Zendesk Suite
ZendeskExternal reviews
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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.
Ultimate's Bot - easy to manage
What do you like best about the product?
Bot's content is easy to manage and a training of the bot is effortless. New features will be updated regularly.
They have a feature where AI automatically propose untrained messages related to some intent. I really like that.
Fast usability. Training data moves straight to the end user's production.
They have a feature where AI automatically propose untrained messages related to some intent. I really like that.
Fast usability. Training data moves straight to the end user's production.
What do you dislike about the product?
Actually not worth mentioning. Some small bugs but those will be tackled after reported.
What problems is the product solving and how is that benefiting you?
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"An efficient live chat software
What do you like best about the product?
Zendesk Chat provides better service for our customers to respond to their queries and it enables us to use macros for mostly asked questions. The implementation is very easy and It helps in gathering leads which grows sales. It works well with mobile as well the overall application is user-friendly because its very simple to use even new users can easily grip on all of its features. It connect us with customers in real-time and let me discuss about product features.
What do you dislike about the product?
It does not enable you to edit your reply once it is delivered and another dislike in this application is that it is quite expensive as compared to other alternatives. They don't provide network monitoring and there is no work area morning, so need more updates to solve these issues fir better experience.
What problems is the product solving and how is that benefiting you?
Zendesk Chat platform is well suited for small size business who needs great chat features as our company is using this platform to provide quick support to our customers and it helped us a lot in building good and strong relationships with new customers and Pre-Chat features let me help to contact with customer before starting a chat. Sending attachments is another best opportunity for us and I can send any format of files to my clients.
Impossible not to love Zendesk!
What do you like best about the product?
The best part of Zendesk is that there is a centralized system for answering customer requests and there is a ticket number assigned to each request which makes it super easy to keep track of who has been helped and who has not. I also like that it provides you with an option to "tag" requests and make rules so that it can get sent to the appropriate support member and the appropriate department.
What do you dislike about the product?
There is a lot of training involved with Zendesk for employees that have never used it before. There is also a pretty complicated and detailed process for implementing it in the first place. However, in my experience, Zendesk has always been very helpful and able to fix any problems that arise. Probably because they have a great system for their support management ;-)
What problems is the product solving and how is that benefiting you?
Anyone who has ever been in customer service knows that when several emails come in and several customers email you several times, it can get messy and your inbox gets cluttered which leads to lost messages and no response to customer emails. That is one of the worst things that can happen in this day and age. So, we implemented Zendesk and since we have not had any problems - customer satisfaction is through the roof! My personal theory is that this is because customers get a "receipt" and a ticket number when sending in a support message, and that makes them feel as if they don't have to worry about their message getting lost or if it was ever sent at all.
Recommendations to others considering the product:
I recommend looking at how your company handles customer service requests and then looking at the volume and whether there is a way to refine your CRM and talk to your coworkers or employees and listen to their experiences. Then look at Zendesk Support and see if these needs can be met with Zendesk Support.
Most powerful suggestion engine out there
What do you like best about the product?
Ultimate.ai's suggestion engine works perfectly as a baseline for customer support agents. It increased roughly 20% of our response times and you can pretty much count the savings there already.
In a world where chatbot AI is a big fad, the AI bot from Ultimate is one of the rare ones which truly has an AI engine to help us also fully automate things. It also scales pretty much to any language.
In a world where chatbot AI is a big fad, the AI bot from Ultimate is one of the rare ones which truly has an AI engine to help us also fully automate things. It also scales pretty much to any language.
What do you dislike about the product?
At this point there's nothing I'd say I dislike. Happy with the service.
What problems is the product solving and how is that benefiting you?
Our customer agents are much happier with the suggestion engine and makes them work a lot faster and efficiently. Copy and paste-answers are not needed anymore when the engine brings those automatically there too.
Zendesk is a very robust tool for customization and integration into other systems
What do you like best about the product?
We like how easy it is to create new custom business rules for ticketing flows and automation. It is easy to ingest from eternal 3rd party programs and has a robust Analytical reporting dashboard built in.
What do you dislike about the product?
We would like the ability to ingest live social conversations into Zendesk.
What problems is the product solving and how is that benefiting you?
We are consolidating multiple different sources of tickets into a single dashboard. We are also creating automatons to speed up our internal processes.
Easy to use support tool
What do you like best about the product?
Zendesk is easy and intuitive to navigate and helps me to manage our support ticket inbox efficiently
What do you dislike about the product?
When looking at open tickets, I wish I could also see the date submitted and last date updated in the list
What problems is the product solving and how is that benefiting you?
Managing our support inflow
I am a long time user of a Zendesk Support
What do you like best about the product?
Best Customer service software available in the market. It's Faster, Smarter Alternative to other Helpdesk Software. Everything is organised and on it's place.
What do you dislike about the product?
It's costly and takes enough time for one to master in this.
What problems is the product solving and how is that benefiting you?
It's a powerful customer support software I have come across. Using Zendesk we help customers on live chats. Zendesk is most useful for us to measure team performance and customer satisfaction statistic.
Recommendations to others considering the product:
Best customer service software available, go for it.
Handy Support Tool
What do you like best about the product?
Easy to manage Ticket workflow, possible to customise views and fields to suit your company.
What do you dislike about the product?
Can be slow at times, but this is rarely happening.
What problems is the product solving and how is that benefiting you?
Providing IT Customer Support, makes it easy to reply to customer problems and keep it all tied together with a unique reference number.
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