Zendesk Suite
ZendeskExternal reviews
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Useful tool for the sales person
What do you like best about the product?
I am able to track customers, tasks and results easily and quickly so I am not spending 20-30 minutes per meeting or call.
What do you dislike about the product?
Lost data (files and web addresses) that I have input or uploaded. I still have to keep a backup file since I have lost information.
Cleaning up duplicates is tedious.
Someone on our team was able to go reactivate deleted and duplicate accounts and I am having to go through many old oboslete "leads" a second or third time. Delete should delete, not put somewhere for an admin. to randomly reactivate.
Cleaning up duplicates is tedious.
Someone on our team was able to go reactivate deleted and duplicate accounts and I am having to go through many old oboslete "leads" a second or third time. Delete should delete, not put somewhere for an admin. to randomly reactivate.
What problems is the product solving and how is that benefiting you?
Zendesk Support is great. Lots of communication and issues resolved. Support website can be difficult to naviagate at first. Tried to make you self diagnose first before helping.
Useful once everything has been set-up
What do you like best about the product?
Automation is very useful. The support if issues are found is also great with a good community and helpful support team.
What do you dislike about the product?
It can be a little complicated to set things up, and it feels like the full potential can only be unlocked if there is existing coding knowledge.
What problems is the product solving and how is that benefiting you?
A better auditing trail for our tickets has been great. We didn't realize how useful automation would be. Help center has also been very helpful to clients.
Its really good but could have been better with more interactive trainings.
What do you like best about the product?
Its very organised and is user friendly.
What do you dislike about the product?
Could have been more interactive and easy to navigate.
What problems is the product solving and how is that benefiting you?
Working on tickets is simple and easy. Wish there was an easy way to add macros. Not really sure if there is any.
Taking calls and chats.
Sending emails.
Taking calls and chats.
Sending emails.
Recommendations to others considering the product:
The training could be more interactive with some more quizzes. There is still some room for improvement.
Quick help when things went wrong
What do you like best about the product?
Support was quickly able to identify there was a service status issue. Even before the web page showed there was an issue, the issue was resolved.
What do you dislike about the product?
Sometimes the invoices and billing is confusing
What problems is the product solving and how is that benefiting you?
IT support,
Maintenance
Call centre
Maintenance
Call centre
Recommendations to others considering the product:
It is very powerfull and does take some time to configure to whaqt you need.
Zendesk Support Suite Review
What do you like best about the product?
I like the ease of use it provides. It gives me the ability to switch between different features of the app. Very well laid out and easy to maneuver. Having tickets and chats available easily to swtich between in. a great feautre.
What do you dislike about the product?
The ticketing system is sometimes slow to react to updates or changes made to the ticket.
What problems is the product solving and how is that benefiting you?
The number of incoming clients we have and how to triage effectively. The benefits of the chat feature are great - we can now connect with multiple clients at once. This is a huge time saver for myself as I often have a few conversations going at once
Recommendations to others considering the product:
If you are looking to have a CRM that will allow you to connect and manage your clients and prospects then Zendesk is the platform for you! We have been using it for a few years now and love everything it has to offer.
Quick response
What do you like best about the product?
Having someone to chat with LIVE is extremely helpful when you are needing assistance with an issue that can not be found within a help article. Having someone right at your fingertips is more convenient than call and 800 number and waiting on hold etc.
What do you dislike about the product?
We are still making adjustments to our daily use on Zendesk. This is a growing and learning experience for all members and we have enjoyed it thus far.
What problems is the product solving and how is that benefiting you?
We have not encountered any issues thus far what we have not been able to resolve with the help articles and or the LIVE chat.
Recommendations to others considering the product:
Make sure you know what you want and how you want to have it presented and Zendesk Support will go above and behind to assist you and make sure that they hit all your expectations and then some. Zendesk will show you things that you more than likely never knew were even an option. The Zendesk Support Suite has been wonderful and easy to navigate. You have help right at your fingertips, literally. This has been a great investment for our company and every day something new is learned.
Awesome Addition To Our eCommerce Experience
What do you like best about the product?
The ability to immediately tend to our customers needs.
What do you dislike about the product?
Account management is minimal and seems like more of a sales tactic than a support team.
What problems is the product solving and how is that benefiting you?
Reporting, low touch resolution, seamless integration.
Zendesk is very helpful, but could be more user Friendly
What do you like best about the product?
I like how emailing, calling, chatting and so many other things can all be done in one place. I really also enjoy that everything is tracked so easily and kept on a file for each individual, which can be used for future reference. Employees are able to remain consistent and uphold company policies much easier because of this.
What do you dislike about the product?
Things can be very finicky or you have to input things so specifically. For example, when searching for a customer with a phone number, the format has to be an exact way. I also feel like things could be done in fewer steps and overall be more simplified while maintaining the same quality of service.
What problems is the product solving and how is that benefiting you?
Communication with customers is much easier, especially since things can be well documented in one space. In previous companies that I have worked with that didn't use software like Zendesk, there is much more inconsistency because employees are not able to communicate everything with each other as they all do not work at the same time. Zendesk solves that problem because we are able to hold records of all interactions, leave notes for each interaction and remain consistent because of this. Because of the use of Zendesk, employees are able to read all important notes or listen to calls before interacting with a customer in difficult situations to be kept 100% up to speed in what has happened over the course of each customer interaction.
Recommendations to others considering the product:
If you are looking for a software that will ease communication between your company and your consumers, Zendesk is a great platform for this. through Zendesk, communication is not only easier, it is more effective as well.
The person who chatted with me was helpful.
What do you like best about the product?
If a person has full admin access to all the applications within Zendesk, the suite is fairly user-friendly.
What do you dislike about the product?
Once your access starts getting trimmed, the ability to make any changes or updates to the functionality gets harder to accomplish. I am an Admin for Guide, but there are many things that rely on Zendesk Support and Zendesk Explore to figure out, and without full Admin access a user can't fully set up things completely. Some things that seem obvious from a help center perspective, are not available or functional. Things like allowing an article to have a visible label or tag to notate the origin of the article. There should be more "drag and drop" features for easier manipulating for User Segments and other items. Also, there should be a way to pull a list of labels and tags easier than creating a 30-day use report.
What problems is the product solving and how is that benefiting you?
Working on how to create our Guide and make it secure and easy to use. We do like the way that Knowledge Capture incorporates Guide directly into Support. Our Call Center will really appreciate having this type of tool to assist our customers with questions.
Recommendations to others considering the product:
Figure out exactly how you want your internal and external users to access your company information. Spend some major time planning out how you want to roll out the support site.
Scalable omni channel enterprise support CRM
What do you like best about the product?
I like best how without needing outside integrations you can accomplish most if not all needs to provide stellar CX
What do you dislike about the product?
Medium to small size businesses seem to get the short end of the stick when it comes to support and account management.
What problems is the product solving and how is that benefiting you?
Omnichannel approach to support allows Appetize Support to assist clients in any aspect of help they need and seamlessly bounce from one channel to another while maintaining a single conversation with our end users.
With this being said, all of these channels bubble up into a single metrics platform (Zendesk Explore) which allows us to make highly educated decisions on how we run the business and support our userbase.
With this being said, all of these channels bubble up into a single metrics platform (Zendesk Explore) which allows us to make highly educated decisions on how we run the business and support our userbase.
Recommendations to others considering the product:
Consider if a free tool or other support platforms for your org if you're a SMB as Zendesk isn't built to support you well enough in my opinion. I may have this opinion solely on how my account has been managed (or lack thereof) and may feel differently with another account manager who is more aware of my needs & usecase scenarios.
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