Zendesk Suite
ZendeskExternal reviews
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Perfect platform for all of our customer support and experience related needs.
What do you like best about the product?
I really like the interoperability between platforms. We've connected Amazon Connect as our phone service, and it's been very effective to use directly in the ZenDesk Experience.
What do you dislike about the product?
Charging on a per-seat basis when there are items that certain team members aren't using. Need more selectability in terms of who is on what - or move to a flat rate for specific services (i.e. chat, phone, help center, etc.)
What problems is the product solving and how is that benefiting you?
The biggest problem is being able to easily track customer requests and responses. Also, the help center has been very effective, and we have a ton of traffic going through our help center articles which helps reduce the amount of calls/request tickets we receive.
Zendesk is the best!
What do you like best about the product?
I like how user-friendly Zendesk is, and their support is exceptional. Zendesk integrates with just about any other software as well.
What do you dislike about the product?
I have no bad things to say about Zendesk
What problems is the product solving and how is that benefiting you?
The most significant benefit is the data I get and customer satisfaction reviews. I am able to reach out to customers who have given negative reviews and this gives me another chance to provide them with a good experience.
Recommendations to others considering the product:
Just try it out and you will see the benefots.
Zendesk is Support Team Friend
What do you like best about the product?
I like the easy feel and navigations options
What do you dislike about the product?
Nothing so far. I'm just getting used to it
What problems is the product solving and how is that benefiting you?
I'm solving automation problems with tickets and SLA
Recommendations to others considering the product:
Zendesk is very popular and has great articles and support which was my main reason for purchasing
ZenDesk Support Suite is a Business Changer
What do you like best about the product?
ZenDesk's entire suite is an incredible addition to any business. The Help Center through ZenDesk Guide makes a huge difference to customers helping themselves and makes you think twice aboutold fashioned FAQ's. ZenDesk Support's ticketing system makes incoming emails easy to interact with and stay on top of!
What do you dislike about the product?
Connecting ZenDesk Support to any Microsoft emailing system is difficult and the instructions provided by ZenDesk for overcoming this issue are inacurate. My suggestion is to get on a support call with Microsoft from the start to make sure email forwarding and outgoing messages are working correctly. Save yourself the time and headache of trying and failign to do it yourself.
What problems is the product solving and how is that benefiting you?
Quicker response times for incoming support requests and "macros" aka saved responses shorten support time!
Very useful tool to help serve our seasonal business' customers
What do you like best about the product?
ZenDesk helps us keep track, unify and streamline all of our customer communication. It helps with emails, chats, phone calls, even connects to Facebook and Instagram. As well as provides a great and easy-to-build and manage FAQ section (Guide). Whenever we have any questions, their support team is always easily reached and helpful.
What do you dislike about the product?
Sometimes it's hard to find information on certain functionalities or features. The Admin interface is not the most user-friendly experience either. I often have to reach out to the support team for guidance.
What problems is the product solving and how is that benefiting you?
Helps us reduce the number of customers contacting us through multiple channels, helps customers get answers even before we reach back to them (through Guide and Answer Bot). Multiple extensions and automation help us solve customer queries faster. The Talk function transcribes messages for us, making a tremendous difference for our CSR.
If you are not sure if this product is for you, give it a try. I was a bit apprehensive at the beginning but now I see myself adding more and more ZenDesk products to our current setup.
They have an amazing trial structure so you can test it out before you fully commit.
If you are not sure if this product is for you, give it a try. I was a bit apprehensive at the beginning but now I see myself adding more and more ZenDesk products to our current setup.
They have an amazing trial structure so you can test it out before you fully commit.
Recommendations to others considering the product:
Please give their trials a try, they provide you with plenty of time to play around with different features before you make your decission.
Amazing support solution!
What do you like best about the product?
Extensions and integration capabilities. I love how you can integrate it with so many solutions. It's what makes Zendesk better tham any other support solution out there
What do you dislike about the product?
If i had to pick one thing i dislike about zendesk, it would be the pricing. It's the most expensive solution out on the market today, but it offers way more capabilities than any other solution
What problems is the product solving and how is that benefiting you?
Turnaround time, for one. Overlooking emails is also now a thing of the past.
Recommendations to others considering the product:
Finding the right subscription may be challenging. I recommend identifying 1) how many agent seats you need and 2) finding out your company's best interest/hot points such as whether or not they need custom analytics or a self service experience. These all play key roles in identifying the right subscription for you.
Inventory Manager
What do you like best about the product?
Simplicity, good support, friendly staff
What do you dislike about the product?
A little complicated to figure out some features without googling.
What problems is the product solving and how is that benefiting you?
Chat options, Love the translation from french to english, it does a very good job.
Recommendations to others considering the product:
Works better the more organized that you are within the ticket forms
Ready to use, out of the box solution for growing support teams
What do you like best about the product?
Self-service features, out of the box insights into support data
What do you dislike about the product?
Some in depth questions would be easier to discuss over the phone, though Zendesk's account management team is always willing to meet (just not on demand).
What problems is the product solving and how is that benefiting you?
We have limited documentation for team training, but Zendesk acts as a repository for information our team needs. It is simple to use and allows us to put our clients first rather than fight against our toolset.
Zendesk is a great tool for customer service. It makes connecting with customers easy
What do you like best about the product?
Ease of use and number of features on the platform to make support easy and quick to provide
What do you dislike about the product?
Occasional lags in the system but that is usually due to network error
What problems is the product solving and how is that benefiting you?
Helping customers with booking needs and ensuring they can. goon vacation and have a great time
Zendesk Believer
What do you like best about the product?
Simple for agents to understand. The search mechanism is fantastic!
What do you dislike about the product?
It is not as straightforward as I would like to implement predefined questions to ask when a chat session begins.
What problems is the product solving and how is that benefiting you?
We are ensuring that every customer's email is responded to in a controlled manner.
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