Zendesk Suite
ZendeskExternal reviews
6,506 reviews
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Excellent product
What do you like best about the product?
My company has seen better organization, clearer communication with customers, and higher levels of satisfaction since switching to Zendesk.
What do you dislike about the product?
I have no idea who my account representative is after the person I was last in contact with didn't answer my most recent email about adding on a feature.
What problems is the product solving and how is that benefiting you?
Before, we were answering 1000+ customer questions a month with Microsoft Outlook. We could not clearly see communication with the customers, nor could we stay organized. We had a million folders and CS reps didn't always know who was taking care of which emails, which resulted in poor customer service. We are much more organized now with Zendesk.
The best software to centralize and measure all interactions concerning support.
What do you like best about the product?
I love how you have all the tools to have all the tools for you to not only integrate the available connections already done with other systems, but you can also make your own, keep expanding the arrange of information that enables you to give the best personalized experience to your client, because all the necessary information is at your agent's fringer tips.
And the great thing is that when you collect all data from the various interaction points on our customer's journey, you know where your focus should be, what to reinforce and what to change, so really, the limit is as far as you are willing to take it.
And the great thing is that when you collect all data from the various interaction points on our customer's journey, you know where your focus should be, what to reinforce and what to change, so really, the limit is as far as you are willing to take it.
What do you dislike about the product?
There's still room for improvement in every area, so every request or suggestion on the behavior or features you would want by default are listened to, and since their roadmap is extensive, so some of them may end up at the end of the line. Still, you can be sure that the Zendesk support team will address it.
What problems is the product solving and how is that benefiting you?
Gather all information to make accurate decisions and convert them into action on one platform.
Recommendations to others considering the product:
Ask for a Demo, see what it can do, and project yourself and your bussiness, knowing that it will scale from any level to any level of growth.
Great customer service software
What do you like best about the product?
The customer support is excellent. The software works seamlessly, it is very dependable. The automation saves time and you can go into a deep amount of detail. It works great with knowledge base which is the cornerstone of our processes and customer faq.
What do you dislike about the product?
Not much, it all works well. I really like it
What problems is the product solving and how is that benefiting you?
It helps with customer service, business process documentation, global knowledge base, wholesale automation tasks.
Recommendations to others considering the product:
Try it out it works great. Takes time to really get into the detail but worth the rewards in automation, quality of output and features
Awesome Support Team
What do you like best about the product?
I like how professional the support team are on chat, and I can always rely on them to give me the most up to date information
What do you dislike about the product?
There is nothing I dislike at this moment.
What problems is the product solving and how is that benefiting you?
Today they have resolved a problem around Talk setup.
Great support for startups
What do you like best about the product?
Good fine tuned controls over agents, settings etc. Support is also very quick to get back to you.
What do you dislike about the product?
Instruction about setting up a trial and changing it to a startup plan weren't clear (i.e. can I change any settings I want, upgrade, downgrade etc during the 6 months)
What problems is the product solving and how is that benefiting you?
Helping us to help customers in real-time as they use the product.
Recommendations to others considering the product:
Definitely make use of the chat help - it is zendesk after all. They're very helpful and very friendly.
Amazing Platform that meets all of your needs and more
What do you like best about the product?
Zendesk is extremely user-friendly. There are so many tutorials that allow you to learn at your own pace.
What do you dislike about the product?
There is nothing right now I can say that I dislike about zendesk.
What problems is the product solving and how is that benefiting you?
We are able to track all customer issues as well as creating a book of knowledge for each customer.
great platform
What do you like best about the product?
Mobile app and it's easy to use. Also it has a lot of integrations
What do you dislike about the product?
Can be a little bit more user friendly on the desktop
What problems is the product solving and how is that benefiting you?
Customer support
Consultancy made Zendesk implementation a smooth experience.
What do you like best about the product?
It gives my agent all the tools to communicate to users clearly. This has replaced an Outlook Inbox successfully. Now its configured I love the way it handles Peding tickets and auto reminds the requesters for information. Its clearn adn easy to use and frees my staff to work only those issues which are important and relevant. I also love Explore though it feels like its so powerful I'm not entirely sure I'm getting the best from it. Finally Guide is great at creating a library of articles for staff and requesters, capturing all the relevant issues. I'm planning to move our Word based SOPs to Guide articles in the coming year.
All this success is down to an excellent consultant we engaged from Zendesk who guided us thorugh all the issues and review th design.
All this success is down to an excellent consultant we engaged from Zendesk who guided us thorugh all the issues and review th design.
What do you dislike about the product?
Zendesk has a particular way of working - this way is undocumented, and you encounter its limitiation at random times. Basically, it is not as massively customisable as you think, and this often surprises my managers - a simple example is you cannot customise the ticket statuses. However once you understand the landscape within which Zendesk lives you get to enjoy a powerful tool.
What problems is the product solving and how is that benefiting you?
We replaced a pathetic ticketing system that had no features, and an Outlook Inbox - so anything modern would be an improvement. Zendesk has exceeded expectations and empowered the staff to properly support users, and gives them the tools needd to manage the queues better. From the management side we have reporting available natively and automatedly, whereas before I had to crunch data in Excel. This has conincided with massive growth in the company so the zupport team can cope with the increase demand.
Recommendations to others considering the product:
I advise you to pay for the additional consultancy feature as self-learning only gets you so far.
Zendesk as a convenient tool
What do you like best about the product?
Organizes email threads very well! Data is also available for analysis and has a bunch of apps that would suit the needs of your workspace.
What do you dislike about the product?
The only problem I had was that I had to download a separate extension from Google to separate ticket tabs from my regular working tabs, but other than that, this is a perfect tool to organize workloads.
What problems is the product solving and how is that benefiting you?
On a day to day basis, I manage to complete workloads with the help of Zendesk
The most intuitive CRM
What do you like best about the product?
I love how intuitive ZenDesk is. Much simpler than other CRMs.
What do you dislike about the product?
I dislike that it doesn't let you assign leads for a specific day in bulk.
What problems is the product solving and how is that benefiting you?
We are solving issues relating to organizing our sales calls mostly.
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