Zendesk Suite
ZendeskExternal reviews
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It is great to know how customer experience is improved with the use of technology.
What do you like best about the product?
It has improved customer engagement and customer happiness
What do you dislike about the product?
I don't see much except UI can be improved
What problems is the product solving and how is that benefiting you?
Increasing leads
Recommendations to others considering the product:
Go ahead without any second thought
My review about experiences using zendesk support suite at my company betabrand
What do you like best about the product?
What I like best about it is that it is pretty intuitive overall and has a solid user interface and it does allow me to multitask while trying to assist customers for the most part. The aesthetic of the user interface is also fairly pleasing to the eye as well. I also really appreciate that there are built in features to be able to track our team's performance in a number of different ways and categories.
What do you dislike about the product?
What I dislike about it is there are certain small features that should have more user controllability. Sometimes there are definitely bugs where certain plug in features won't work as they should which make our job more difficult and zendesk's support hasn't been the most helpful in solving those issues. Which can be frustrating because if they aren't able to help use out, we really don't have any way of trouble shooting those issues and just have to deal with it in the mean time. Also it would be nice if there was a built in feature for rating/reviewing customer interactions and be able to have some sort of rewards system for the user.
What problems is the product solving and how is that benefiting you?
I am solving an endless amount of problems that all have to do with customer service as we use it to solve tickets and phone calls from customers we receive. The benefits are that it allows us to do a number of different tasks from the same program.
Recommendations to others considering the product:
I would definitely give it a shot at least and there's a decent change it will work for what your needs are!
All in One customer service solution
What do you like best about the product?
Zendesk integrates with our E-Commerce storefront and our back-end system allowing for full visibility to our customer service agents. Visibility for management to review agent's emails and chats with customers helps to either improve the company processes and procedures or an individual's work.
What do you dislike about the product?
They should allow more reporting features in the Professional plan.
What problems is the product solving and how is that benefiting you?
Customer emails are being routed to the agents that are best trained to respond, customers have commented that the follow-up emails are useful as they may have missed an initial reply from our agent and we have it triggered to send an email if the customer has not replied to us in x amount of time.
We also centralize our communications with customers using one system so it much easier to view for management and ownership
We also centralize our communications with customers using one system so it much easier to view for management and ownership
Recommendations to others considering the product:
The system is easy for agents to learn centralizes all forms of communications between your customers and agents. If set up correctly, management can have the ability to oversee all of their agent's communications and have ratings provided by customers to is a well built-in feature.
Zendesk Review
What do you like best about the product?
Quick responses to my questions that need answers
What do you dislike about the product?
Nothing that I can think of. Zendesk Support has been great
What problems is the product solving and how is that benefiting you?
It helped me with organizing my Smart Lists and Contacts to keep better track of who all Ive been in contact with
A top platform for support
What do you like best about the product?
Clean UI and simple. Well planned UX. Reliable. Great service and support so far.
What do you dislike about the product?
There are issues with the tickets and communication/reminders for users. Some of our users complain that they get asked to create a "zendesk account" for their communication with us re issues. We used to use INtercom and that was a lot better in these senses. Also showed where the user is from (which account/company). We have not used the bots and I hope they work as well as Intercom. Also we got used to not worrying about where the support response goes. INtercom knew if they are online or not. Here we need to pick email vs chat message manually.
What problems is the product solving and how is that benefiting you?
B2B SaaS support.
My experience was quick, easy, and informative!
What do you like best about the product?
Everything! Accessibility is essential, and everything is easy and accessible.
What do you dislike about the product?
The only downside for our end of the platform is that our team uses the platform for ticketing, and outside consumers are do not communicate within our platform, so we cannot use ALL of the bells and whistles support has to offer. Just the ones that make the most sense for our usage.
What problems is the product solving and how is that benefiting you?
We remain organized as a whole which is imperative to our scope of work. Our team is capable of easily reviewing items in the platform and we can communicate effectively on each ticket.
Review
What do you like best about the product?
Helpful support and easy to use interface.
What do you dislike about the product?
Cloud tag not updating on a daily basis.
What problems is the product solving and how is that benefiting you?
Had trouble with tags disappearing, but that was resolved when we realized the custom field was associated with a specific tag. So I've updated the custom field with the tag I actually want.
Works for what we need it to do
What do you like best about the product?
The stats are easy to get to and view. Once you log in, everything that you need to get started is right there for your to see.
What do you dislike about the product?
When something needs to be changed in the settings, the steps are very detailed. Customer support only really helps by showing you different articles instead of just letting you know quickly what needs to be done.
What problems is the product solving and how is that benefiting you?
We are able to effectively communicate with our customers through various channels of communication.
Recommendations to others considering the product:
Ask lots of questions when communicating with Zendesk support.
Prepared team that guides you until getting the solution
What do you like best about the product?
Not closing a ticket until the issue is solved.
What do you dislike about the product?
Time to respond after a chat converts into email ticket
What problems is the product solving and how is that benefiting you?
Data & Analytics, Manage account and setting new configurations
Versatility and Reliability
What do you like best about the product?
Zendesk is a reliable ticketing system that we have used for not only managing our emails from our customers but also we have used it as an IT ticketing support system to manage our IT requests. They allow you to configure your domain as you need to fit the needs of the business unit. Using it really makes it a versatile tool. They recently launched a new analytic platform EXPLORE that once you learn how to use it, it becomes a valuable took and a very configurable tool as well
What do you dislike about the product?
Sometimes when you put in a ticket to their support team, it can take them about 48 hrs to respond. By all means, not all the time, but there have been instances where a particular issue takes a bit of time to get some attention. On the flip side, I have had several stellar experiences with their support team.
What problems is the product solving and how is that benefiting you?
We needed a reliable service to handle all of our customer/member emails and a way to report on the work the staff does. Zendesk was a replacement for an antiquated email platform that was just so far out of date, and we were having constant problems and a severe lack of analytics. For a while, we also used Zendesk Support to handle all of our internal IT requests.
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