Zendesk Suite
ZendeskExternal reviews
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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.
Speedy and helpful
What do you like best about the product?
The wait time to chat with an agent was brief. April helped me resolve the issue promptly.
What do you dislike about the product?
Nothing specific comes to mind as far as dislikes go.
What problems is the product solving and how is that benefiting you?
Zendesk is the most direct way we interact with our customers. Having access to customer history is extremely helpful.
Virtual customer support
What do you like best about the product?
What I like best about the customer support options made available for their users is the vast knowledge base help forum. You can easily search for general topics/features that are documented by the technical support team as well as customer technical issues and feedback that have been addressed by the support team.
What do you dislike about the product?
Not having the ability to directly speak to someone over the phone. You have to go through the virtual channels first before they can determine if a phone call is necessary. There are times when you have already done the investigation through the Zendesk help forums and outside sources. Corresponding through chat and email can take more time for critical issues when it's best to speak to someone directly over the phone that require more in depth conversation.
What problems is the product solving and how is that benefiting you?
The Zendesk Support Suite has allowed us to compile our technical support team's tickets into useful monthly reports. The reports generated provide the details we need to display the metrics of our support team's productivity.
Recommendations to others considering the product:
As an admin agent within the software, take the time to go through the knowledge base to assist you with your general setup.
Quick Realtime Response
What do you like best about the product?
the response was fast and once the agent understood what I was struggling with they sent me the relevant articles so I could self-serve.
What do you dislike about the product?
It took a bit of back and forth for the agent to understand my dilemma (it was around role permissions)
What problems is the product solving and how is that benefiting you?
communicating with our customers
Great for streamlining all our support requests
What do you like best about the product?
They've really nailed the request ticket workflow. We're yet to take full advantage of the tools and features available, but I can already see how easy it is to group incoming requests and assign to our agents.
What do you dislike about the product?
As you'd expect, there are limited capabilities on the lower tiers, but these are things I expected out of the box. You can't customise reports unless you upgrade, which means you can't gain insights from apps you install (like ticket timers). You need to go hard or go home when it comes to what features you want.
What problems is the product solving and how is that benefiting you?
We're removing backchanneling of requests by encouraging all contact to submit requests via Zendesk. We have improved the visibility of all in-progress tasks.
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