Zendesk Suite
ZendeskExternal reviews
6,503 reviews
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Easy to read and versatile portal
What do you like best about the product?
I think the pages are easy to navigate and there is a wealth of data regarding the functionality of the content
What do you dislike about the product?
When updating a dialog, it would be more user-friendly if you could start making changes to the top without having to delete the entire dialog. Also it would be nice if the bot had GIFs.
What problems is the product solving and how is that benefiting you?
Bot solves many simple customer problems without burdening customer service with contacts. Also Customer Self-Service has speeded up working in the chat.
Recommendations to others considering the product:
Ultimate.ai is user-friendly environment! The more time you can spent on development, the more it benefits.
My experience with Zendesk
What do you like best about the product?
Zendesk makes it easy to contact customers and follow up with them. It provides great tools to maximize productivity by assessing clearly what tasks need to be prioritized. Metrics like the service level, the ratings, and the number of actioned tickets also allow us to constantly improve and maximize our performance.
What do you dislike about the product?
Unfortunately, the rating system can be a bit difficult to navigate. If a customer were to give a bad rating to a ticket and eventually change their rating to a good one, the metrics and the statistics of the agent will not properly show this change.
What problems is the product solving and how is that benefiting you?
We are able to assist customers faster and prioritize their requests easily. We can ensure good, constant communication with them until the issue is effectively resolved. It allows us to take the pulse of our customers and see how satisfied they are with our policies and processes as well.
Recommendations to others considering the product:
Zendesk is a great way to manage customer service requests in an effective and timely manner. It also allows you to keep track of your performance and workload.
Chatbot solution that is flexible and scalable for business needs
What do you like best about the product?
I have been able to start journey with Ultimate. ai chatbots in 2017 and therefore I have not only seen the power of dialogue based chatbots in use but also the flexibility that to solution provides for organizations. During these three years the technolgy has been implemented with various of different setups, configurations and integrations in our system environment. The easiness of teaching the bot and to see the actual results of it is amazing. Co-operation and commitment from Ultimate.ai side has been great and they truly explain benefits and help organization right from the beginning chatbot journey.
What do you dislike about the product?
There has not been downsides in our co-operation. The reporting side could be enhanced so we could add some key information from our CRM to reporting side of Ultimate. Also it would be nice that bot would gather customer satisfaction as built in solution also in customers chat visitors.
What problems is the product solving and how is that benefiting you?
We have been able to provide our customers during and after our normal customer service opening hours support and help. Our key has also been the help our customer service of handling the repetitive questions by using chatbots. There is also benefits that are still waiting for us to take in fully use for example the bots with different languages and the augment solution to help our agents during chat conversations by giving answer suggestion to customers questions.
Excellent chatbot product for multi-lingual customer service
What do you like best about the product?
Impressive NLP/AI performance, multi-lingual chatbot capabilities, easy-to-use dashboard for chatbot content management and continuous training of the chatbot, and excellent support from the Ultimate.ai team for performance improvement and analysis. The Ultimate team is very agile and did a lot of customisation work for our organisation, which was very helpful in ensuring that the product fit our needs.
What do you dislike about the product?
While I'm generally very happy with Ultimate, there are some potentially useful features that are missing from the product. For example, we had to build and maintain duplicate logic in different dialog flows, and sometimes manual work was needed for doing deep analyses into the performance of the chatbot.
What problems is the product solving and how is that benefiting you?
Volumes of customer care requests are increasing and chat is an expensive channel to handle without any automation. Using Ultimate allowed us to scale up chat and make it a strategically important channel, when a significant share of chat requests can be automatically handled by the Ultimate.ai chatbot.
Recommendations to others considering the product:
Whenever you are considering implementing a customer care chatbot with Ultimate or any other provider, make sure you have a solid business case as well as resources on your side to figure out how the chatbot should handle different requests, as well as engineering resources to manage the necessary integrations. Ultimate can provide the software that allows you to build excellent chatbots, but you need to have the resources on your side to manage how those bots handle your business, as you are the expert on that.
Great platform to automate customer service
What do you like best about the product?
The platform is great: powerful AI, useful analytics dashboards, and the dialogue builder easy to use. In our meetings, the ultimate.ai staff has gone the extra mile to know our customer needs. We are happy with the service and platform so far.
What do you dislike about the product?
So far we've only encountered a few minor glitches/missing features that can easily be fixed/added.
What problems is the product solving and how is that benefiting you?
We've only been using ultimate.ai for a short time, but we've already seen a benefit to our customer service.
Our most efficient customer service agent
What do you like best about the product?
Easy to start using; no need for long deployment projects.
Seamless integration to our customer service platform.
Great support from Ultimate.ai's professional and enthusiastic team.
Intuitive and easy-to-use admin panel > transparency.
Multi-language, especially Finnish language is a big plus.
AI actually learns all the time!
Seamless integration to our customer service platform.
Great support from Ultimate.ai's professional and enthusiastic team.
Intuitive and easy-to-use admin panel > transparency.
Multi-language, especially Finnish language is a big plus.
AI actually learns all the time!
What do you dislike about the product?
Some occasional service disruptions.
The user interface for building dialog could be a bit more user friendly, e.g. bigger.
The user interface for building dialog could be a bit more user friendly, e.g. bigger.
What problems is the product solving and how is that benefiting you?
Increase in efficiency
Unlimited number of simultaneous conversations (very handy in exceptional situations when all customer service channels are congested, e.g. COVID19)
Improved people experience when agents can concentrate on more complex issues
Shorter wait times and chat duration + unified quality > improved customer experience
Enables shift from phone to chat > Savings opportunity
Unlimited number of simultaneous conversations (very handy in exceptional situations when all customer service channels are congested, e.g. COVID19)
Improved people experience when agents can concentrate on more complex issues
Shorter wait times and chat duration + unified quality > improved customer experience
Enables shift from phone to chat > Savings opportunity
Chatbot solution for easy content management
What do you like best about the product?
The ultimate.ai team to support the business through your chatbot journey is very professional. They share their experience openly, which helps you to develop your own chatbot journey. They have been offering help to benchmark other business's experiences, which is good when you are starting your journey.
The content is easy to manage, and you can very easily check on-line through dashboard the reports how your bot is performing.
The content is easy to manage, and you can very easily check on-line through dashboard the reports how your bot is performing.
What do you dislike about the product?
In the beginning we had to build multiple bots to manage work queues, but this is now solved.
What problems is the product solving and how is that benefiting you?
The chatbot solution has given us a chance to provide 24/7 service to our customers, fast and robust way to update the content when needed.
The tool itself is easy to manage and teach to any new content owners needed instead of needing to be find technically capable personnel.
The language support is also super.
As a team, the development team owns can-do attitude and is always willing to help.
The tool itself is easy to manage and teach to any new content owners needed instead of needing to be find technically capable personnel.
The language support is also super.
As a team, the development team owns can-do attitude and is always willing to help.
Good work platform
What do you like best about the product?
There's a lot of things about zendesk that are great for example it is a great way to work it helps you in your daily job. It is a great way to manage or take control of how you work because you can use it with Ujet and you can change from available to unavailable to meal, break, and training or meeting. All of the things you need to get and to look for your customer's account and batches or tickets I use it daily for my job it is a really essential tool to use and it is a very necessary site in order to get my work done and do it properly. I really enjoy working with zendesk and having it help me to get my job done and have it done in order while it takes care of my accounts.
What do you dislike about the product?
There's some things that do need improvement, for example, sometimes it crashes and takes a while to restart or the fact that sometimes maybe for privacy issues it kicked you out of the site. What I think that it should really improve on is that sometimes other agents steal tickets by assigning them to there selfs and making you lose a few of your tickets and by losing tickets you get less bonus from your job. I think that would be the only point that needs to improve.
What problems is the product solving and how is that benefiting you?
I am working with the program in my home office job at Atento and I do use other programs with it. The benefit that it has is that it helps you manage your work with your tickets and it allows you to keep track of everything. Also, it gives you notifications if something is wrong or if something changes within the system or your account.
Recommendations to others considering the product:
One recommendation is that is to learn the system to check it out first so that you have an advantage over the system.
Great Support Solution that is very easy to deploy and use
What do you like best about the product?
The solution is very easy to use and easy to deploy. We were able to launch this is 30 days. Great implementation support.
What do you dislike about the product?
Nothing really as they continue to make strides with the omnichannel approach to support
What problems is the product solving and how is that benefiting you?
1. Increased customer satisfaction
2. Self-help options for our customers
3. Operational efficiencies
2. Self-help options for our customers
3. Operational efficiencies
Recommendations to others considering the product:
Think deeply about your operations and processes. Possible changes may be needed in your workflow to streamline the solution.
Great user experience
What do you like best about the product?
Using the tool is very simple and straightforward, no need to be tech-expert. I like the feature 'labels' to spot possible new intents.
What do you dislike about the product?
There are sometimes bugs (as with any other software) which are very quickly noted and fixed. Overall I'm really pleased with ultimate AI.
What problems is the product solving and how is that benefiting you?
AI is a great tool for answering simple, frequently asked questions that aren't complex, so the AI has saved a lot of money and resources from customer service by freeing agents' time to things that require feelings and human touch. Customers are being served better.
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