Zendesk Suite
ZendeskReviews from AWS customer
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Zendesk Review
What do you like best about the product?
Usually, a response is very quick and the team is helpful and knowledgable. So far there has only been one issue that has not been solved.
What do you dislike about the product?
I sometimes find it hard to communicate with Zendesk's help, it is through messaging and it could take a day for them to respond to a question they ask you.
What problems is the product solving and how is that benefiting you?
Currently Zendesk Slack app stopped working, still waiting for a fix. Also, had missing data and was provided with links to explain features.
Recommendations to others considering the product:
Provide them with as much information as possible and constantly check back in so they do not forget you if you are waiting on results.
Zendesk, the must-have tool for customer support
What do you like best about the product?
The most helpful about Zendesk Support Suite is its intuitive interface, it is simple, easy to see and use, and easy to configure. The best tools that Zendesk Support Suite offers are Triggers and Automations, which can be configured to make sure you never leave a ticket unattended. Also, the personalizable metrics will help you analyze performance and make improvements.
What do you dislike about the product?
Zendesk Support Suite is sometimes slow and a page reload is needed to double-check any changes done when editing tickets or settings are correctly saved.
Zendesk Support Suite offers an extensive support database but can be a bit difficult to get to talk to an agent about an uncovered issue in their database.
Zendesk Support Suite offers an extensive support database but can be a bit difficult to get to talk to an agent about an uncovered issue in their database.
What problems is the product solving and how is that benefiting you?
Zendesk Support suite has helped us improve our performance by using Triggers and Automations, as well as reminders to never leave a ticket unattended. A 'pending' ticket opens in time for the agent to get back to the customer by selecting a 'due date' for the agent, automatic reminders can be set for the customer to reply with the information needed to solve their issue, a satisfaction survey is automatically sent to the customer after a ticket has been solved.
Recommendations to others considering the product:
Using Zendesk Support Suite is a big help for customer service.
Effortless and cost effective tool for customer service automation
What do you like best about the product?
Natural language processing is an utterly complicated field of AI but Ultimate AI's intuitive user interface and tools available makes creating a domain specific chatbot rather easy. Except for integrations there's no need for technical specialists but the real subject matter experts (e.g. customer service agents) can create and maintain the service. Non-technical personel are able to create quite impressive solutions.
Support during onboarding and after that is outstanding and very fast. Technical and content specific support e.g. sharing best practices really helps.
Support during onboarding and after that is outstanding and very fast. Technical and content specific support e.g. sharing best practices really helps.
What do you dislike about the product?
APIs are inflexible and require custom development if not using some of the supported CRMs. On the other hand Basic API just for utilizing the NLP engine (chatbot) is simple and easy.
What problems is the product solving and how is that benefiting you?
This solution really helps mitigating repetitious questions ending up to customer service and therefore greatly improves the effectiveness of the customer service agents.
Awesome conversational platform that helped us set a virtual agent in only a few weeks.
What do you like best about the product?
- The interface is intuitive and easy to use
- It integrates easily within our Salesforce CRM system for a seamless handover to agents
- Smart AI model and it's easy to train the different intent models
- The onboarding process was really good; we got to setup a virtual agent in just a few weeks with already promising results.
- With the latest addition of UltimateGPT there is a lot of potential in improving our current conversation design, making our bots more complete and better maintanable.
- It integrates easily within our Salesforce CRM system for a seamless handover to agents
- Smart AI model and it's easy to train the different intent models
- The onboarding process was really good; we got to setup a virtual agent in just a few weeks with already promising results.
- With the latest addition of UltimateGPT there is a lot of potential in improving our current conversation design, making our bots more complete and better maintanable.
What do you dislike about the product?
- Ultimate focuses on one thing and that's the virtual agent for live chat. On the one hand, that's great, but at the moment it's not possible to integrate with other channels such as Whatsapp)
What problems is the product solving and how is that benefiting you?
- A lot of our customers call/mail us for rather simple questions and requests that they could also solve themselves on our website. The virtual agent now redirects customers to the right answers and self service sections of our website and only more complex cases are routed to our customer care professionals (it also makes their work more fun and challenging).
- Their GPT/LLM version of the chatbot will make it easier for us to setup and maintain bots.
- Their GPT/LLM version of the chatbot will make it easier for us to setup and maintain bots.
Zendesk's flexibility continues to shine albeit with some frustrating UI changes
What do you like best about the product?
Easy to deploy to multiple support channels. Agent satisfaction with the tool is high. The API is robust and allows for a number of integrations that are helpful.
What do you dislike about the product?
The new admin management section is clunky and requires too many clicks and moving to different tabs to manage users and business rules. Business rules lack some features (like being able to assign users to an org with a trigger).
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite allows us to handle support in 6 different countries across 5 languages. We also get a good value for our money due to everything being included in the price.
Zendesk Gift Card
What do you like best about the product?
Zendesk products like Support, Guide, Explore etc.
What do you dislike about the product?
Analyzing the report (Explore) and Calculations
What problems is the product solving and how is that benefiting you?
Easy to solve the queries of customers by creating tickets in Zendesk
Recommendations to others considering the product:
It is very good business management tool
Omni-channel support made easy
What do you like best about the product?
A myriad of features is available for clients from which we can choose what works for us and use just that. Their support portal is quick and efficient, much better than others I have used.
What do you dislike about the product?
Some of the features are implemented in a very basic form and need further improvements. However, these improvements sometimes take quite a long time to be implemented.
What problems is the product solving and how is that benefiting you?
Have a single portal through which we can interact with our users who might be accessing us through multiple channels. Its reporting capabilities are extremely useful and very much insightful
Often slow - and does not relate to the question that was asked
What do you like best about the product?
ease of use for agents and simplicity for the admin
What do you dislike about the product?
The new widget is super annoying
the response is often un professional and does not relate to the question that was asked.
the response is often un professional and does not relate to the question that was asked.
What problems is the product solving and how is that benefiting you?
ability to easily set up support via email to multiple brands
Not just another support desk software
What do you like best about the product?
How easy it is to set up and the number integrations available. I also like the views feature and it has helped me become way more efficient and be able to better organize my backlog.
What do you dislike about the product?
Having to download attachments first if you want to re-attach the same, I also don't like that there's no easy way to convert text to a plain text/remove formatting
What problems is the product solving and how is that benefiting you?
Having multiple support channels linked to one queue.
Its very user friendly
What do you like best about the product?
Everything is under one umbrella so agents find it easy to navigate.
What do you dislike about the product?
Nothing really, one thing I might say it is quite expenses as compared to other ticketing system
What problems is the product solving and how is that benefiting you?
As I said it is user friendly and all our agents find it useful
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