Zendesk Suite
ZendeskReviews from AWS customer
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User friendly interface
What do you like best about the product?
I like that this software has a user friendly interface. It is simple and easy to use and allows me to help multiple clients at a time.
What do you dislike about the product?
Nothing--- Well it could use more of a modern look with various color schemes
What problems is the product solving and how is that benefiting you?
Answering tech support chat tickets for a well known game.
Benefits: It simplifies the chat ticket process.
Benefits: It simplifies the chat ticket process.
Recommendations to others considering the product:
The price is affordable and about the average for products of this magnitude.
Great Product!
What do you like best about the product?
We love the integration possibilities. We have been able to integrate this with our ShoreTel phone service so phone calls are recorded and tickets are generated. We also love the customization allowed for tracking and classifying ticket.
What do you dislike about the product?
I do find it difficult to reply internally from my cell...that piece is easier to do from my laptop.
What problems is the product solving and how is that benefiting you?
We track all support activities. Having the ability to track the information, have access to it later, search tickets, create reports, and integrate with our other existing technology has been great.
Recommendations to others considering the product:
Take full advantage of the customization and integration possibilities.
Zendesk review
What do you like best about the product?
I love that it tracks my cases accurately and at each stage of completion. It also provides a box for me to comment and also allows me to communicate with internal staff as well as respond to the submitter.
What do you dislike about the product?
Setting up a new request type and assigning it to a user is not an intuitive process.
What problems is the product solving and how is that benefiting you?
We use Zendesk as a central repository to keep track of issues whether there technical or non-technical.
Good service tool
What do you like best about the product?
I love the ability to pre build macros for easy responses.
What do you dislike about the product?
The integration of the phone. Not being able to log into your phone from the phone app. for an on call support rep it's annoying to have to have a computer near by when you have the app for the phone or iPad that you should be allowed to work from.
What problems is the product solving and how is that benefiting you?
This is our support tool. We use this to track all of our customer questions and issues. It's great to have visibility to my whole team so nothing is ever missed.
Recommendations to others considering the product:
It's quick and easy tool. Easy to learn and has a lot of functionality. Compared to other CRMs it's not as flashy but does a great job where others lack.
Great product
What do you like best about the product?
Everything is very thought through and easy to use. When we have a problem we are trying to solve for customer service or even internal collaboration we have turned to Zendesk.
The macro and trigger systems have help us automate a number of things while still providing great customer service.
The customization is great and really has helped us solve a number of issues. If a person is looking for a ticking solution I would highly recommend looking at Zendesk.
The macro and trigger systems have help us automate a number of things while still providing great customer service.
The customization is great and really has helped us solve a number of issues. If a person is looking for a ticking solution I would highly recommend looking at Zendesk.
What do you dislike about the product?
I have not found much to dislike about it. it does not have a built in NSAT score tool (only basic are you satisfied, yes/no) which is something we The only issues we have run into are syncing data with our homegrown CRM but that is more an issue with us rather than ZD.
What problems is the product solving and how is that benefiting you?
We are able to easily track the workload of tickets coming in while still providing an excellent experience for our customers. With the ability to segment, prioritize and categorize tickets we have gotten two different departments involved in using it, Customer Success and Technical Support.
We are also going to be able to easily gather ideas for improvements to our products from customers and employees through the Community feature. It has been a very beneficial product.
We are also going to be able to easily gather ideas for improvements to our products from customers and employees through the Community feature. It has been a very beneficial product.
Recommendations to others considering the product:
It is very easy to use and will really help you if you are using email or less sophisticated products to provide customer service.
Sometimes great, sometimes very difficuly
What do you like best about the product?
You can do a lot on Zendesk which is great. You are able to look at leaderboards, track your csats and keep an easy eye on all of your tickets. It really helps when trying to find lost tickets, since there can be many different ways of searching people within the system. It also helps to organize tickets in a way that is accessible for all associates.
What do you dislike about the product?
I feel like all of the features do not work in the way that I would like. I do feel like sometimes the calculations for leaderboard scores may be a bit off. Also, when going through play mode for tickets, it skips and assigns you to the same ticket as someone else, which is a bit frustrating.
What problems is the product solving and how is that benefiting you?
In terms of our business, it is fully dependent on Zendesk. All of our tickets are archived and saved on the platform, so we really need to it make our company work. Some times a bit glitchy, but all in all, pretty helpful
Recommendations to others considering the product:
Zendesk is great for keeping track of tickets. It works well for any kind of tracking needed, so phone calls or emails. It also saves all of the chats that you have so that customer information is easy to find quickly, which makes life easier for all the associates here. However, sometimes emails don't go through to the customer and it cane get a little glitchy which is probably the most frustrations part of Zendesk.
Great Experienced
What do you like best about the product?
The workflow and east of use. Super simple to get started.
What do you dislike about the product?
The interface seems a bit clunky at time.
What problems is the product solving and how is that benefiting you?
The instant chat is super helpful. Use it every day with customers.
Recommendations to others considering the product:
Highly recommend. Easy to use, super great support and makes your day to day customer interactions that much easier.
The Best Customer Service Tool Period
What do you like best about the product?
The ability to track inbound and outbound customer communication. The ability to track employee metrics including but not limited to QSAT, First Response Time, TPH and a number of other tools. Additionally, when the occasional issue arises with this product the team in SF and Denmark are quick to fix any issues.
What do you dislike about the product?
The only thing I don't like about Zendesk is that it does not have a live chat component. Instead I had to bring in third party tools like live chat. I will say that it does offer a large amount of third party tools which helps this dislike.
What problems is the product solving and how is that benefiting you?
Customer service communication and team metrics and reporting. This tool helped to ensure that our sla's were met and that we were giving the best customer service facing support.
Recommendations to others considering the product:
Conduct the Zendesk team, they're fantastic. Also make sure your director of CS has experience with Zendesk.
Zendesk achieves what it states it does
What do you like best about the product?
The interface is simple and intuitive. It's not cluttered by unnecessary items and highly easy to use for any platform. It allows us to answer any incoming customer requests through voice and email through a highly effective ticketing system. This meets our needs for this product.
What do you dislike about the product?
Although a highly customizable product, branding can be an issue. Reporting function also needs to be amped up a bit to make it more useful. The customization is simple and limited in scope however. This could be improved.
What problems is the product solving and how is that benefiting you?
Trying to ease support of incoming customer requests via phone or email. Using Zendesk has achieved our needs and is customizable to our needs. This a quality product at a great price point.
Recommendations to others considering the product:
My recommendation would be to have a good understanding of the product's features and services.
Save time and avoid stress with Zendesk
What do you like best about the product?
When I used Zopim and integrated it into the web site I was updating for my Realtor I used to assist, I thought it was very useful with online traffic. Even if it was after office hours and I wasn't able to manage it, I feel that it still makes people comfortable knowing that they can reach out at any time and do not have to go through the process of emailing or calling which may be inconvenient to someone on the go.
What do you dislike about the product?
I didn't have much dislike fore any of the features of this software but this is the only creation of ZenDesk I believe I am familiar with.
What problems is the product solving and how is that benefiting you?
I no longer work for the Real Estate Agent, so I am not sure if she continues to use the software.
She was having problems managing all of the leads coming in so I believe she switched to leadstreet software because she worked on a team and it was easier to track and delegate leads from her phone. Zopin was beneficial because it also gauged how many people were visiting the page or attempting to chat and let you know when they were live on your page in case you wanted to reach out. I really liked that feature.
She was having problems managing all of the leads coming in so I believe she switched to leadstreet software because she worked on a team and it was easier to track and delegate leads from her phone. Zopin was beneficial because it also gauged how many people were visiting the page or attempting to chat and let you know when they were live on your page in case you wanted to reach out. I really liked that feature.
Recommendations to others considering the product:
Zendesk is definitely a technology industry front runner. If you are looking for simple solutions that are quick and easy because you don't have time to fuss with the details, you're going to want to go with this software.
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