Zendesk Suite
ZendeskExternal reviews
6,522 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Advanced Customer engagement tool
What do you like best about the product?
To carry out conversation with my clients and my employees as not at all easy for me due to my hectic routine, hence I really wanted to overcome the communication barrier so that with mutual collaboration we could better work on every import issue that occurs in our various departments. Zendesk is very light application that is easily installed and easy to get started too. This application has eradicated my need of calling meetings and helped me to empower my employees, as we can easily sort any major issue due to its conversations flow feature.
What do you dislike about the product?
Zendesk is a bit costly tool that so it is not widely available for every customer, moreover it still needs some more features, especially while handling the tickets, many of them merge and it becomes complex to handle with time, I think some filtering tools should be inserted in this software.
What problems is the product solving and how is that benefiting you?
I has become very useful tool. I do not have to log in my various channels, but form this platform I am controlling my various channels’ productivity and capable of delivering the reliable customer services.
Recommendations to others considering the product:
It is very suitable for the moderate business especially for B2B type business but you can also get maximum out of it through costumers engagement via this tool. They have good cuisines services and respond in time. So give it a try if you really want to provide professional services to your customers.
User friendly interface - glitchy at times w/ area outages
What do you like best about the product?
Interface is easy to use, buttons well-placed
What do you dislike about the product?
I've had many experiences with regional outages with Zendesk that seemed a bit too frequent and made it an iffy situation when dealing with coverage. This can lead to massive issues if the platform goes down during peak commercial hours.
What problems is the product solving and how is that benefiting you?
Customer tickets, scheduling of projects, client facing issues and needs, communication between teams.
Recommendations to others considering the product:
Make sure that this is really formulated to fit your organization and your organization's needs. Have back up in case you experience regional outages - ensure that you can still access that information you have to access through the platform. Ensure you have alternative ways to communicate in case of outages.
Impressed from the start and throughout
What do you like best about the product?
The level of contact we have had from their team has been amazing - they have been fully involved in training us on how best to optimise our bot, as well as working along side us to constantly make improvements to its effectiveness.
What do you dislike about the product?
Our company have a huge volume of different and unique requests which means that we benefit from offering the multiple choice buttons for customers to press, rather than free text, but sadly there is a character limit of 20.
What problems is the product solving and how is that benefiting you?
Our largest enquiry has since halved in agent escalation, this has had a massive positive impact on our ticket volumes!
A great service and team, which helped us implement our project quickly.
What do you like best about the product?
The regular meetings helped us troubleshoot and scale the project. Through demos, training and a friendly team ensured this project was realized on time and extended to other language markets.
What do you dislike about the product?
There's very little I disliked. I would like more meetings with the developer and extended team. I also didn't enjoy the experience of Google meets. I prefer zoom.
What problems is the product solving and how is that benefiting you?
The potential to include UTM links is an interesting marketing proposition. I think it will be interesting to explore the untapped marketing and upsell potential of this tool.
Great tool to answer customer requests and assist support agents.
What do you like best about the product?
The text recognition works very well, so that customer requests are assigned to the correct intent. In case of an escalation to an agent, the agents are shown different suggested answers. This makes work easier and increases customer satisfaction. In addition, all the ultimate.ai staff I have met are helpful and try to solve problems promptly. The pricing is fair.
What do you dislike about the product?
Some parts of the UX are not yet optimized, which e.g. complicates the creation of dialog trees and future adjustments. However, new features are constantly being developed in this area and hopefully improve UX in the future.
What problems is the product solving and how is that benefiting you?
The automated answering of customer requests via live chat without reducing customer satisfaction through an uncomfortable chat experience. Ultimate.ai also helps our agents in live chat to provide a faster and still good answer by suggesting possible replies.
We can answer a large number of customer requests automatically and provide our agents with suggested answers when escalating. The agents are very happy to use Ultimate.ai.
We can answer a large number of customer requests automatically and provide our agents with suggested answers when escalating. The agents are very happy to use Ultimate.ai.
Recommendations to others considering the product:
If you are looking for a tool that combines features of a Chatbot for customer self-service a Chats-Assistent for escalated requests, try ultimate.ai. It is GDPR compliant, (quite) easy to set-up, and great to manage.
Besides their technology, ultimate.ai's support is what convinced me to work with them.
Besides their technology, ultimate.ai's support is what convinced me to work with them.
I have researched the company for a post-doc market study.
What do you like best about the product?
The level of backend automation compared to competitors in automated virtual customer service.
What do you dislike about the product?
A bit diffuse marketing of the platform´s features on the website. A bit unclear at the first glance what separates Ultimate.ai from competitors in for example Finland.
What problems is the product solving and how is that benefiting you?
I have not used the bot in practice but my impression is that it is more advanced than many of the Finnish competitors.
Recommendations to others considering the product:
Consider the potential for Ultimate.ai's growth with regards to the incredible funding the company has raised. I am sure that the features will become very sophisticated during the coming years.
Great tool with multiple integration points and collaboration
What do you like best about the product?
My favorite feature of Zendesk is the ability merge and direct tickets with other companies using Zendesk. As an example, we are working with a third party vender who is helping us with development on systems integrations. They use Zendesk as well and we were able to incorporate both parties together. When something needs to be assigned nd reviewed by a different team, all you have to do is select the team member and the ticket goes to the corresponding Zendesk.
What do you dislike about the product?
Running reports can sometimes be complicated and confusing. It would be nice if dashboards could be more descriptive.
What problems is the product solving and how is that benefiting you?
Help Desk support ticket management, Change management tracking and service level agreement metric keeping.
A very good support suite even for SMEs
What do you like best about the product?
The ticketing system is way too good. You get to use a lag free ticketing support system, where you get updates on every ticket raised by a customer. Be it a chat or an email.
In fact the free version, though having limitations works pretty well.
In fact the free version, though having limitations works pretty well.
What do you dislike about the product?
For free users the login ids could be more. Also, there can be better formatting. Let's say an user provides his details before accessing the support, the user sometimes can provide , fake random numbers, that can be reduced.
What problems is the product solving and how is that benefiting you?
Multiple chat sessions can be added with ease.
Automated messages can be saved and shared with customers online.
Solving/ solved the problem of Through customer support solutions within the given SLA.
Automated messages can be saved and shared with customers online.
Solving/ solved the problem of Through customer support solutions within the given SLA.
Recommendations to others considering the product:
Would tell them to go for the paid version.
The best Support Suite for excellent business conversations
What do you like best about the product?
The like the cloud based help desk service it is excellent and makes work life easier. They are also very good and pioneers of solving technical tickets and providing on time solutions. The integrated chat system is fantastic which makes easy to communicate with customers. One can make call recordings, customize the communication system to make emails as per business campaigns. We have also used it for inbound marketing
What do you dislike about the product?
I dislike the routing functions, sometimes it is very slow and completely automatable.
What problems is the product solving and how is that benefiting you?
I am not facing any such issue which Zendesk team is resolving, the only issue i have with them is with their routing functions as it is slow and is not automatable. The benefits I have realized I that my company is now able to use it do inbound marketing, use the phone input. We are also able to track the complete details from start to end of each customer messages. We were also able to prioritize incoming important emails efficiently. We have a 7 member team and all of us can monitor our work efficiently
Very good platform to support
What do you like best about the product?
The best thing about this platform is how easy it is to use and customize based on business needs. It also gives the possibility of having several channels through which an external or internal client can request support.
What do you dislike about the product?
You don't have the option of building a good knowledge base with the problems and solutions in place. This is an important improvement opportunity that you can incorporate.
What problems is the product solving and how is that benefiting you?
With Zendesk we were able to solve the inconvenience of opening tickets by our clients. We can now follow up on them and also prioritize them based on the criticality of the problem. We improve response times and our relationship with our clients.
showing 1,851 - 1,860