Zendesk Suite
ZendeskExternal reviews
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Good product, service and agile way to work together with customers!
What do you like best about the product?
I have work together with Ultimate AI teams and owners from 2017 and we have got good results together, thanks for customer centric way to work and superb technology & service.
What do you dislike about the product?
Can't say anything that I would dislike.
What problems is the product solving and how is that benefiting you?
Together we have solved many different challenges which have related e.g. need to converting voice/email/chat/f2f/social contacts to Chatbot AI contacts and by doing this reduce contact cost to organisation.
Good chat bot solution
What do you like best about the product?
he dashboard is easy to handle and you can customize and adapt your dialogs quickly. The support of Ultimate.ai is amazing because they are always reachable and provide us with suggestions for optimizations.
What do you dislike about the product?
However it must be mentioned that it is a huge effort to phrase and maintain expressions for each contact reason. Ultimate.ai supports you but most of the work need to be done by yourself.
What problems is the product solving and how is that benefiting you?
We are still in a test phase (and therefore only answer standard requests) but the bot has been performing very good since the first day.
Recommendations to others considering the product:
We have been working with Ultimate.ai since end of 2019.
We are still in a test phase (and therefore only answer standard requests) but the bot has been performing very good since the first day.
The dashboard is easy to handle and you can customize and adapt your dialogs quickly. The support of Ultimate.ai is amazing because they are always reachable and provide us with suggestions for optimizations.
However it must be mentioned that it is a huge effort to phrase and maintain expressions for each contact reason. Ultimate.ai supports you but most of the work need to be done by yourself.
We are looking forward to integrating our chat bot into further onlineshops and an ongoing great cooperation with Ultimate.ai!
We are still in a test phase (and therefore only answer standard requests) but the bot has been performing very good since the first day.
The dashboard is easy to handle and you can customize and adapt your dialogs quickly. The support of Ultimate.ai is amazing because they are always reachable and provide us with suggestions for optimizations.
However it must be mentioned that it is a huge effort to phrase and maintain expressions for each contact reason. Ultimate.ai supports you but most of the work need to be done by yourself.
We are looking forward to integrating our chat bot into further onlineshops and an ongoing great cooperation with Ultimate.ai!
Zendesk - The most Zen like experience at your desk
What do you like best about the product?
The ability to receive all of your customers inquiries in one spot. Whether you are using one platform or multiple platforms you can centralize all of your client correspondence.
What do you dislike about the product?
If you are not on top of all of your correspondences it can get a little messy in there.
What problems is the product solving and how is that benefiting you?
We have heavy client contact whether they are reporting damaged goods or just inquiring in the purchase of a new product. Zendesk allows for us to receive all of our messages in location giving us the ability to address all questions in a timely manner.
Chatbot as being part of our customer service
What do you like best about the product?
Collaboration has worked well and we have got great support from Ultimate.ai during our ongoing chatbot journey. Dashboard is easy to use and Ultimate has the capability to perceive our needs from our industry's perspective.
What do you dislike about the product?
Following and reporting the performance of chatbot requires manual work. In addition, would be useful to have a closer look at the performance of certain intent and validate if the performance has improved after changes made in the content. Also, few small details that could be enhanced e.g. exporting the content.
What problems is the product solving and how is that benefiting you?
Making chatbot as part of our customer service. Trying to improve the performance of chatbot so that customer service agents can concentrate on serving customers with more complicate issues.
Good chatbot solution
What do you like best about the product?
The software interface is intuitive and clear. It is easy to train the bot and update bot replies.
I especially like the analytics part for the chatbot. We can analyze the chat conversations and understand what information our customers are looking for. This helps us to understand our customers' needs better and what we should improve on our site.
Ultimate's team is working closely with us and we are in contact every week. That's very good that we get help and ideas from them.
I especially like the analytics part for the chatbot. We can analyze the chat conversations and understand what information our customers are looking for. This helps us to understand our customers' needs better and what we should improve on our site.
Ultimate's team is working closely with us and we are in contact every week. That's very good that we get help and ideas from them.
What do you dislike about the product?
There should be better filtering options when I want to analyze AI bot and suggestion tool separately.
In addition, the dialog builder could be more user-friendly (small editor window and no copying options at the moment). Luckily, Ultimate is improving the software all the time and surely these will be improved in the future.
In addition, the dialog builder could be more user-friendly (small editor window and no copying options at the moment). Luckily, Ultimate is improving the software all the time and surely these will be improved in the future.
What problems is the product solving and how is that benefiting you?
Our chatbot helps to decrease the queue to our customer service.
In addition, we can direct customers directly to the right website or read instructions. This way, they can find help faster on our site.
In addition, we can direct customers directly to the right website or read instructions. This way, they can find help faster on our site.
Great utility for enhancing the chat experience
What do you like best about the product?
Good support and helpful advice from professionals
What do you dislike about the product?
Managing the data over time can be complicated, as changes have to be made manually one by one
What problems is the product solving and how is that benefiting you?
Chat response times and multitasking during chats
Very good customer service with a user friendly chatbot
What do you like best about the product?
The AI is doing a great job! It is really nice also to build the bot when the customer service contact is an active professional.
What do you dislike about the product?
Some small things with saving the work if used in two screens were a little suprising at first but not really issues.
What problems is the product solving and how is that benefiting you?
We are piloting the product in day to day FAQ area.
Chat bot service
What do you like best about the product?
Bot is really easy to train and develop. And it's also simple to use and manage. It is no longer slowing down as much as a year ago.
What do you dislike about the product?
When you do intent training and there's an AI suggested message that you need to move to another intent it doesn't give all the intents to the drop down menu. It complicates training.
What problems is the product solving and how is that benefiting you?
Our team from Ultimate helps with bot development and analysis.
Customer Service Made Easier!
What do you like best about the product?
1) Zendesk has a fully customize able interface that is easy to get used to.
2) Since I've linked me e-mail, I get notified whenever a ticket has been raised, replied to be someone else or updated. The mails usually come to our main Distro, but I've set rules on Outlook so that it can come to my "ME" folder ONLY if it's something that requires my attention.
3) Zendesk helps you record all the exchanges between you and the client. All interactions and recorded which means backtracking is a breeze!
4) Whether you have an Iphone or an android device, you can seamlessly respond to tickets on the go, right from your mobile device!
5) Tickets can be assigned to multiple teams/departments at once.
6) I like the fact that you can leave an internal message is the pink box when you want to communicate between departments on the same thread and you don't want it to be visible to your client.
7) The best thing I love about Zendesk is how easy it is to integrate it with other 3rd party softwares.
8) Sometimes, especially during to the Covid-19 Pandemic, we can automate our response to clients. This is very useful on days when we don't work at full capacity.
2) Since I've linked me e-mail, I get notified whenever a ticket has been raised, replied to be someone else or updated. The mails usually come to our main Distro, but I've set rules on Outlook so that it can come to my "ME" folder ONLY if it's something that requires my attention.
3) Zendesk helps you record all the exchanges between you and the client. All interactions and recorded which means backtracking is a breeze!
4) Whether you have an Iphone or an android device, you can seamlessly respond to tickets on the go, right from your mobile device!
5) Tickets can be assigned to multiple teams/departments at once.
6) I like the fact that you can leave an internal message is the pink box when you want to communicate between departments on the same thread and you don't want it to be visible to your client.
7) The best thing I love about Zendesk is how easy it is to integrate it with other 3rd party softwares.
8) Sometimes, especially during to the Covid-19 Pandemic, we can automate our response to clients. This is very useful on days when we don't work at full capacity.
What do you dislike about the product?
1) Sometimes, I get duplicate messages when the ticket system has not yet been assigned.
2) To direct a message to someone, we use "@" followed by their names. This feature has a mind of it's own and doesn't work most of the time. However, I'm pretty sure it has something to do with hardware.
2) To direct a message to someone, we use "@" followed by their names. This feature has a mind of it's own and doesn't work most of the time. However, I'm pretty sure it has something to do with hardware.
What problems is the product solving and how is that benefiting you?
1) Organizing and Prioritizing Client tickets
2) SLA Management
3) Ease in offloading service requests to teams that take over the next shift
4) Automated messages when we aren't working at full capacity
5) Screencasts
2) SLA Management
3) Ease in offloading service requests to teams that take over the next shift
4) Automated messages when we aren't working at full capacity
5) Screencasts
Easy to manage and use
What do you like best about the product?
It has been really easy to get started with the tool and we have quite easily received help if needed. I have felt confident to get to know the functionalities of the Suggestion engine and the Automation bot.
Finnish language is a must in our line of business and adding other languages is a plus.
Finnish language is a must in our line of business and adding other languages is a plus.
What do you dislike about the product?
Recently there has been service disruptions and information of a disruption is not always online. Bot could be out of work for some time before it is noticed that there is a failure in the service. Hopefully these can be fixed soonest. The user interface could be more user friendly.
What problems is the product solving and how is that benefiting you?
Efficiency has increased. Bot can reply to many normal questions for customers.
Customer service seems to have scaled to handle the more complex issues.
Customer service seems to have scaled to handle the more complex issues.
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