Zendesk Suite
ZendeskExternal reviews
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Highly configurable all in one help pages and support suite!
What do you like best about the product?
I love the ability to leverage the help pages both for customers and agents. Even better I can have separate branded help pages and help pages only agents can see.
What do you dislike about the product?
The metrics are more for a large support center and agent productivity whereas I am really looking to measure the customer experience.
What problems is the product solving and how is that benefiting you?
As a growing company we were looking to for a way to leverage a knowledgebase to be able to bring on agents quickly.
Recommendations to others considering the product:
ZenDesk suite is highly configurable, especially Guide. If you are looking for something other than out of the box pages be prepared to spend the time not just once but as the product is updated.
Zendesk is the premiere customer service center.
What do you like best about the product?
It's just a one stop shop for customer service for my company. We get to have everything we want, and users get to have everything they want. It works well and rarely has any problems.
What do you dislike about the product?
Nothing actually! I think sometimes looking up and adding users can be frustrating, its UX could use some work, but it's not bad.
What problems is the product solving and how is that benefiting you?
Our customer tickets--we get about 200 a day.
Recommendations to others considering the product:
The best system to use for emails, could do better at talking to companies thriving with it.
ZenDesk Support is GREAT!
What do you like best about the product?
Easy to use and navigate around, our users love it.
What do you dislike about the product?
Nothing, all good. Keep improving it and we will continue to use it.
What problems is the product solving and how is that benefiting you?
Our users can find answers to their question just by typing couple of keyword.
Recommendations to others considering the product:
We spent quite a long time in researching and finding the best tool for our Support Team (30 people). Zendesk is the ONE!
Flexible Application Platform for Customer Support
What do you like best about the product?
Zendesk's Support Suite provides significant flexibility to ensure customer support threads are able to be centrally managed with ability to integrate to unlimited internal and external resources/apps. It also provides a great customer-facing platform to provide self-service answers and reduce support case volume and related costs.
What do you dislike about the product?
Like many software solutions, there are limitations so product gaps are expected. Where I'd like to see improvements is with their API platform to provide more granular permissions sets to ensure that security review of third-party applications can proceed without interference. A third-party application may only need to receive statistical information and not have full access to the customer/agent dialogue.
What problems is the product solving and how is that benefiting you?
Single platform for customer support that is secure and auditable. Reduces and removes friction points that make for a more efficient agent and customer experience.
Recommendations to others considering the product:
Zendesk is not an ITSM solution and doesn't bill itself as such though you can fit ITIL concepts into the platform to make it work for your purposes if that's a requirement.
Customer Support & Success Made Easy, Efficient, & Reliable
What do you like best about the product?
Ticket, chat, and phone call management are all made very easy with Zendesk. I can efficiently track customer support agent activity (including my own) and engagement with this tool.
What do you dislike about the product?
The only downside is the Zendesk Chat offline messaging feature. I wish the chat became an active ticket in Zendesk Support rather than an offline chat message that can't be directly responded to.
What problems is the product solving and how is that benefiting you?
We are able to manage tickets and analytics with Zendesk Support, which is very helpful.
Effective
What do you like best about the product?
email channel, phone number and chat bot
What do you dislike about the product?
User Interface, iPad application and User XP
What problems is the product solving and how is that benefiting you?
Customer support
Great basic software to communicate with customers
What do you like best about the product?
Zendesk is highly customizable and easy to tailor to your company's needs. The views, triggers, and automations make it easy to control your team's workflow and priorities.
What do you dislike about the product?
Sometimes the "Talk" connection can be spotty. At times it is difficult to hear people, there is a delay, or it cuts out. Also the WhatsApp and chat tools/notifications need improvement.
What problems is the product solving and how is that benefiting you?
Prioritization and organization have been solved by using zendesk it is easy to control what our team works on first.
Support suite to have conversation with customers on any platform.
What do you like best about the product?
Zendesk makes it simple to contact customers and catch up with them. The UI is easy to understand, perfect and straightforward it gives incredible devices to augment profitability by surveying unmistakably what undertakings should be organized. Measurements like the administration level, the appraisals, and the quantity of actioned tickets additionally permit to continually improve and expand our presentation. Zendesk has a completely modify capable interface that is anything but difficult to become acclimated to. Highlight of Zendesk is the capacity consolidate and direct tickets with different organizations utilizing Zendesk. The back end the executive’s framework is incredibly easy to understand and takes practically zero past preparing to sort out. Zendesk offers significant level of customization as help group scales and serves various nations and socioeconomics, and steady advancement of added apparatuses to improve the client experience, for example, Guide, Gather, dynamic content, languages etc.
What do you dislike about the product?
The interface has gotten less instinctive over the long run and administrator the executives. Restricted reconciliations; while Zendesk's legitimate usefulness is significant, the impediments on coordinating whatever else can be restricting in usefulness. Absence of a comprehensive rundown of languages to help. For the front end client there is an absence of perceivability and straightforwardness to what status their ticket is in until the assigned back end client reacts. Using the "@" symbol to address another colleague or attempt to stand out enough to be noticed doesn't work at times. It doesn't empower to alter answer whenever it is conveyed. Format framework is extremely restricted, needed to set up custom Programming interface etc. for menus.
What problems is the product solving and how is that benefiting you?
Zendesk is sufficient of an industry-pioneer that it's anything but difficult to track down data about how to utilize it. The ticket tracking/management tools are genuinely far reaching Zendesk uphold suite offers an across the board, from visit, telephone, and email across the board place. Zendesk is an ideal customer administration arrangement that keeps everything in once place. The Zendesk stage takes into account to answer customer administration tickets straightforwardly inside the stage, see the status of the ticket, and send criticism reviews automatically. The interior notes include helps remain coordinated and it effectively interfaces with Salesforce.
Made our HR email so much better
What do you like best about the product?
The ability to have a shared inbox, and the ability to see who is working on what. During remote work, this was imperative, not being in the same room as my coworkers.
What do you dislike about the product?
I cannot see who is copied on Zendesk tickets when they come into my Outlook email.
What problems is the product solving and how is that benefiting you?
We don’t always have the ability to communicate who is working on what. We can easily see who is looking at what emails and can also assign them to each other based on the subject
Fantastic, adaptable & a pleasure to work with
What do you like best about the product?
The customer service we've received by our account managers has been fantastic - really hands on and willing to help us in the way we want. The dashboard is really easy to understand and the way the system works actually really intuitive once you understand the terminology.
What do you dislike about the product?
Not being able to add in messages early in a dialogue once the dialogue is created and ability to monitor "false positives" where the bot hasn't quite understood so that we can improve.
What problems is the product solving and how is that benefiting you?
Serving customers out of hours and abroad, particularly questions where the answer is always the same or the information is readily available.
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