Zendesk Suite
ZendeskExternal reviews
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Easily understandable
What do you like best about the product?
The response time on the application was very less as compared to other applications. You have tons of customisations, themes and automated response even.
What do you dislike about the product?
Even though the software is amazing but it still have downsides with recorded response which sometimes is irritating and could ruin the customer experience
What problems is the product solving and how is that benefiting you?
We use to provide support to customers and vendors through zendesk chat. It increased the satisfaction level of the customers and helped in solving problems efficiently.
Innovative Integration - At a Cost
What do you like best about the product?
Best search functionality in the CRM game as far retrieving Knowledge base articles, customer references, ticket subjects, etc.
What do you dislike about the product?
The Cost! it's 40,000.00 dollars a year!
What problems is the product solving and how is that benefiting you?
We are using Zendesk support to house every request from calls, emails, and projects. Zendesk support is allowing us to streamline all of our support day to day ticketing.
Everything you need in customer support tickets you will find within this platform.
What do you like best about the product?
I like the efficiency with which it performs any task no matter how simple or complicated. Because it is a centralized platform it allows you to view all the information of its customers as well as their respective tickets at the same time that it opens a direct communication channel between your agents and the client. The diversity of tools offered by this application boosts the productivity of agents in terms of collaboration, automation of their daily tasks.
What do you dislike about the product?
The user interface is not one of the most attractive that exists although it presents all the functionalities deployed at once, so you will have to spend enough time to fully become familiar with this software and thus make the most of its performance. Online training and training is not the most comprehensive because it does not have help forums or personal online training. A free version is not available to test the software before you are told to opt for a paid plan with all the features available.
What problems is the product solving and how is that benefiting you?
The incorporation of this tool has helped my company to perform in a better way for the solution of whatever problem our customers have. It has provided us with the ability to customize automated responses, different channels of communication so that the customer chooses the one they prefer, as well as being able to be available 24 hours a day 365 days a year. Because zendesk apps marketplace has a huge number of applications from which you can choose to incorporate Zendesk support make you have at your fingertips the possibility to gradually increase the functionalities and scaling your company.
Recommendations to others considering the product:
Zendesk has extensive experience in the customer service area so it will always be a recommended option to incorporate into your corporate toolkit. This particular software is excellent for computers that are long and need select tools built into a single platform. It offers service level agreement capabilities that not many customer service tools implement, this allows you to manage service performance to ensure that all tickets have been resolved and subsequently closed.
User Friendly Chat Support
What do you like best about the product?
Zendesk is a live chat and communication widget. It is easy to use and integrate within the website.
What do you dislike about the product?
Sometimes it shows some glitches while accessing it from mobile app. The text color in the chat is sometimes not easy to view.
What problems is the product solving and how is that benefiting you?
It helped customers sending messages directly while accessing our website and their issues are being resolved on the go.
Recommendations to others considering the product:
This App is a great tool for live monitoring and chat with customers.
Fantastic idea, but the website widget could use some work
What do you like best about the product?
First, I love that customers are able to quickly chat with one of our customer service reps directly from our website and receive an immediate response. As someone who's not a big fan of phonecalls, it makes it a lot easier to communicate with our customers instead of constantly being on the phone. Second, I love that multiple agents can be online at once and you can easily see who is handling each ticket. Third, the history aspect is great. We can see missed chats, go back and reference to a previous conversation, or copy and paste answers to similar questions. Lastly, downloading the mobile app has been a huge lifesavor so we can get notified on our phone about an incoming chat if we're away from our desks. It also allows us to answer directly from our phones during off-hours. Overall I think the function of the dashboard website is absolutely perfect and the mobile app is a huge plus.
What do you dislike about the product?
The widget that you can embed on your website could use some work. It's very hard to customize depending on the version of Zendesk Chat you are using. This can cause some headaches if it doesn't look like what you want on your website, although the staff is helpful at answering questions if you reach out to their support line.
What problems is the product solving and how is that benefiting you?
We are now able to answer customer questions immediately from our desktop computers or from our phones. It has greatly reduced the number of phonecalls we receive so it helps keep our office a little quieter and distraction-free. We love the history aspect so you can go back and refer to previous conversations and always have a typed record of each chat.
Simple and easy customer support tool
What do you like best about the product?
You can modify the software accordingly to the use of your needs
What do you dislike about the product?
There is no much downsides to the software but i feel the pricing is bit on the higher side
What problems is the product solving and how is that benefiting you?
Solving the customer issues and tracking all the issues which were raised by them earlier
Zendesk Support
What do you like best about the product?
Zendesk is highly customizable, sleekly designed, and easy to use. It offers a wide variety of options to choose from to make your experience within the app your own.
What do you dislike about the product?
Some of the features are unnecessary and can make the app feel cluttered. There are specific features and data points within specific reports that would be better off removed (or removable from view) to declutter the app.
What problems is the product solving and how is that benefiting you?
Day to day customer support. It helps streamline communication and offers plenty of customizable options we did not have with our previous partner.
Recommendations to others considering the product:
If you are looking for a product that allows you to customize your in-house features to tailor to your client's needs, Zendesk is a fantastic option. It has its kinks like any other software, but the ability to drill down to your personal needs is unmatched.
Handy tool!
What do you like best about the product?
Zendesk is a cloud-based helpdesk solution which is very flexible and reliable. The interface is simple and easy to use and could be setup within minutes. It is a fantastic support ticket management system and is very easy to use via direct ticket submission platform. It also allows to send customer emails directly to the support queue which is very helpful. The self-help service portal is available 24/7 and is very effective. It supports web and mobile and is well integrated with many other networks.
What do you dislike about the product?
There is a free plan but has limited features, so an upgrade must be made to next level which is very expensive. The UI is not very good and could be made easier to work with. There are times when the software freezes.
What problems is the product solving and how is that benefiting you?
Zendesk is the best helpdesk software we could ask for. Dealing with the customers has become much easier with it. The self-help customer service portal is excellent t. we would not be here without this.
It was easy to use and search
What do you like best about the product?
It was easy to set up a zen desk account
What do you dislike about the product?
Interface is not friendly and sometimes hard to edit
What problems is the product solving and how is that benefiting you?
Answer customers' questions. Customers can easily search for our answers
Zendesk Support - Support for Customer Support
What do you like best about the product?
The best about Zendesk is that is has all the features which can provide support and assistance to a small or large team of Support personnel and manage the work load and distribute and show reports at the end of the day
What do you dislike about the product?
Nothing to Dislike in Zendesk Support. There can be some issues here and there but they have great support team and knowledgebase which assists customers
What problems is the product solving and how is that benefiting you?
It completely fulfills the goal of achieving customer satisfaction
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