Zendesk Suite
ZendeskExternal reviews
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Great Customer System & Internally Easy to Follow
What do you like best about the product?
I really love the way that Zendesk has nearly endless possibilities with features, customization, and streamlined functions. The help center they have for their own product is incredible and allows users to really get into the details and helpful ways they can use Zendesk for their business. We really love that the text and email options for our customers are so interchangeable for the enriched and plain text options when building Macros and Triggers. I really love the fact that there is always room to continue to build out the customer experience with other features like the help center, chat, and more.
What do you dislike about the product?
I think some of the structures of the billing/features is a bit wonky between Legacy/Suite. I had to reach out for help a few times to ensure we were getting the features we thought we were getting. Another thing I would love to see is a bit better integration when it comes to texting options. There are a lot of ways to get texts sent when you need to, but we have experienced some issues with numbers being blocked by carriers which has cause some disturbance in our services. But Zendesk has continued to work on keeping us updated on how they are working with carriers to help us.
What problems is the product solving and how is that benefiting you?
We have saved hundreds - if not thousands - of hours with the integrations and automation that are available on Zendesk. Our company has been able to grow and create new jobs from these systems that we have created through Zendesk which has allowed our business overall to grow and become a nationwide leader in what we do. Without our customers, we wouldn't be here, so having a customer service system like this allows us to continue to make our customers happy and give them the reliability we are always there to help.
Promising product but lack in Support and analytics
What do you like best about the product?
Chat experience in all channels. Smooch features across SunCo channels
What do you dislike about the product?
We get very poor customer support! All problems related to Messaging are treated very bad. Still no full analytics for Messaging channels. I don't understand why we pay money for Explorer.
What problems is the product solving and how is that benefiting you?
Sales, service — everything related to bank products
Very happy with the chatbot
What do you like best about the product?
I am a big fan of cards & Carousels, which makes everything much more visually appealing. What I also love is the weekly meetings with our Customer Success Manager Justine. You always know what updates are coming or what is still to come (roadmap).
What do you dislike about the product?
Theres no time setting. It would be really great if you could pre-set certain dialogs, or pre-schedule the release (for example Black Friday Intent - write it in July and settle it so be published in November automaticaly. Or that the dialog can say different stuff depending on the month or time of the year (in September its "Have a good day" - in December it could automatically change to "Have a nice christmas time").
What problems is the product solving and how is that benefiting you?
It helps us immensely to process customer inquiries faster
Recommendations to others considering the product:
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Zendesk Review
What do you like best about the product?
I really like that everything is within Zendesk. Especially when a campaign is working with a number of applications, it is nice for agents to be able to access all of those in one place through Zendesk.
What do you dislike about the product?
Sometimes when using Zendesk you will be signed out, as well as being signed out of the individual applications. This can be time consuming and cause issues with user interfaces.
What problems is the product solving and how is that benefiting you?
Everything is in one place. With newer agents that are not used to working from home or with multiple applications, Zendesk keeps everything nice, neat, and together.
Excellent ticketing management tool
What do you like best about the product?
Canal integration
Very intuitive
Easy to configurate
Very intuitive
Easy to configurate
What do you dislike about the product?
Some modules are now chargeable while they were free in the previous versions
What problems is the product solving and how is that benefiting you?
Customer complaints and inquiries management
Excellent opportunities for tailoring Zendesk to your companies own use-case.
What do you like best about the product?
Many ways to make Zendesk work to suit your company. Lots of articles on the website explain how to achieve this.
What do you dislike about the product?
Due to changes and upgrades over the years there seem to be some articles and comments that contradict other articles. This makes it very confusing in some cases. For example, Messaging and Chat articles are so similar it is difficult to know which one you need to read. There is some overlap between chat and messaging but the distinction in the articles isn't clear.
What problems is the product solving and how is that benefiting you?
Answer Bot and has just been added to our instance of Zendesk and I can see it is going to make a big difference to our customers who live in different time zones. They will get an automated reply with suggested articles and so could mean they don't need to wait until agents are available.
Multi-dimensional Customer Support System
What do you like best about the product?
The most liked part of the Zendesk Support Suite is that it is possible to customize the chat widget as per our need to set up our chat flow and triggers. Also, it is possible to assign and re-assign support tickets to multiple other support agents working together in a company.
What do you dislike about the product?
The dislike thing includes too many advanced customer support features and functionalities; it might be confusing to understand its working mechanism and challenging to set up for first-time users.
What problems is the product solving and how is that benefiting you?
Zendesk is the most customizable ticketing system available, offering a wide range of features to automate customer support processes. As a result, we are now able to provide robust and timely customer support due to this software.
My experience with ultimate.ai
What do you like best about the product?
The chatbot development lifecycle is very simple,and we can deploy it with with minimal effort. I love to develop and test it. The developetment is highly UI based that ease the development workflow.
What do you dislike about the product?
The recognition efficiency is significasignificantly less when compared to other recognizers in the market. We have also evaluated with SAP chatbot where find for same type of expressions we found lesser effecieny in triggering respective skills.
What problems is the product solving and how is that benefiting you?
ERP solutions such as Plant Maintenance and Material Management.
Recommendations to others considering the product:
I will highly recommend this because it is the easiest chatbot development framework available in the market.
Zendesk is a leader
What do you like best about the product?
I like how Zendesk utilizes integrations with Jira and Slack so you can follow on multiple platforms of the ticket created and to engage a broader audience on what project is going on. Zendesk has evolved a lot throughout the years.
What do you dislike about the product?
However, I'm not too fond of Zendesk's thread system on tickets because it can become too much, and there should be a way to keep it concise.
What problems is the product solving and how is that benefiting you?
Engaging internal employees with their requests from something small to a whole project of greater scope, Zendesk helps up communicate and keep track of updates with our counterparts from around the world. I have realized this tool is essential for keeping progress moving forward.
Recommendations to others considering the product:
Try one of the easiest to use ticketing systems out there and the integrations that can make work-life less hectic.
Zendesk is power
What do you like best about the product?
Multiple workflow options, very good reports, possibility to oversee teams efficiency
What do you dislike about the product?
More reports would be a great thing for users
What problems is the product solving and how is that benefiting you?
We use Zendesk for written communication internally and externally
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