Zendesk Suite
ZendeskExternal reviews
6,538 reviews
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great product
What do you like best about the product?
The omnichannel functions. the possibility to integrate and configure the product as you please
What do you dislike about the product?
there isn't actually any dislikes.. i worked with it for sooo long, that i forgot what i disliked and just made it a habit.
What problems is the product solving and how is that benefiting you?
Support inquiries for our product. Benefits is that everyone are working in the same product, therefore easy to learn new agents.
Best Platform for Customer Communication
What do you like best about the product?
I like how quick responses come in. I also like that I can text with my customers, they can send in pics to help troubleshoot issues. I also like the iOs Apps so I can quickly and easily access on the go.
What do you dislike about the product?
One thing I don't like is not being able to initiate a text conversation with a customer. I can reply, but I can't start one. I do understand why, it would open the door to spamming and opt-out requirements that Zen may not want to mess with. I have found a good workaround on this.
What problems is the product solving and how is that benefiting you?
Staying connected to our customers via email and text is what Zen does for us. That is our primary way of communicating with our customers and Zen provides a very easy way to get it done all in one platform. We have 5 star Google and FaceBook reviews because of our support, and we couldn't have that without Zen.
Recommendations to others considering the product:
Shop around and see what is out there, Zen may not be the cheapest and other products try and have built in features that look like what Zen can do, but trust me when I say nothing functions as well and easily as Zen. You won't regret picking this solution.
Zendesk is key
What do you like best about the product?
The centralization of all support tools helps streamline workflow and increase efficiency for both the managing staff and support staff. There is a lot of great self service resources that are available to anyone. There can be a lot of learning done by yourself if you are willing to put in the time and effort to do so. Everything is easy to use - a lot of the tools and features are very intuitive and can be easily picked up by anyone.
What do you dislike about the product?
Zendesk Explore needs more work and training and the company's support team could also be quicker to respond and open up phone lines. They are now moving to their support team being messaging only which I am unsure is the right move - but I will wait and see before I pass any judgment there. There is also a huge opportunity to open phone lines and deliver support that way.
What problems is the product solving and how is that benefiting you?
A problem we had before was a disjointed customer experience. With every interaction living under the Zendesk Support Suite, the process is a lot healthier for everyone involved. We also did not have a lot of insight into any data which has been solved.
Recommendations to others considering the product:
Take a look at what exactly you need for your team and see if the extensive level of features would benefit you. They also have a great self-service center to take advantage of and see if you can learn from.
A Great Experience With Support
What do you like best about the product?
The response time and attention each support staff has was amazing
What do you dislike about the product?
In this case, I don't think I disliked the service provided, the agent took his time, read my problem carefully and proceeded to resolve it in the fastest way possible taking me through the process!
What problems is the product solving and how is that benefiting you?
A high influx of tickets and making sure we get them and our responses are sent at the correct time
Recommendations to others considering the product:
If you are looking for a program that will allow you to perform to the maximum Zendesk is for you, not only it's super easy to use but it is effective in helping us resolve the issues of our customers.
All-in-one
What do you like best about the product?
I admire how easy it is to manage tickets.
What do you dislike about the product?
I dislike how explore, support and guide are all on seperate landing pages.
What problems is the product solving and how is that benefiting you?
The main problems that we are facing with Zendesk is that most of the best features are all on the next teir (subscription plan), ideally we would like a master account that is on a higher plan and that can do more things. rather then everyone on the same plan.
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.
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