Zendesk Suite
ZendeskReviews from AWS customer
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6,539 reviews
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Best application in resolving the quarries of customer
What do you like best about the product?
Calling and using the macros are best part and creating new tickets is also easy, merging the tickets are good,the desk auto logouts when working hours completed
What do you dislike about the product?
I aways face logging error and tech issues like asks to refresh some access doesn't work properly rest is good and it could be better
What problems is the product solving and how is that benefiting you?
Response from merchant and customer is good and calculates Csat is best part then any other
Business made easy by gaining customer satisfaction
What do you like best about the product?
Best part is tickets assigning on time and reminders of TAT and quick response to the customer without any distract great application to run the customer service
What do you dislike about the product?
Sometimes adding private notes are not visible and in sometime it will be added twice same note I was frustrated one time that getting error error while logging in
What problems is the product solving and how is that benefiting you?
Solving customer problems is 1st prior to the business and this application made it easy comparing to fresh desk this is good and easy to understand the application made it simple
Great Tools and Service
What do you like best about the product?
It's a well-laid out, easy-to-use platform that helps you to seamlessly assist with enquiries.
What do you dislike about the product?
Nothing that I can think of at the moment.
What problems is the product solving and how is that benefiting you?
They assisted with the set up of our Flow Builder. The new update which includes Intents and Answers for the Bots was confusing.
Server Error Response Time
What do you like best about the product?
Jhan and Beau were very helpful and kept me updates.
What do you dislike about the product?
I asked about the proper process for submitting errors, and I did not get a firm answer. I just assumed it was to use the chat bot?
What problems is the product solving and how is that benefiting you?
Server was down this morning. I reached out to log the issue.
We had to keep escalating our issue and finally a response saying that they didn't have a resolution
What do you like best about the product?
They have articles to support, chats good
What do you dislike about the product?
It takes a while to get help, the resolution time.
What problems is the product solving and how is that benefiting you?
Our chat function is experiencing missed chats, we have been given a resolution to try.
Back to ZD
What do you like best about the product?
Easy upgrade from an e-mail-only Support to a more sophisticated solution.
What do you dislike about the product?
Individual Agent seat Licences can be tricky to manage as you grow and initial costs escalate accordingly.
What problems is the product solving and how is that benefiting you?
Deflecting issues from strained Tier III Support and making sure the right issues are being routed to the right person or group.
Superb customer service
What do you like best about the product?
Not a generic automated response for inquiries. The rep that helped us took a very personal and detailed approach to getting our problems solved. When above and beyond for each problem.
What do you dislike about the product?
Can't say there was much to dislike. That said, the time in responses could have improved if our cases were not so complicated. Because we had a complicated issue I understood there may be some delay.
What problems is the product solving and how is that benefiting you?
The personal approach allows us to rest assured Zendesk has our back with any issues that may arise.
Great Customer Service
What do you like best about the product?
helpful, quick, efficient, knowledgeable
What do you dislike about the product?
took a little longer than I would have liked.
What problems is the product solving and how is that benefiting you?
zendesk calling and talk which is important to connect with customers. It is essential.
Great Customer service
What do you like best about the product?
How someone was able to contact me back within 15 minutes?
What do you dislike about the product?
That we have to monitor the issues and keep monitoring over a week's time
What problems is the product solving and how is that benefiting you?
They help turn emails into tickets, which helps us keep track of our correspondences.
Very determined to solve my issue
What do you like best about the product?
Agents are very willing to go the extra mile to assist!
What do you dislike about the product?
Sometimes responses were far between leaving me unsure how to proceed.
What problems is the product solving and how is that benefiting you?
Soling phone quality to improve customer experience.
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