Zendesk Suite
ZendeskExternal reviews
6,505 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Quick and Precise
What do you like best about the product?
I love how everything is in one place, shortcuts are easy to add, and finding older tickets is a breeze.
What do you dislike about the product?
I haven't found anything that I dislike just yet. I hope I don't.
What problems is the product solving and how is that benefiting you?
The problems that are solved are endless. It's easy to keep in contact with partners and customers alike.
Recommendations to others considering the product:
It's a seamless program for customer service positions. I recommend it to all companies in customer service.
Exceptional Product
What do you like best about the product?
I love how customizable Zendesk is, it help me tailor it to best suit my team's need
What do you dislike about the product?
There are several areas that affect one another, but there's no way to link/map them together.
What problems is the product solving and how is that benefiting you?
My team has become much more efficient and organized - absolutely crushing SLA goals.
Great product and Success Managers
What do you like best about the product?
Easy to use interface and easily learned.
What do you dislike about the product?
Nothing I dislike personally, overall happy with the perfomance.
What problems is the product solving and how is that benefiting you?
We've seen a decent deflection in contacts for the intents built; in some areas, we're looking at around 30% deflection. We're looking forward to continuing the development of this as it allows our teams to deal with more in-depth customer needs and questions. Success Managers are easily contactable along with regular catchups to ensure we're using the product effectively, giving us tips, supporting with our ongoing development/training of the system.
Recommendations to others considering the product:
Great product with good customization options and effective in deflecting a good majority of contacts.
Best Customer Support software
What do you like best about the product?
What I like is about the Agent interface which reduces Agent effort. They have great Chat software which has great reporting features which I really like a lot. Thye have an integration with many software which enables us easy to integrate with Zendesk and support our customers effectively.
The Automation and Trigger are so flexible and ready to go which you never find in another system.
The best part is the downtime. You will very rarely face any downtime.
The Customer Support Managers in Zendesk is highly effective.
What I can say is Zendesk is the best software which I have used so far in the industry being a service practioner for 7 years. So go and use it.
The Automation and Trigger are so flexible and ready to go which you never find in another system.
The best part is the downtime. You will very rarely face any downtime.
The Customer Support Managers in Zendesk is highly effective.
What I can say is Zendesk is the best software which I have used so far in the industry being a service practioner for 7 years. So go and use it.
What do you dislike about the product?
- The Customer Support Agent isn't that effective. For example, if you contact them via Chat support and ask them a question they will throw a self-help article and will ask you to find information there. There are very few agents who will guide customers clearly to resolve the case. This is my experience because I work as a Customer Support Manager and my expectations are high. I always feel that Agents should have discourse skills, solution strategy skills because without these 2 skills you cannot resolve a customer issue.
-. I had a bad experience with their Customer Support Account Manager because we had an incident where we renewed our contract but they failed to update their database and it leads to temporary account cloure. They sored it out but that was a very bad experience we had.
Note: If Zendesk works on these 2 things they will become the best in Industry because Customer experience drives a good experience.
-. I had a bad experience with their Customer Support Account Manager because we had an incident where we renewed our contract but they failed to update their database and it leads to temporary account cloure. They sored it out but that was a very bad experience we had.
Note: If Zendesk works on these 2 things they will become the best in Industry because Customer experience drives a good experience.
What problems is the product solving and how is that benefiting you?
- With Zendesk Support Suite we are ensuring that we support clients via Email, Chat, Facebook, and phone support and it really connects well and provides us great omnichannel experience with our customers.
- Zendesk Chat Tool: Great tool it takes care of our 24 x 7 support with proper Agent experience and customer experience part.
- Guide: The guide feature has ensured us to properly set up Internal and external knowledge, which deflect customer tickets and also helps our Support agents to maintain their knowledge. We have set up a knowledge-centered support process using the Zendesk guide.
- Zendesk Talk: As a B2B company we had the challenge of doing outbound calls via Vonage and we never had that integration with Zendesk but using Talk helped us to call within Zendesk and also the calls get recorded for quality purpose.
- Zendesk Chat Tool: Great tool it takes care of our 24 x 7 support with proper Agent experience and customer experience part.
- Guide: The guide feature has ensured us to properly set up Internal and external knowledge, which deflect customer tickets and also helps our Support agents to maintain their knowledge. We have set up a knowledge-centered support process using the Zendesk guide.
- Zendesk Talk: As a B2B company we had the challenge of doing outbound calls via Vonage and we never had that integration with Zendesk but using Talk helped us to call within Zendesk and also the calls get recorded for quality purpose.
Amazing
What do you like best about the product?
They are always in time, doing their job greatly
What do you dislike about the product?
I don't know, should work with them more to realize what they are doing wrong
What problems is the product solving and how is that benefiting you?
Integrations of zapier for new employees and their google sheets
Great support assistance with extensive knowledge and great service
What do you like best about the product?
Elaboration of the requested information.
A lot of help using the chat was available for me for a long time and for my questions (and I had many questions).
I got all the information I needed and even beyond.
The dedication and the help from the support agent were perfect.
Thank you, James, for all of the help you have provided.
I will not hesitate to contact you again in the future. For now, I have many articles to read and try,
A lot of help using the chat was available for me for a long time and for my questions (and I had many questions).
I got all the information I needed and even beyond.
The dedication and the help from the support agent were perfect.
Thank you, James, for all of the help you have provided.
I will not hesitate to contact you again in the future. For now, I have many articles to read and try,
What do you dislike about the product?
Nothing, it was perfect! Nothing was bad.
I got a lot of help and support and not sure what I can write here, as there was nothing wrong with the conversation.
The availability was perfect, and the assistance as well.
Surely, nothing is wrong with your service for now.
I got a lot of help and support and not sure what I can write here, as there was nothing wrong with the conversation.
The availability was perfect, and the assistance as well.
Surely, nothing is wrong with your service for now.
What problems is the product solving and how is that benefiting you?
Explore issues, trying to figure out how to work best with this application.
I have learned a lot using the articles provided. I am going to test all the suggestions from the chat conversation.
Also, I am happy to have the option to send myself the chat in the email (I will not forget anything).
James was excellent with his patience and great attitude.
I will be happy to contact you again if I will further need assistance. Thank you for having such great service on your end and availability to assist.
I enjoyed the chat, as it was thorough and very informative. No complaints at all.
I have learned a lot using the articles provided. I am going to test all the suggestions from the chat conversation.
Also, I am happy to have the option to send myself the chat in the email (I will not forget anything).
James was excellent with his patience and great attitude.
I will be happy to contact you again if I will further need assistance. Thank you for having such great service on your end and availability to assist.
I enjoyed the chat, as it was thorough and very informative. No complaints at all.
Recommendations to others considering the product:
I think you should continue with your awesome way.
Maybe to add some more articles to your knowledge base and make it a bit more available and accessible to search.
Maybe to add some more articles to your knowledge base and make it a bit more available and accessible to search.
Product Manager
What do you like best about the product?
Simple to set up and create business rules
What do you dislike about the product?
Needs better integrations and control of UX
What problems is the product solving and how is that benefiting you?
Customer support across mutliple products and setting up a community for the product
Awesome Tool
What do you like best about the product?
The customization of the tool and the different ways to visualize the data but I also loved the great chat support
What do you dislike about the product?
There is not anything that I don't like about this tool
What problems is the product solving and how is that benefiting you?
Productivity , utilization are among the problems I'm able to resolve with zendesk
Recommendations to others considering the product:
I highly recommend to any company to have Zendesk as part of their tools
Very Helpful!
What do you like best about the product?
There is a wonderful help section with a plethora of help articles, and if you can't find the answer, there are agents available on live chat to help.
What do you dislike about the product?
Sometimes, it's hard to search through a large number of questions to find one relevant to you.
What problems is the product solving and how is that benefiting you?
I use Zendesk in my Customer Support team and it is really helpful to keep all contacts in one place.
Great Product. Great Service
What do you like best about the product?
The reps cater to you. They take their time to show you how things work, make sure you understand, and are confident in using their tool independently. And results of the chatbot are more significant than expected, with over 50% deflection rates in the initial launch.
What do you dislike about the product?
There was a lot more involvement on our side than initially expected. It makes sense that we would be so heavily involved at the start to build the bot. But initially, I thought maybe 95% would be handled by the Ultimate team. Going through the process, though, I realize that was an unrealistic expectation.
What problems is the product solving and how is that benefiting you?
With Ultimate AI, we are deflecting about 57% of chat inquiries, which frees up our live agents to handle urgent inquiries only. And more customers can self-serve.
showing 1,851 - 1,860