being able to choose whether to speak by chat, by mail or by phone.
On the other hand, the integration we currently have with Hubspot helps us a lot to be able to have a record of all interactions and that our commercial team can use that input.
Finally, a very useful tool that has helped me on many occasions are secondary conversations, which allow me to interact with different areas through slack and have a better solution for our clients' incidents.
Recommendations to others considering the product:
It is a handy tool that has helped me on many occasions are secondary conversations, which allow me to interact with different areas through slack and have a better solution for our clients' incidents.
You have everything you need in one single view
You have everything you need in one single view
So much easier!
What do you like best about the product?
It's easier to manage my teams access rather than having to juggle accounts and permissions/access between them.
What do you dislike about the product?
So far (a week or so in) nothing! Very simple and easy
What problems is the product solving and how is that benefiting you?
We've been able to bring 2 teams together (with multibrand) and allow them all access to solve customer queries in whichever channel is easiest for the customer
Patient and useful
What do you like best about the product?
The specialist was patient and polite, helped very fast
What do you dislike about the product?
There is no "reply" option in a window of chat with specialist
What problems is the product solving and how is that benefiting you?
Whatsapp integration
Solid customer support product
What do you like best about the product?
Fully customizable automated tasks
Seamless connection between channels, customers, and agents
Scalable for teams and customer channels of any size
Quick customer support
Seamless connection between channels, customers, and agents
Scalable for teams and customer channels of any size
Quick customer support
What do you dislike about the product?
Agent, chat, and bot functions are separate products within the Suite, therefore they can get pricy and very complicated to set up than if they were built in one product.
What problems is the product solving and how is that benefiting you?
Using a small group of agents to resolve customer tickets from multiple sales and customer service channels, all in one suite.
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