Zendesk Suite
ZendeskExternal reviews
6,505 reviews
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u.ai Review
What do you like best about the product?
Apart from the functioning of the bot, in general, I like that the Backoffice is very user friendly and it is easy to navigate through all the settings
What do you dislike about the product?
Mostly the long loading times on the page sometimes
What problems is the product solving and how is that benefiting you?
We are getting rid of queries that do not necessarily need agent interaction and are able to automate more and more with integrations without completely losing the personal touch.
User friendly and very efficient, enjoyable to work with
What do you like best about the product?
I enjoy building dialogues and using the different features, being able to train the bot in various topics
What do you dislike about the product?
I have only been using the product for a short time and have found nothing I dislike at this point
What problems is the product solving and how is that benefiting you?
Deflecting contact that comes through to our agents.
Happy to Help
What do you like best about the product?
The help articles combined with excellent customer service were beneficial.
What do you dislike about the product?
I didn't appreciate the amount of time it took to resolve the issue, which ended up not being Zendesk's fault anyway.
What problems is the product solving and how is that benefiting you?
I was working with email integration with Sell. I realized that not only did I submit a service request, but I was then sent articles related to the issue and was followed up on by a representative.
Zendesk Support Was Very Helpful and Cooperate
What do you like best about the product?
My account was not fully activated and was having a lot of errors, I reached out to support and discussed everything in detail. The support agent patiently addressed my concerns and fixed the issues in my account, very satisfied with the service and product. BEST PLATFORM!
What do you dislike about the product?
They are best in what they do, there is nothing to dislike.
What problems is the product solving and how is that benefiting you?
I am trying to automate the support process for my product using Zendesk Support Suit, I have got access to the complete infrastructure of managing my customer at a great level.
Recommendations to others considering the product:
I would recommend new startups and businesses to consider Zendesk for their support management and automation, I have compared most of the products but none of them is as Zendesk is.
Straightforward Response in no time
What do you like best about the product?
Zendesk Support replied pretty quickly to my inquiry with a tailored reply.
The reply was straightforward, not a sum of polite support expressions. They explained to me what was going on and how they would support me. I appreciated the sincerity.
The reply was straightforward, not a sum of polite support expressions. They explained to me what was going on and how they would support me. I appreciated the sincerity.
What do you dislike about the product?
I wished they would provide an ETA, even vague on the fix. Or the option to get notified when the fix is released.
What problems is the product solving and how is that benefiting you?
We are using it for our daily interactions with our customers on various channels.
Great platform ! Simple & Intuitive
What do you like best about the product?
Brings everything into one centralized view, a plethora of Apps & Integrations avaialble. Easy to customize for usability and collect data.
What do you dislike about the product?
Admin training can be basic and expensive at times. Other than that, totally love it!
What problems is the product solving and how is that benefiting you?
Omnichannel approach! reporting and data collection are made easy. We are getting insights into consumer behavior we didn't have before.
We love this system
What do you like best about the product?
We love being able to share leads and contacts, see all the information from beginning to end, and follow up on their progress.
What do you dislike about the product?
Not always do email threads show up for others not involved in the email.
What problems is the product solving and how is that benefiting you?
All of them. We're able to track everything from beginning to end, all from regular employees to management.
Recommendations to others considering the product:
Please check out their services, we truly love them
Fantastic Suite of Products
What do you like best about the product?
The agent workspace in Support is well developed and facilitates our typical call flow. There are enough features to make our tickets detailed enough we can pull information into Tableau and generate reports visible to other areas of the business. The talk module is well developed and accommodates our complex user base. The guide module has been extremely crucial in sharing knowledge among our teams and with our end users.
What do you dislike about the product?
The Zendesk suite would benefit significantly from the addition of a native Workforce Management tool. The talk module should have a more straightforward way of adding a front end to an existing IVR recording. The agent workspace could be made better by introducing customized dashboards, specifically, to include more fields from tickets such as SLA. There are frequent issues with call acceptance for our agents. To resolve these issues, they must clear browsing data/cookies often to keep Zendesk working.
What problems is the product solving and how is that benefiting you?
Over the past 2.5 years, we've successfully consolidated our support channels into one app and created a universal Help Center to address our entire user base. Our teams have become more efficient and more engaged in their work by using Zendesk's cohesive workspace.
The collaboration works perfectly!
What do you like best about the product?
The collaboration has worked perfectly all the time. We get support and help whenever we need it and best of all, chatbot has made our work easier and customers get help with their questions more efficiently.
What do you dislike about the product?
There´s nothing I dislike at this point. :)
What problems is the product solving and how is that benefiting you?
With the help of automation we can answer frequently asked questions and we can also collect the necessary preliminary data in the most challenging situations. Our customer service has more time to perform more demanding tasks.
Call center, chat, email and social media messaging all together
What do you like best about the product?
Zendesk offers most the top ways to engage high-value leads as they visit our website. When customers access live chat support directly from the website they are more likely to get interested with our products and services.
It integrates well with Facebook and Twitter allowing us to follow our customers and engage them in their favorite apps
It integrates well with Facebook and Twitter allowing us to follow our customers and engage them in their favorite apps
What do you dislike about the product?
The sidebar limits the number of tickets we can breakdown but that is just a minor issue.
What problems is the product solving and how is that benefiting you?
Filtering conversations to focus on what most important as well as classify tickets for archiving purposes and tracking.
Monitoring of events and website traffic to better understand what the customers need.
Assigning tickets to the right agent depending on workload and skills.
Monitoring of events and website traffic to better understand what the customers need.
Assigning tickets to the right agent depending on workload and skills.
Recommendations to others considering the product:
All customer interactions from every channel are under one interface. It features reports on customer satisfaction ratings and agent performance reports for deeper understanding of how the customer support is performing. Customers experience quality conversations that are far more powerful than sending numerous emails.
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