Unified Workspace Supercharges Agent Efficiency
What do you like best about the product?
Our agents can handle problems more quickly with complete context because to its unified workspace, which unifies all customer channels into one view.
What do you dislike about the product?
It is pricey since you have to purchase the more expensive plans in order to obtain the best tools.
What problems is the product solving and how is that benefiting you?
It helps our agents solve issues more quickly and maintain customer satisfaction by centralizing all consumer inquiries.
Excellent Platform for Tracking and Resolving Customer Complaints
What do you like best about the product?
A great way to track and resolve customer complaints.
What do you dislike about the product?
We have been happy with the platform for many years.
What problems is the product solving and how is that benefiting you?
To be able to track and resolve customer complaints in a seamless manner.
Seamless Integration and Effortless Team Collaboration
What do you like best about the product?
The fact that you can incorporate it into the other support tools, such as Zoho and Salesforce..The easiest of the threads between the Project Management and the team. You can prioritize tasks, while tracking the work of the other members of the project.
What do you dislike about the product?
Zendesk and Mailchimp are not well-aligned for selective outbound notifications. Zendesk does not treat customers as a clean, permission based mailing list. Mailchimp requires that structure.
What problems is the product solving and how is that benefiting you?
It is cutting down response time, as well as tracking the progress of other team members who may have taken ownership of a ticket, and you are working on it too.
Highly Customizable Ticketing Platform That Empowers Our Workflow
What do you like best about the product?
Powerful ticketing platform that allows for a lot of customization.
What do you dislike about the product?
Sometimes making changes on functionality without proper notification/documentation for its customers.
What problems is the product solving and how is that benefiting you?
Ticketing system for communicating/interacting with consumers.
Exceptionally Organized and Fully Equipped
What do you like best about the product?
i love how its organized and got everything we need
What do you dislike about the product?
sometimes it gets me out of the system without ant reason.
What problems is the product solving and how is that benefiting you?
tracking the status of each agent and analyzing the ticketing system correctly.
Centralized Support and Streamlined Workflows with Zendesk
What do you like best about the product?
What I like best about Zendesk for customer service is its ability to centralize all customer interactions in one platform. It makes tracking tickets, prioritizing requests, and collaborating with team members much easier. I also appreciate the automation and reporting features, which help streamline repetitive tasks and provide insights to improve service. Overall, it enables faster, more organized, and more personalized support for customers.
What do you dislike about the product?
Zendesk can be overwhelming for new users, and some reporting features require extra setup to get the needed insights.
What problems is the product solving and how is that benefiting you?
Zendesk centralizes customer interactions, helping us respond faster, stay organized, and provide consistent support.
Unified Issue Management with Excellent WhatsApp Integration
What do you like best about the product?
I can unify all types of issues related to my application into a single system for automation and team redirection, as well as have multichannel messaging options, especially WhatsApp, which is my main medium.
What do you dislike about the product?
It's quite complicated to set up all kinds of integrations with other platforms, especially my biggest problem is everything related to bug tracking, since I use Bugzilla and it was difficult to transfer those issues to Zendesk
What problems is the product solving and how is that benefiting you?
It allows me to quickly assist people who contact me about problems with my application, since the time it takes me to provide the first interaction after the ticket is created is crucial for me, and Zendesk allows me to almost immediately know when a user of my app tries to report a problem.
Collaboration across global teams has become seamless and customer behavior is now easier to analyze
What is our primary use case?
My main use case for Zendesk is to serve as a CSP, a customer support platform, and to take on a leadership role in the technical support area.
In my day-to-day work, I mainly receive tickets from Zendesk, solve these tickets, and send them back via email or chat to the customer. I also generate dashboards and analytics to further understand customer behavior, SLAs, and related metrics.
I have numerous integrations with HubSpot and Slack to keep informed of specific issues with customers, as well as integration with Jira for escalations with the engineering team. Additionally, I have used Zendesk to create analytics for the director of the customer support department.
What is most valuable?
The collaboration between agents is impressive, and I also use Zendesk Workspace, which provides a seamless experience when communicating through chat and email.
Our team is distributed across different parts of the world, so we maintain different SLAs. We can take this into account and send tickets to people who will be awake or on the job at that time, making it easier to offer a 24/7 experience for our clients. What I appreciate most about Workspace is that I do not have to change views; previously, switching from email to chat involved a context change, but with Workspace, this has improved significantly.
Zendesk is the main tool we use to organize and reach out to customers and to completely understand the main issues, bugs, and concerns of our customers. The analytics capabilities allow us to digest all the information and tickets into practical points that we can improve, which has been key to understanding customer behavior and complaints.
What needs improvement?
I believe Zendesk needs to align more with the current era; for example, there is not a real feature for seamless interaction through Slack or Google Meet. Zendesk is missing an AI aspect that could help provide quick answers based on the knowledge housed within the platform. It would be beneficial to gather all this information and use it through an AI that agents can utilize to better assist customers. Additionally, Zendesk displays data only in the default view, so more freedom in views, such as Kanban or specific customizable views, would align better with current trends.
I find Zendesk great with integrations, but it is missing the ability to offer Slack or Google Meet channels for high-end customers. This would allow key accounts to contact us directly without needing to go through the ticket creation process, which other platforms handle effectively.
The reasons I chose a rating of eight include the lack of excellent support and the rigidity of the platform. Sometimes when I have issues, their support does not offer the best response. Additionally, Zendesk needs to explore new options and provide more freedom in ticket views.
For how long have I used the solution?
I have been using Zendesk for six years.
What do I think about the stability of the solution?
Zendesk is quite stable; we experience major outages only once or twice a year, making it very reliable. The problem arises in support when something goes down, as their responsiveness is not very effective.
What do I think about the scalability of the solution?
Zendesk's scalability is excellent; all the data we collect has been invaluable for improving features and impacting various teams, including product, engineering, and marketing, as we gather information from clients and potential customers.
How are customer service and support?
My experience with Zendesk's customer support has not been positive. When I open a ticket for a bug, it often does not expedite the resolution process. The agents sometimes seem inexperienced, which reflects poorly on the overall support experience. There appears to be a lack of connection between the bot and the agents, making it feel scripted rather than helpful.
How would you rate customer service and support?
Which solution did I use previously and why did I switch?
Before Zendesk, we did not use a different solution. We started with Zendesk because we believed it was the best platform for our needs, but we are currently switching to another option.
What was our ROI?
I cannot share specific return on investment metrics because we have always used Zendesk, and we are now changing to Pylon. However, during the time we used Zendesk, we were able to offer a seamless 24/7 support experience and meet all our SLAs due to the robust nature of the platform.
Which other solutions did I evaluate?
Before choosing Zendesk, I only evaluated Intercom.
What other advice do I have?
I advise others looking to use Zendesk to start by setting up strong foundational elements. As you progress, it becomes increasingly difficult to remember to add specific filters or SLAs, so ensuring a solid basic setup from the beginning is crucial for effective reporting and evaluation of the support team.
I believe Zendesk is one of the best platforms available and the standard for customer support agents. However, I have noticed that they seem too large to change effectively. While I have seen improvements, my company has decided to switch to a competitor. Nonetheless, if someone is starting and lacks a clear structure for customer support, Zendesk should be the platform they begin with and use to measure other options. I provided this review with a rating of eight.
Which deployment model are you using for this solution?
Private Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Amazon Web Services (AWS)
Fairly easy to set up, integrate and use. Some minor speed-bumps, but nothing too bad
What do you like best about the product?
it was fairly easy to set up, and I liked that it was able to build some initial KB articles from AI scraping about the industry I'm in. The interface to handle tickets is solid, and easy to set up as well.
adding the chat agent to my website was easy. integrating email with the ticketing system was fairly easy as well.
The capabilities of the support system were solid.
What do you dislike about the product?
It was annoying to get my domain name right.
I had to do significant edits to the KB articles to get them to be accurate, but that's to be expected.
adding my customers as users was a little tedious, but not too bad.
It was somewhat difficult to figure out how to tweak the ticket form to include my custom lists of areas, but I eventually figured it out
What problems is the product solving and how is that benefiting you?
I have customers who have questions about the products I support, and sometimes have bugs or issues they would like resolved. They also want access to a knowledge base that includes useful information about the products in this industry.
Omnichannel Support and Powerful Analytics Make Zendesk a Standout
What do you like best about the product?
what I like most about zendesk is its omnichannel support it supports multiple channels like email, chat, social media & phone which gives opportunity to centralize everything at one place.
It's easy to access as it is cloud based and can be scale from small teams to large enterprise. It's analytics and reporting tools are helpful to get detail insights into performance, ticket trends and customer satisfaction.
What do you dislike about the product?
One of the biggest drawbacks is its complexity because it has so many features new users may find it overwhelming and require time and training to get comfortable. Also, I personally find the customer support very slow and unhelpful especially for small companies like us. Customizing the platform requires technical knowledge or developer assistance, also I suffered performance issues during traffic times.
What problems is the product solving and how is that benefiting you?
It has really helped us to streamline our customer support. Before we used to struggle with missed messages and scattered emails but with Zendesk everything is at one place emails, chat and calls which saves a lot of time during a busy day in office and also makes it easier to stay organized. The help center also cuts down repetitive questions because customers can find out answers themselves. Overall, it has made our support much faster more efficient, and much more professional.
