Zendesk Suite
ZendeskExternal reviews
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Prompt and Perfect
What do you like best about the product?
Always Prompt reply and Perfect resolution
What do you dislike about the product?
Cannot find the way how to open the ticket on the agent help center
What problems is the product solving and how is that benefiting you?
We are using Zendesk for handling our customer's issue
Zendesk, a must for any eCommerce company
What do you like best about the product?
Eas of use, a vast amount of features, marketplace for extended functions
What do you dislike about the product?
The reporting learning curve can be difficult
What problems is the product solving and how is that benefiting you?
We are solving the confusion between our company Brands, providing a better customer experience, and allowing our customers multiple ways to receive support. We have realized that most customers call us first vs. email form fill.
Zendesk has been an essential tool in keeping our company organized with support requests.
What do you like best about the product?
Zendesk has transformed the way we interact with and support our clients. It has become an essential tool for our support team to stay organized among many people with lots of tickets coming in every day. Zendesk's support team is always responsive and helpful in resolving any questions we have about the software.
What do you dislike about the product?
I don't have any dislikes. The Zendesk Support Suite is well designed to cover the needs of a support team and has amazing flexibility to accomplish almost anything.
What problems is the product solving and how is that benefiting you?
The biggest problem we have resolved is staying organized with support requests and not letting them fall through the cracks. Our previous software would sometimes drop tickets and not notify our team. It was also harder to track who was working on a ticket. The benefits of Zendesk are that it is designed from the ground up to help support teams perform better and it does that.
Best Customer Support Software I have Used
What do you like best about the product?
View customization. I think this is the best strength of Zendesk.
What do you dislike about the product?
Not a downside but rather a room for development, but there could be notifications set for missed tickets(when an agent should come back to a ticket but forgets). Maybe this feature is already available but I am not aware of.
What problems is the product solving and how is that benefiting you?
We can combine many different type of problems with api's on one place. The biggest benefit is saving time.
Pleasant experience and amazing support
What do you like best about the product?
I really appreciate immediate contact. I filled the contact form and within few seconds I got a call from Sales. That is really nice experience. What I really like are questions about my needs and preferences. That is what is needed. I got exactly the product I needed. also this is not only pre-sales attitude but also after-sales support is amazing. Immediate answer to questions and many ways of contact (chat, phone, community). I recommend Zendesk to everyone. Also it offers a wide variety of functions, and you do not have to use different tolls for reports or help center. Also The feature of multilingual support is a thing which is missing in other programs. Zendesk is a pioneer in this topic. You can create multiple pages for different languages and provide flawless customer experience. This also has positive impact on you company sales. I would say that Zendesk is a must have for a company which has to contact with clients especially B2C. However, multibranding they offer is also a good thing. You can create pages especially for departments or different clients. That is very useful when you have either a VIP customer or similar.
What do you dislike about the product?
The only thing which you can complain is pricing. But I understand that for good quality you have to pay. Therefore I can really complain. The product is great. It is very hard to find a thing which may be negative but if I would have to complaint about one more thing it would be that under one subscription there can be only one admin. I would like to pass my admin functions to my colleague. It is sometimes annoying that you go for holiday and you can't temporarily pass the ownership.
What problems is the product solving and how is that benefiting you?
So we got all different types of questions and queries. Zendesk allowed us to provide incredibly good support to our clients as well as improvement in our KPI's. We can see general improvement in CSAT and NPS. Also the Zendesk is offering a wide range of different addons and apps you can install. This is also a thing you can use to improve your business.
Recommendations to others considering the product:
If you are wondering if you should get a Zendesk suite do not wait it is the best product available currently on the market.
Very good software, would like to learn more about Zendesk, have signed up to use in my business.
What do you like best about the product?
havent really had much expereince on using zendesk properly, as i am a new user and still learning everything about zendesk, would love more help and assistance if possible?
What do you dislike about the product?
havent come across anything yet, so might update at later time
What problems is the product solving and how is that benefiting you?
using as a customer service tool, to catputre custoemr data, call details, create and link CSAT AND NPS surveys if possible?
The best of the best for customer support
What do you like best about the product?
Really like all the features for helping customers, the use of ticket prioritization, macros and the chat feature is very helpful to deliver great customer experience.
What do you dislike about the product?
Nothing actually, most stuff works as it should. The outbound call dial pad should be updated a little to make it easier to make calls backs.
What problems is the product solving and how is that benefiting you?
Resolving repetitive and similar problems and questions and ZD helps to make that easy while being able to add human personalization and real support at scale.
A worthy consideration for your help desk needs!
What do you like best about the product?
Is Zendesk the perfect help center? No! And good luck finding one of those. But I love Zendesk for a couple of reasons. First, they are constantly working to improve their product offering, creating a more seamless experience both for customers and agents -- and it's truly making a difference in our customer experience. Second, they have a vibrant community of users and support professionals ready and able to find a solution for almost any problem or challenge. I'll choose to work with that sort of company any day!
What do you dislike about the product?
Zendesk has a robust app marketplace which is great when you have a problem you need to solve. The only drawback is that this can add additional costs to your customer support tech stack when it's not included in the core product already. We are also very ready for them to release their Instagram integration.
What problems is the product solving and how is that benefiting you?
Zendesk support suite solves a bunch of problems for us. To name a few, we can respond to our customers on pretty much any channel we want. The combination of Guide and AnswerBot has significantly improved our self-service, reducing overall ticket volume. And finally, as our company grows and diversifies, we have the option to add additional branded help centers.
forged for agents and customers
What do you like best about the product?
Dashboard agent is simple but powerful. Agents can spend all the day in the Zendesk dashboard without excessive fatigue.
Setup is simple, API are extensive.
Perfect tools to improve CX.
Reporting and analytics tool is powerful.
Setup is simple, API are extensive.
Perfect tools to improve CX.
Reporting and analytics tool is powerful.
What do you dislike about the product?
Licensing system is scalable but no customizable
What problems is the product solving and how is that benefiting you?
Agents productivity increased.
Reports are highly customized.
All departments employees are involved.
Reports are highly customized.
All departments employees are involved.
Zendesk Review
What do you like best about the product?
I like the interface and functionality, most importantly, ease of use. If there is not an out of the box solution Zendesk has an active marketplace that will have a product that will assist a need. On top of all of this Zendesk's support of it's product is above the standard level provided in the industry. If I have an issue which is rare support is usually able to assist me right away.
What do you dislike about the product?
In the past chat support was more readily accessible and wait times were much shorter. If there was to be an improvement it would be nice to be able to get access to a support person more quickly. There have been moments (being in support myself) that I couldn't wait for in the queue and I had to try back another time. All that aside, this is truly the only complaint that I can provide at the moment and even if the support is lacking from what it once was it is still leaps and bounds above the support other companies provide.
What problems is the product solving and how is that benefiting you?
Zendesk provides all of my department's helpdesk needs, along with user documentation. Prior to Zendesk my department operated over e-mail to take user requests, the process was inefficent and didn't provide any means of tracking or trending of issues. With Guide in our suite of products my department has been able to consolidate our user documentation from another system. On top of the consolidation end user documentation can be referenced in end user requests.
Recommendations to others considering the product:
It would be nice to improve the response times and availability of the support team at Zendesk.
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