Zendesk Suite
ZendeskExternal reviews
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Long time customer for a reason
What do you like best about the product?
We have been a customer for years. Initially from Base CRM then of Zendesk Sell when they bought Base CRM. The transition was smooth on my side as they kept everything the same. Support has always been top-notch and the functionalities are exactly what we need for our business. Couldn't be happier.
What do you dislike about the product?
The only downside is the last update on the dashboard which makes the computer version look like a phone version. This will take a while to get used to so if they would have been given the chance of choosing between both appearances that would have been perfect.
What problems is the product solving and how is that benefiting you?
CRM
Review for Zendesk
What do you like best about the product?
I truly believe that Zendesk provides alot of value for its price. Zendesk has an amazing ticketing system and has other products that can user for support articles and analytics.
What do you dislike about the product?
A couple of months ago, zendesk changed their support team and it is not had to get a hold of a tech support rep. The response time is long and it is hard to find the response from the tech support rep. We also had our Account Manager quit while we were trying to upgrade our Zendesk plan. It was very difficult to upgrade our annual contract, my suggestion is to have better organization on the Sales side of Zendesk. After weeks of going back and forth trying to get our annual contract upgraded to a bigger plan, our zendesk account was not upgraded with the new features for a week and half.
What problems is the product solving and how is that benefiting you?
Our tech company voted to get Zendesk due to scalibility. As a start up, the team was first small so this tool worked perfectly since it allowed us to get a small number of licenses. After years, we have grown very rapidly and Zendesk has allowed us to continue adding number of licenses needed.
Recommendations to others considering the product:
I highly recommend this product.
Easy and effective
What do you like best about the product?
Canned responses, easy to find replies from customers
What do you dislike about the product?
It can quickly get disorganized over long weekends or holidays
What problems is the product solving and how is that benefiting you?
Customer service issues, getting replies quickly to maintain a high rate of success and being able to reach back out to those who were unhappy and win them back
All-in-one support solution
What do you like best about the product?
Zendesk allows managing all support channels seamlessly. I have website chat, Twitter, and Facebook page connected to Zendesk Support and simultaneously keep track of them all. Zendesk provides a very flexible macros system (macros, in this case, are drafts of messages with programmed name and signature placement and any text you like), allowing agents to create a knowledge base of answers for all popular questions. Using macros reduced my average response time from 15 minutes to 7.
What do you dislike about the product?
Sometimes it can take a lot of time for the emails to reach my Zendesk Support and become tickets. I commonly have this issue when chatting to people, and if they need to send me the document, I usually route them to my personal business email so they don't have to wait. This can be solved by a more expensive plan that supports sending documents via chat, but we are a small company and can't afford it.
What problems is the product solving and how is that benefiting you?
I use the Zendesk Support Suite for customer support through email, live chat, phone calls, Twitter, and Facebook. It conveniently merges all of them into the single ticket system. It allowed me to handle customers' questions, complaints, and feedback faster and made all support tasks more streamlined and convenient.
Recommendations to others considering the product:
If you're a small business, Zendesk may be too pricey for you, but even the most basic plan will most likely cover most of your needs.
User-friendly tool that simplifies customer service for the user and the customer
What do you like best about the product?
User-friendly tool that you can navigate with ease.
What do you dislike about the product?
None. Everything works well for me as it is.
What problems is the product solving and how is that benefiting you?
We receive almost all types of requests and provide an update to our customers through Zendesk. It allows us to work with a ticket system that provides a seamless process and resolution approach for one ticket per customer. This allows us to effectively monitor the progress of a customer request and provide an update in a timely manner, resulting in a great customer service experience.
Track your sells simply with ZENSell
What do you like best about the product?
Zensell allows me to call and text my prospects and track what actions I have taken simply. The texting feature alone is worth it! I can see where we are in the conversation and go from there without getting confused with my personal texts. Plus everything is in one place with a load of time savings. I love the templates and the ability to track what needs to happen next in the pipeline.
What do you dislike about the product?
Connecting it ups to other apps. I hired a person on fiverr.com to do the integrations. It is not hard to connect email but to get the lead to feed correctly from Calendly to Zensell took more smarts than I have with this stuff.
What problems is the product solving and how is that benefiting you?
Staying connected and not having to use 3 platforms to search for information about a prospect. It is all right there!!
Zendesk Support has been able to answer every question posed.
What do you like best about the product?
It's quick and easy to find answers in the FAQ's that are provided by the bot when you first submit a question....and if that doesn't give you what you are looking for, you can live chat with a member of the support, and be told where you are in the queue, before you are likely to be connected. It makes it efficient to connect and get help.
What do you dislike about the product?
In a recent support ticket, I was sent to several different team members before finally finding the answer to my question. It turned out to be a straightforward question for them to answer, but they had been unable to unravel my question to find that answer. I found this frustrating as I don't know the internal Zendesk speak, and therefore wasn't able to phrase it correctly. however, after some passing around, they were able to provide me with the information I needed to solve my problem.
What problems is the product solving and how is that benefiting you?
Every time we, as a team, have a question, I am the appointed member who makes contact and streamlines our questions. As a result, I am becoming the Zendesk expert within the company, as I am learning everything we need when I have time with the Zednesk support staff. It means we are getting over roadblocks faster and more efficiently.
Quick Response with Supporting Resources
What do you like best about the product?
Attachment of additional articles to support the answer given by the help agent.
What do you dislike about the product?
If something was not available, a feature we wanted to create for example, there is not a good avenue for giving feedback. Only option given was to upvote an existing community article.
What problems is the product solving and how is that benefiting you?
Rather than spending time searching for the answer, especially when I'm not aware of all the correct terminology, the chat agent was able to resolve my questions quickly. I was looking for ways we could change the settings to improve some of our end user experience.
Robust ticketing for increased productivity.
What do you like best about the product?
Ticket assignments and app add-ons are great for boosting workplace productivity.
What do you dislike about the product?
Adding agents and end users can be a chore on the lower subscription packages.
What problems is the product solving and how is that benefiting you?
We are not experiencing anymore lost tickets and support calls. It reduces paperwork and constant noting down of clients submitting a complaint.
Compared to what is available in the marketplace Zendesk is an EXCELLENT system.
What do you like best about the product?
The linking of the different applications...i.e., chatting with tickets...there is so much more...too much to list here.
I like the grammar checker used here... It would be great if this system were available for drafting emails on Zendesk.
I like the grammar checker used here... It would be great if this system were available for drafting emails on Zendesk.
What do you dislike about the product?
Support could use some assistance. Moving away from phone support is a problem for me. All of the jargon about it being a good thing is just that- jargon. Relationships are what drives any support system, and chatting does not develop relationships. Understand it is a complex matter...and maybe it will be better...not convinced here.
I'm not too fond of the fact that a ticket is CLOSED after 30 days. It should be user selectable up to some max time frame...such as maybe six months.
Side conversations need ALOT of HELP. Why shrink them...they are an essential part of the ticket...at least the forwarded emails are, and I cannot imagine what would not be a necessary part of the ticket...so if there is, give the option to shrink a side conversation. They could appear with color shading so someone may differentiate them.
I do not use the system every day as a support agent, or I am sure I would have more comments...this will have to do for now. It would be GREAT if there were a link somewhere for comments to be made on the fly in any application so it can be addressed by our administration here and then there if we would choose to forward it to you.
I'm not too fond of the fact that a ticket is CLOSED after 30 days. It should be user selectable up to some max time frame...such as maybe six months.
Side conversations need ALOT of HELP. Why shrink them...they are an essential part of the ticket...at least the forwarded emails are, and I cannot imagine what would not be a necessary part of the ticket...so if there is, give the option to shrink a side conversation. They could appear with color shading so someone may differentiate them.
I do not use the system every day as a support agent, or I am sure I would have more comments...this will have to do for now. It would be GREAT if there were a link somewhere for comments to be made on the fly in any application so it can be addressed by our administration here and then there if we would choose to forward it to you.
What problems is the product solving and how is that benefiting you?
We perform our ticket and chat services with Zendesk, and the benefits are the ability to provide quality support to our clients. Sounds like someone may be fishing for some marketing hype...
Recommendations to others considering the product:
From the perspective of be a user of other support systems...Zendesk is like arriving in heaven.
Zendesk has many excellent features that never break, good support and they continue to improve their product and service.
Of coure there are some additional features and/or tweaks I would like to see added and/or improved to both their product and support, but... they are light years beyond any products previously used and am very happy to be a user of their product.
Zendesk has many excellent features that never break, good support and they continue to improve their product and service.
Of coure there are some additional features and/or tweaks I would like to see added and/or improved to both their product and support, but... they are light years beyond any products previously used and am very happy to be a user of their product.
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