Zendesk Suite
ZendeskExternal reviews
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Zendesk -- powerful and robust yet designed for simplicity first
What do you like best about the product?
Zendesk is obviously a company that is laser-focused on being the best-in-class tool for its industry. They have not wavered far from their focus as a tool built for Customer Support teams. Their tools provide agents, leadership teams, and customers alike with great experiences -- not an easy task by any means. Over several years of using Zendesk from each of these ends, I can safely say I'd recommend it to anyone looking for a customer support platform
What do you dislike about the product?
As Zendesk has developed, it's certainly become more complex. With this, you see the typical steepening of the learning curve for users, in particular on the analytics (i.e. reporting) side of the house. They have made this a big focus over the years, though, with a complete overhaul of their reporting done in the last few years. I appreciate that this growing complexity has not seemed to impact the agent or end-user experience, though.
What problems is the product solving and how is that benefiting you?
We're providing our customers with fast issue resolution and self-service guides. We're providing our customer support team with an easy-to-use tool to manage their work and insights into their productivity/efficiency. And we're providing our leadership team with insights into the efficiency and effectiveness of our customer support organization.
Great CRM!
What do you like best about the product?
It is a great tool for work - easy to use. Its customer service is excellent. I chatted with a representative about the issue I encountered, and the response was fast.
What do you dislike about the product?
Nothing. I have been using it for three months, and so far, I don't dislike anything about it.
What problems is the product solving and how is that benefiting you?
It is easy to navigate thru all sorts of information from clients. I get to do things fast because I know where to go if I need some specific information to get a task done.
Great experience with Zendesk
What do you like best about the product?
The search feature and having all of the interactions within a ticket right there in front of you.
What do you dislike about the product?
Sometimes if I need something fixed quickly, I use the chat feature to talk to support staff and they send me the articles on how to fix myself. I understand this is helpful so that I can learn how to make the change in the future, but sometimes it would be helpful if the support person could be logged into our account and make a change right there. I also don't feel that the Satisfaction rating in Zendesk is valuable. There is limited capability when it comes to turning on that feature which then forces us to look for a formal VOC vendor. The customer isn't required to choose an option as to why they selected a "bad" rating on a ticket. This isn't helpful because we are not aware of why the customer rated that so we cannot contact them to remedy the situation. It would be better if that was mandatory and the customer had to select an option.
What problems is the product solving and how is that benefiting you?
No real problems with Zendesk. The benefits have been wonderful so far. We went from using Outlook for all our emails to customers and searching was a nightmare within the team. Zendesk has allowed us to have a centralized location for all of our tickets, therefore, helping us with being able to identify if a customer has contacted us multiple times and how we go about responding to those tickets.
Goes the extra mile
What do you like best about the product?
How willing to assist the team is and how they will go above and beyond to help you achieve your goals.
What do you dislike about the product?
There are things not covered like formulas. This can create challenges when trying to report on collective attributes.
What problems is the product solving and how is that benefiting you?
How to create custom metrics to present the data that is most useful for my company.
Very Helpful
What do you like best about the product?
The zendesk advocates are very knowledgable and quick to help!
What do you dislike about the product?
I do not dislike anything about the zendesk support suite
What problems is the product solving and how is that benefiting you?
I was trying to solve an issue we a store not receiving our emails, but after some research, we found the fix.
Great experience and support!
What do you like best about the product?
The representative was very knowledgeable and patient. They did their best to test out every possible avenue to figure out why my connection was causing problems for me.
What do you dislike about the product?
Everything was great! The wait would be my only dislike but my issue being resolved so quickly made up for it :)
What problems is the product solving and how is that benefiting you?
All kinds of updates and changes to help me be more efficient with my job
Knowledgeable and speedy!
What do you like best about the product?
Zendesk Support is knowledgeable and speedy.
What do you dislike about the product?
As of now, I have not come across anything I've disliked.
What problems is the product solving and how is that benefiting you?
I had issues integrating Zendesk Chat into my wordPress website. They assisted with my problem and got me up and running.
Excellent Technical assistance.
What do you like best about the product?
I'm learning and browsing the features of Zendesk and I like the part in creating articles.
What do you dislike about the product?
Quite challenging to navigate and create reports.
What problems is the product solving and how is that benefiting you?
Creating call reports and I knew that I can customize it.
Zendesk support
What do you like best about the product?
It's incredibly simple and quick to set up. It's quick and easy to start seeing the benefits of the new system.
What do you dislike about the product?
There is a lack of field level security, so all information is shared with all colleagues which is not necessarily ideal from an personal security point of view.
What problems is the product solving and how is that benefiting you?
Understanding the flow of support queries and how long they take to answer is really beneficial to us. The in built reports are invaluable for MI reporting.
Recommendations to others considering the product:
Absolutely great product for service desk support.
Zendesk is the best CRM out there.
What do you like best about the product?
The most helpful about Zendesk Suite is how everything is connected so you can have easy access to all the customer information that you need to ensure the complete customer experience. In Zendesk Support, having the chance of gathering several channels into one is, for us, is a potent tool; also, all the triggers and automation are very helpful to maintain a smooth workflow.
What do you dislike about the product?
What is least helpful of Zendesk support is the lack of other channels like Instagram that nowadays are very active and essential for many customers.
What problems is the product solving and how is that benefiting you?
We use Zendesk to help our customers and elevate our customer experience; also, it has been beneficial to have a supportive space with the Zendesk Guide, which allows us to help many of our clients by using self-serving.
Recommendations to others considering the product:
If you have any doubt, you can always ask for help directly with Zendesk Team, use channels like live chat or the customer community; they have always answered me.
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