Zendesk Suite
ZendeskExternal reviews
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Great product for customer service
What do you like best about the product?
The product is very intuitive and provides helpful pointers to optimize your customer success channel.
What do you dislike about the product?
The platform can be a bit clunky when using for the first time. But it's pretty easy to understand after a few reps.
What problems is the product solving and how is that benefiting you?
We are using ZenDesk to drive strong customer service for our current customers as well as prospective customers. Our journey often requires answering questions about shirts designs and fulfillment and ZD has helped us immensely.
Zendesk is easy to use, customize, and the Zendesk team is amazing!
What do you like best about the product?
I like the ability to customize or do just about anything with the combination of triggers and automations. Zendesk Support Suit has significantly reduced our tech stack and enabled us to become more efficient and save oodles of money for our organization! Also, the support, and customer success staff are stellar. Our request are always addressed in a very timely manner and its clear everyone at Zendesk is passionate about what they do and are well versed in the ways of the Zendesk. Our newest Customer Success team including Chelsea, Hillary, and Kale are great. Chelsea is willing to jump on a call and drives the conversation in a way that enables her to better understand our needs as a desk /customer so that we can partner in designing and implementing Zendesk in a way that ensures we are successful. Personally, I also really appreciate Zendesk's awareness of events happening in the world around and demonstrate decency in their decision-making as a company. For example, the multitude of webinars in place of Zendesk Relate which was canceled due to Covid19 were amazing (even though we went to Miami anyway :D ). We met Sarah Reed in Miami. It was clear that Sarah worked tirelessly to setup the Zendesk Relate conference which Zendesk made a difficult but responsible decision to canceled at the I'm sure great expense to the company. All this to ensure that customers and their staff were safe in the onslaught of Covid19. Sarah in spite of these unfortunate circumstances was still an extremely positive/kind figure to those of us who showed up in Miami anyway and demonstrating the resilience and commitment to the customer centric organization that is Zendesk. I've also attended Zendesk's CX & Pride event. All this to say that its clear that Zendesk cares about people as well as being a successful business and that's truly amazing. I would recommend Zendesk to any organization.
What do you dislike about the product?
The new agent workspace needs some work. We would love to enable this for our team but the spacing on chats specifically makes it very challenging to look at a ticket. If there was an option to expand / collapse chat threads that would be great. We would love to use a round robin style ticket assignment automation tool native to zendesk.
What problems is the product solving and how is that benefiting you?
We've found loads of efficiency with Zendesk talk, answerbot and ability to make dynamic changes to our Zendesk architecture without code changes which enables us to pivot quickly depending on the needs of the desk.
Seamless integration and variety of tools help you take the customer experience to the next level.
What do you like best about the product?
The UI is user-friendly, clean and simple. Besides that, these are 2 critical features Zendesk offers: high-level of customization as your support team scales and serves different countries and demographics, and constant innovation of added tools to improve the customer experience, such as Guide, Gather, dynamic content, languages etc.
What do you dislike about the product?
Lack of an inclusive list of languages to support. Currently, our zendesk supports 26 languages, but Zendesk needs to increase these to include many more languages. The reason being that for languages that Zendesk doesn't support, there is a fair amount of inefficiency and tedious work that goes into setting up macros that can't be supported in the dynamic content options as a result of Zendesk not supporting them.
Also, there isn't a function to efficiently and quickly export all macros and tags for review and organization.
For Zendesk Guide, there needs be an easy and clean way to export the help center articles. We only find workarounds, apps developed by others or community articles, but Zendesk should build its own system. The UI and customization should be improved.
Also, there isn't a function to efficiently and quickly export all macros and tags for review and organization.
For Zendesk Guide, there needs be an easy and clean way to export the help center articles. We only find workarounds, apps developed by others or community articles, but Zendesk should build its own system. The UI and customization should be improved.
What problems is the product solving and how is that benefiting you?
1) Serving our global and diverse community of users in multiple languages
2) Analyzing our support with Zendesk Explore
3) Being able to add and support over 900 macros
3) Ability to integrate a seamless support experience into our app as well as a Help Center you can deeplink in support tickets
2) Analyzing our support with Zendesk Explore
3) Being able to add and support over 900 macros
3) Ability to integrate a seamless support experience into our app as well as a Help Center you can deeplink in support tickets
Ready for efficient and effective communication?
What do you like best about the product?
the interface is simple and easy to use.
What do you dislike about the product?
Sometimes you can lose formatting from incoming emails.
What problems is the product solving and how is that benefiting you?
I use Zendesk Support Suite for several things from assisting clients with their product to product education. I love how simple it is to organize tickets from each client. There are options to create auto responses and prewritten emails. This makes time management even easier for my team and I.
Recommendations to others considering the product:
Don't wait! Make the switch and be sure to integrate your service with all of the options!
Great partner
What do you like best about the product?
The combination of the suggestion engine and automation allows us to leverage the experience of our agents to improve the bot in each interaction. The true value however lies the partnership with Ultimate who helped us implement and deploy a bot within 8 weeks. I'm truly excited to see where this will take us.
What do you dislike about the product?
There's not much to dislike. As these solutions go, we are still in early days and there are opportunities to improve but we are quite happy.
What problems is the product solving and how is that benefiting you?
Ultimate.ai handles a lot of common requests, leaving our agents available to help customers with more complex matters. We have seen a substantial drop in calls pertaining to specific topics and are quite satisfied with the results so far.
Recommendations to others considering the product:
Talk to existing customers
Perfect marriage of Zendesk and AI
What do you like best about the product?
We were super impressed with ultimate.ai from the first meeting to today’s fantastic results. As Zendesk is a core part of our support organization, we were looking for a provider that integrates seamlessly with Zendesk and can do more than automate FAQs. Today we automate complex end to end conversations and processes, categorize tickets and help our agents navigate through their daily chats. With ultimate.ai we also measure CSAT closely and they are constantly helping us not just automate but also improve the customer experience.
What do you dislike about the product?
Nothing so far! Everything seems pretty good.
What problems is the product solving and how is that benefiting you?
Chat automation, suggesting answers for agents, Zendesk Support ticket categorization and routing. We’ve been able to resolve over 40% of our cases automatically (and I mean resolve, not deflect!).
Recommendations to others considering the product:
Absolutely recommend using ultimate.ai. Especially if you are a Zendesk user and need to handle multiple markets and languages, ultimate.ai is your partner in crime!
Get better customer support in an automated way with Zendesk support suite.
What do you like best about the product?
Initiatively, we can describe Zendesk as quite useful software in terms of the internal notes that it offers to any company that uses this support system on its platform, and the parallel conversations, taking into account that it organizes problems with this particularity, addressing the problems presented in a fast and effective way, causing a satisfaction to each one of the users who require a request for help, depending on the theme of the various different companies, I love this customer support service because of its great complexity.
What do you dislike about the product?
What will happen with a response can be confusing, since often Zendesk users send a response to more people than expected, congesting a severe problem, since they receive information that is meaningless and different from the situations that are They present to the clients of a company on their general platform, mentioning that communications through email can be very overwhelming with the amount of information on the page.
What problems is the product solving and how is that benefiting you?
Zendesk is used by specific departments in my company, since the use of this software has optimized clear and direct types in my organization with respect to support requests, solving the inconveniences that are presented to our users in the digital platform of an automatic and effective way, providing compliance to each one of these, allowing us to maintain a quality service with customers, since it integrates all the communication channels used by the company.
Recommendations to others considering the product:
This software allows us to reduce the time physically spent on our clients in a virtual way, since it offers it digitally and automatically in order to dedicate ourselves more to sales, knowing that Zendesk is there to solve the problems of each of the users in some way. platform, the multi-channel annex allows us to take into account our entire website, social networks, and communication by email in one place, thus providing better support for buyers, being a highly recommended tool in this aspect of support for.
Zendesk use
What do you like best about the product?
The easy navigation and the stats there to see daily so you can work through the day on improving your time
What do you dislike about the product?
I actually have no dislikes with Zendesk at all
What problems is the product solving and how is that benefiting you?
transferring to another department is very easy to do. I haven't experienced any problems with Zendesk
Recommendations to others considering the product:
It's the easiest service to use for calls and chats I love it.
Zendesk is a great ticketing tool.
What do you like best about the product?
The simplicity of the tool itself. It is easy to use. You can handle many ticket support at the same time. You can see the support tickets, from unanswered ones to the responses of other agents.
What do you dislike about the product?
You will see unanswered tickets, responses from other agents, and other things. It is not easy on the eyes. It makes it difficult to maneuver the tool. There should be a space for the unanswered tickets, space for the responses, space for the other messages, etc.
What problems is the product solving and how is that benefiting you?
I am solving transportation concerns and unapproved documents of our drivers.
Easy to navigate lots of integrations
What do you like best about the product?
I love the macros that can be created. Tags can be used. So many automation options.
What do you dislike about the product?
Sometimes, in play mode CS reps will "bump" into each other. Not a huge issue but it can be annoying at times if you are not double checking to make sure someone else is not logged in the same ticket.
What problems is the product solving and how is that benefiting you?
Quality issues and customer support issues. Zendesk helps make things faster.
Recommendations to others considering the product:
I highly recommend Zendesk. It has everything you need for proactive customer support.
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