Zendesk Suite
ZendeskExternal reviews
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Zendesk is our backbone for communication with customers
What do you like best about the product?
Being able to forward multiple email accounts into our zendesk and have a view for each one.
What do you dislike about the product?
Limited features unless you want to pay big $$
What problems is the product solving and how is that benefiting you?
We use zendesk to communicate with our customers almost exclusively. They are able to contact us and we are able to contact them. We also have our answering service (which we use for overflow calls and when we are closed) connected to our account, so when they get calls a ticket is created for us in our zendesk with the customer's info and why they are calling.
Uncluttered costumer service
What do you like best about the product?
This is one of the best Costumer Service SAAS that I have ever come across. First of all, the interface and workflow of the webapp are really nice. Zendesk uses tickets as requests and that makes things very organized for the representatives. It is perfect for the small-medium organization
What do you dislike about the product?
I would say the pricing is a bit high taking in account the other services that do the same. Either way is a good product and the pricing is it's only fault.
What problems is the product solving and how is that benefiting you?
- Costumer Service
- Multi Agent handling
- Paperless, phoneless productivity
- Multi Agent handling
- Paperless, phoneless productivity
Recommendations to others considering the product:
It is a great service, but keep in mind that reporting is not as great for the lower tier of pricing.
Review of ZenDesk
What do you like best about the product?
Fantastic partnership. ZenDesk is clearly invested in turning their clients into experts and advocates for their platform. It gives our associates a more complete view of the customer and integrates well with a number of other platforms that we use for both customer contact management and internal reporting. The relationship with GoodData also allows us much more robust reporting and a unique ability to provide our department and larger organization with deeper insights.
What do you dislike about the product?
Nothing comes readily to mind. They've been responsive about any opportunities to improve.
What problems is the product solving and how is that benefiting you?
Address customer questions through email, while providing a de facto CRM for our associates that integrates with our phone, live chat and SMS solutions. Managing internal cases, both for customers and for stakeholders in the organization. Tracking customer satisfaction through both email and phones. Maintaining a complete view of customer behavior pertaining to customer service.
Recommendations to others considering the product:
ZenDesk is a leader in the marketplace in both technology and relationship. Highly recommended.
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.
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.
The Best Incident Management System I have used in 20+ years of experience in Support
What do you like best about the product?
Highly customizable system that allows me to create event based triggers and timed based automations to optimize the efficiency of my team. Additionally, they support the use of macros, which allow for consistent messaging across all channels of communication with our customers.
What do you dislike about the product?
Wish they would use chat and voice channels for their own support team, as they do not seem to "eat their own dog food"
What problems is the product solving and how is that benefiting you?
Efficient and consistent communication with our end customers while minimizing the effort required of my staff.
Recommendations to others considering the product:
Setup your integrations and plan your reporting needs ahead of time. Making changes later on really messes up with reporting.
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