Zendesk Suite
ZendeskExternal reviews
6,538 reviews
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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.
Great Support team. Very helpful, polite, and quick to respond
What do you like best about the product?
The support team was very polite and helpful. Rusty was my support agent. He was helping me solve an issue that was not necessarily a Zendesk issue. At first we worked through the basic troubleshooting, and when that did not work, he continued to provide me with other instructions. He stuck with me the whole time (about an hour or two). Once we figured out that the problem was the phone of the agent on our team, he worked me through a few things I could do to make the phone possibly work. He was very helpful and responded quickly, and was patient when I needed time for a response.
What do you dislike about the product?
I do not like how customer support agents cannot see your past conversations with other support agents. This would be helful because you would not have to re-explain your situation. Also, I wish the bots would transfer you to a real assistant instead of referring to articles that may "match" with your question. I asked the bot for a human assistant and it was unable to connect me with one.
What problems is the product solving and how is that benefiting you?
It is our entire ticket system for our company. It is vital to our company, as it is crutial to our support team and our members. Members create tickets and our Health assistants are able communicate with our members in a very secure and private way.
Best customer support site
What do you like best about the product?
Easy to use. Great interface. And the support team is amazing in case you get stuck.
What do you dislike about the product?
There are some features that are not available for the lower-tier subscriptions. But that's expected, so it's not a complaint.
What problems is the product solving and how is that benefiting you?
I'm using it to support my trainees. I've realized these benefits:
- We support all trainees together with my customer support agents
- We're able to get all tickets and respond to them. If we were to use free email providers, a lot would be missed.
- Macros makes it easy to respond to frequently asked questions
- The automation features are amazing!
- We support all trainees together with my customer support agents
- We're able to get all tickets and respond to them. If we were to use free email providers, a lot would be missed.
- Macros makes it easy to respond to frequently asked questions
- The automation features are amazing!
ultimate.ai
What do you like best about the product?
Support, whenever there is an issue they try to find solution
What do you dislike about the product?
nothing comes to my mind, might be a little bit overwhelming for new users
What problems is the product solving and how is that benefiting you?
Adjustments to bot that is handling customers. I can see that its deflecting some customers with automated data providing.
Recommendations to others considering the product:
If you need simple way to build a bot, this is way to go to.
Agent answered complex multi-part questions and provided references. Well done.
What do you like best about the product?
The references that I could look up on my own afterward.
What do you dislike about the product?
Nothing really, the agent handled her business.
What problems is the product solving and how is that benefiting you?
Not knowing the default automations and triggers. It has been a reliable platform; I need a class or some kind to get the most out of it.
Recommendations to others considering the product:
Onboarding Call.
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