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Pleasant Support Experience
What do you like best about the product?
Quick response-time, easy to work with, clear instructions
What do you dislike about the product?
The way the support messages flow through to email is kind of confusing in larger threads, but simple enough to figure out
What problems is the product solving and how is that benefiting you?
Platform set up - host-mapping issue
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Zendesk is great to use!
What do you like best about the product?
Support gets back to you pretty quickly and gives you articles or answers your questions, straight forward. Zendesk provides a lot of training material and it's pretty easy to use!
What do you dislike about the product?
I wish that you could call Zendesk Support instead of it all being through chatbot or email. Sometimes you wonder if there are real people on the other side. On the plus side, the need for support is very rare.
What problems is the product solving and how is that benefiting you?
Before we used Zendesk, we were using a shared mailbox. It was very hard to keep track of and we had no real way of running reports or keeping track of bigger issues that were raised. Now we have a way better method and to ensure that no ticket or email is getting missed!
The ALL in one suite
What do you like best about the product?
Everything is easily accessible and grouped be it support documentation, ticket support, or even telephone and livd chat.
What do you dislike about the product?
Only thing I wish was that live chat was more easily accessible and configured (similar to intercom)
What problems is the product solving and how is that benefiting you?
Easily allowing support ticket inflow, responses, pre filled details and assignment. Additionally customer support documentation hosting.
Great at handling the essentials, challenging to customize at times
What do you like best about the product?
Zendesk has an easy-to-use, mostly intuitive interface that makes it easy to collect the right information from customers.
What do you dislike about the product?
It is difficult to get customers to stay "in the flow" between knowledge bases and support requests. Essentially, it would be wonderful to be able to allow our customers to easily flip between a knowledge base for existing k articles and a support request function. Also, the CRM integrations are a bit limited if you don't use Zendesk Sell, so follow-up campaigns and organizing customers into preferrer heirarchies can be challenging.
What problems is the product solving and how is that benefiting you?
Zendesk allows us to easily audit customer complaints to remain in compliace during customer audits, as well as track (at a basic level) customer health and potential churn triggers.
Super helpful for keeping everything in one place
What do you like best about the product?
I'd say the most helpful part of Zendesk Support Suite is being able to have all of our outlets accessible for replies in one place. I've used Zendesk at two companies and this has been invaluable.
What do you dislike about the product?
The layout is a bit confusing at first and there's definitely a learning curve. I also don't like that you have to pay for adding agents when a company is small (under 10). This makes sense for bigger companies though.
What problems is the product solving and how is that benefiting you?
Allows our customer service manager to reply to customers quickly and she's able to track all conversations so nobody is left unanswered.
Great platform, easy to use
What do you like best about the product?
I love that everything you need is in one place, and intuitively set up. I set up automated chats for our website with very little instruction. And the macros feature has been a lifesaver.
What do you dislike about the product?
The only things we've ever had trouble with was connecting our customer service email address for forwarding. It wasn't a straighforward process, and took a while. But once we were able to get everything set up, it was smooth sailing.
What problems is the product solving and how is that benefiting you?
It's completely streamlined our customer service system. Exactly what we were looking for.
Use Zendesk for team tickets.
What do you like best about the product?
Multiple people on one platform. Easily can share tickets and information with other teams. Easily can create the suite for the team's needs.
What do you dislike about the product?
Although there is a guide, I wish we had one person to meet with and help desgin Zendesk in a way that works for us. Have to take hours learning how to do something and it maybe works the first time after following instructions.
What problems is the product solving and how is that benefiting you?
Creating a better automated chat experience. AI.
CSM Zendesk Support Suite Review
What do you like best about the product?
I love Omnichannel routing; Agent Live Status, Skills Based Routing, and Agent Capacity have been very beneficial for our workflow, even with a small team.
A+!
A+!
What do you dislike about the product?
I do not like that you cannot have multiple business hours for global companies. We are still small <100, so paying for Enterprise vs. Professional is not worth it.
What problems is the product solving and how is that benefiting you?
Zendesk helps us anticipate what our customers need and efficiently solve their problems. It allows our team to work in one centralized platform and increase productivity.
View from a Fintech Customer Support Manager
What do you like best about the product?
the best aspect to me about ZD's Support Suite is the capability of having all active agent channels in one software for better communication transparency & organization of customers interactions
What do you dislike about the product?
I just came back to using ZD after my first usage starting in 2012 & it seems to me that with the additional features, there's a lot more bugs that can be problematic
What problems is the product solving and how is that benefiting you?
it solves the headache of organizing day to day service interactions with our customers since it does this for us automatically being the one CRM we use to communicate with all customers
Intuitition built in one application
What do you like best about the product?
Everything channel of communication is centralized and easy to access in order for staff and managers to get together and answer help tickets in the best way.
What do you dislike about the product?
There is a small learning curve in order to adjust the admin settings to best suit your team but it is a small learning curve.
What problems is the product solving and how is that benefiting you?
It is organizing all of my tickets into manageable piles of work
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