Zendesk Suite
ZendeskExternal reviews
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Why Zendesk rocks.
What do you like best about the product?
Zendesk CHAT support is just awesome and it makes it so much easier to navigate through new functions and features.
What do you dislike about the product?
The basic plans are really basic. The functionality becomes questionable
What problems is the product solving and how is that benefiting you?
Post-COVID customer support is a paradigm shift. Zendesk is ahead of that curve.
Recommendations to others considering the product:
Try. Compare. Stay.
Zendesk Support Suite
What do you like best about the product?
It puts all concerns from our customer touchpoints in one view for our agents to see.
What do you dislike about the product?
None. Since we availed of the Explore Suite, which addressed our concerns about data and insights.
What problems is the product solving and how is that benefiting you?
Customer complaints and communications
Recommendations to others considering the product:
Better to coordinate directly with the country managers for Zendesk so you can get better after sales support.
Full Featured Customer Support Suite With a World Class Support Team
What do you like best about the product?
The Zendesk Suite provides our team with an excellent & easy platform to integrate into our website so that we can serve our customers efficiently as well and conveniently. With the added self serving features like AnswerBot, we steadily deflect tickets but keep customers happy with the speed of resolution with their inquiries as well. For account owners or administrators, it's very accessible to contact Zendesk's customer support if I have any trouble with setting up any features and the Zendesk account managers are always ready to help very swiftly.
What do you dislike about the product?
Some features can be improved such as social media integrations with Facebook and a request to add integrations with Instagram as well.
What problems is the product solving and how is that benefiting you?
With Zendesk, we are able to provide our customers with fast and reliable customer service and keep them in the loop every step of the way and most importantly build brand trust.
GREAT SERVICE, QUICK AND EASY
What do you like best about the product?
SERVICE WAS QUICK ON THE CHAT. AND WAS ABLE TO HELP
What do you dislike about the product?
WISH THERE WAS A SOLUTION TO CUSTOMIZE THE APP MORE.
What problems is the product solving and how is that benefiting you?
WE ARE STREAMLINING THE COMMUNICATION WITH OUR CUSTOMERS. THEY LOVE IT AND IT HAS ALREADY PAID FOR ITSELF
Have been using Zendesk for 10 years -- Always get fast support
What do you like best about the product?
It is the most comprehensive ticket system there is. I currently use 5 different ticket systems for different clients (not my choice:) I would much rather they all be in Zendesk
What do you dislike about the product?
When trying to use the "self help" articles, most of the time I run into outdated information as well as 2 different articles covering the same thing, but they will have conflicting information. I also much preferred the old Knowledgebase over the new "Guide"
What problems is the product solving and how is that benefiting you?
It helps us efficiently provide top-notch white glove customer service to our customers
Recommendations to others considering the product:
It is the jack of all trades, but it also does most very well
Zendesk Suit by Marcelo
What do you like best about the product?
Zendesk Support is a great service tool that can be integrated with other Suit tools, it becomes an omnichannel solution.
Its Agent Workspace interface is very intuitive and integrated with CHAT, Whatsapp, Telephony, Help Center (Knowledge Capture), our Call Center executives have everything you need without leaving Suit.
Its Agent Workspace interface is very intuitive and integrated with CHAT, Whatsapp, Telephony, Help Center (Knowledge Capture), our Call Center executives have everything you need without leaving Suit.
What do you dislike about the product?
It does not have a native CHAT Bot solution to fully integrate the tools.
What problems is the product solving and how is that benefiting you?
With Anget Workspace and Sunco we are building a service solution via CHAT, Whatsapp and Bot with the objective of improving our self-service and reducing the waiting time for our customers to reach the desired information.
Review of Zendesk
What do you like best about the product?
Automation and organisation, efficiency!
What do you dislike about the product?
Could do with templates for some things.
What problems is the product solving and how is that benefiting you?
We are a small team and were really struggling to keep on top of the huge spikes in traffic we would receive at peak times. The efficiency gains we get from Zendesk (with macros, automation, view based workflows, keeping everything all together, side conversations, SLAs) mean that even at our busiest we feel on top of tickets. The macros, as well as speeding up our responses, also mean the whole team is aligned in the responses it gives.
We are also, for the first time, able to break down the types of query we get and use the information to determine areas for improvement.
There are occasions where it can be frustrating working out how to do something that seems like it's an obvious requirement for customer service software and you find yourself trawling through all the available support materials. You do usually find it though and Zendesk are very good at coming back with answers if you can't.
We are also, for the first time, able to break down the types of query we get and use the information to determine areas for improvement.
There are occasions where it can be frustrating working out how to do something that seems like it's an obvious requirement for customer service software and you find yourself trawling through all the available support materials. You do usually find it though and Zendesk are very good at coming back with answers if you can't.
Recommendations to others considering the product:
Don't try to shoehorn your existing processes into it. Embrace it! Let it steer you towards new ways of working and if you're anything like us, you won't regret it.
Great suite with a lot of capabilities under the hood all in one spot!
What do you like best about the product?
The best thing about the suite is that it bundles all platforms together. It has the flexibility to run multiple brands on one instance. Multiple departments can effectively live together in one instance reducing costs and creating a single source of truth within the company.
I also love the live dashboards which come with Explore Enterprise. They really provide that live on the go data that many teams need when managing multiple live channels on the Zendesk across the team. Valuable insight into what is happening in real-time.
I also love the live dashboards which come with Explore Enterprise. They really provide that live on the go data that many teams need when managing multiple live channels on the Zendesk across the team. Valuable insight into what is happening in real-time.
What do you dislike about the product?
that I can't manage all agents in admin centre. i need to click back into support, open the profile, navigate to admin centre manage the change and save. come back to support and then open a new agent profile and repeat the same process again.
some of the functionality around the new chat agent workspace is limited compared to the functions with used to be available in the previous version of Zendesk chat.
Sometime features of Zendesk are released and they feel like they aren't ready for market. i.e Flow builder. I have a lot of customers who like it, but none will use it in a real work situation until there's more features on it which meets the same features as other chat bots on the market.
Ticket forms aren't as flexible as they should be. With more abd more customers coming on to use Zendesk, sometimes we find the capability of the ticket forms is limited. When the customer has a large form requirement, it would be nice to be able to break the form up into sections instead of it looking like one big long form.
If you don't use all the platforms then you're letting yourself down. ;)
some of the functionality around the new chat agent workspace is limited compared to the functions with used to be available in the previous version of Zendesk chat.
Sometime features of Zendesk are released and they feel like they aren't ready for market. i.e Flow builder. I have a lot of customers who like it, but none will use it in a real work situation until there's more features on it which meets the same features as other chat bots on the market.
Ticket forms aren't as flexible as they should be. With more abd more customers coming on to use Zendesk, sometimes we find the capability of the ticket forms is limited. When the customer has a large form requirement, it would be nice to be able to break the form up into sections instead of it looking like one big long form.
If you don't use all the platforms then you're letting yourself down. ;)
What problems is the product solving and how is that benefiting you?
We've solved the problem of agents swivel chairing between multiple platforms in order to be able to complete their work and also improved out customer satisfaction with having multiple different channels available the customer can use to contact and its all connected to the one platform - Zendesk
the ability to be able to do in-depth reporting off the back of the custom workflows which are built inside Zendesk is valuable in being able to provide key data back to the business
moving from an environment which has no processes and very manual to an online environment where everything from user details to the conversation is recorded across multiple channels
We've seem a lot of companies beginning to look at Zendesk as an ITSM use case and this is the way in to then expanding Zendesk across the rest of the business. They find Zendesk easy to use and flexible that they can work with it to mould into their ecosystem
the ability to be able to do in-depth reporting off the back of the custom workflows which are built inside Zendesk is valuable in being able to provide key data back to the business
moving from an environment which has no processes and very manual to an online environment where everything from user details to the conversation is recorded across multiple channels
We've seem a lot of companies beginning to look at Zendesk as an ITSM use case and this is the way in to then expanding Zendesk across the rest of the business. They find Zendesk easy to use and flexible that they can work with it to mould into their ecosystem
Recommendations to others considering the product:
Zendesk is a really great company that can bring a lot of functionality to your company for great value for money. Within 6-12 months you will certainly see the return on investment and a positive uplift in your customer satisfaction
Great Experience with Zendesk
What do you like best about the product?
The accessibility of the support team at ZD.
What do you dislike about the product?
Not all features are always accessible to me so it makes complicated when trying to do custom things.
What problems is the product solving and how is that benefiting you?
Rapid support for customers, creation of help center, creation of canned responses. Leveraging the explore metrics to drive product improvements.
Zendesk - Total Solution
What do you like best about the product?
The ease of setup. Also, the process workflows - once enabled, are very good.
What do you dislike about the product?
Some of the necessary reporting features are missing. Example - Customer reviews summary
What problems is the product solving and how is that benefiting you?
Problems - none to speak of. Benefits - All 700+ staff members know how to use the new Help Center. We have filled the Help Center with FAQ's and process workflows.
Recommendations to others considering the product:
If you need a complete package from Help Desk/Self-Service portal, Customer relations - Zendesk is a great solution!
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