Zendesk Suite
ZendeskExternal reviews
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Streamlined my Sales Process Significantly
What do you like best about the product?
The connections between clients and companies make it very easy to read who is connected to what. From person, to the employer, to corporate company. All a button press away.
What do you dislike about the product?
The online portal is a little unintuitive to use to navigate. Though it is easier to enter data through it then the mobile application once you find where you need to be.
What problems is the product solving and how is that benefiting you?
The amount of dropped or lost in the shuffle sales has reduced significantly.
Recommendations to others considering the product:
If you struggle with keeping your clients managed and taken care of, then Zendesk is for sure the way to go. The task system allows me to never forget about a client and the history of everything I have done with them is located right there in the app. I don't have to go calling administration for more data or past interactions. It has been a job saver.
Best ticketing option
What do you like best about the product?
Multiple options and omnichannel user communication
What do you dislike about the product?
I think the ux could be better than actual
What problems is the product solving and how is that benefiting you?
Customer support
Now, we can measure the incoming conversations tipology
Now, we can measure the incoming conversations tipology
Nice treatment but no solution
What do you like best about the product?
The attention was excellent. The guy was kind and tried to help.
What do you dislike about the product?
I waited one day, and they didn't solve my problem. They asked me to wait for an answer, and then they told me that his service did not cover my problem.
What problems is the product solving and how is that benefiting you?
I was asking if there was possible to change the chat bot name and avatar inside the help center.
Recommendations to others considering the product:
Yes, it's easy to use, but on a high level, it can be complicated.
my 2 cents
What do you like best about the product?
How it handles coordination between various team members working on the same ticket.
What do you dislike about the product?
That dreaded macro system. It's actually a good thing since it pushes you to evade templates.
What problems is the product solving and how is that benefiting you?
Customer support and inbound leads
Great Service
What do you like best about the product?
The site is customizable and easy to use
What do you dislike about the product?
Sometimes triggers and other functions can be a little confusing to set up.
What problems is the product solving and how is that benefiting you?
Organization and delegation of tasks amongst the team
A great customer service tool
What do you like best about the product?
Zendesk makes it easy to manage customer inquiries across a team. We can easily see a history of interactions for any customer, view their shopify order history straight from the ticket and track relevant statistics to measure performance.
What do you dislike about the product?
The user interface can be a little non-intuitive when it comes to managing settings.
What problems is the product solving and how is that benefiting you?
Improved response times and ability to prioritize customer inquiries more easily.
Recommendations to others considering the product:
Be sure to review the substantial zendesk training materials to make the most of the tools available.
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.
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