Zendesk Suite
ZendeskExternal reviews
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Seamless Customer Support Platform
What do you like best about the product?
The simplicity if setting up new queues/support channels and ease of backend administration. We integrate into our internally developed CRM as well as a third party chatbot.
What do you dislike about the product?
The UI could use some updates to improve navigation and layout. All features work as intended, but at times there is some hunting and pecking to find modules in the layout as is
What problems is the product solving and how is that benefiting you?
Customer Interaction Management across scopes of customer service, compliance and data privacy requests, and chatbot integration. We have seen stabilized support metrics.
Great product, service ruins the entire experience
What do you like best about the product?
The system itself has many great features. Being able to manage all emails boxes, social media pages, and more on one platform makes it so much easier to manage and track. The customization options to build ticket forms that suit your business needs is awesome. It's a reasonably easy system to learn too - so much that I was able to build our ticket form and account all on my own. So easy to learn and manage. Reporting has no limits. I've been able to report on any piece of data I want to and with so many options of what type of graph or table I want to use, to the colors used, and so much more.
What do you dislike about the product?
The service of the support team and account managers has been negative. I've had to drop an account manager as we were getting nowhere, no follow up, no support in making adjustments to our account, missed meetings, and ignoring emails and phone calls completely. They even made an internal adjustment on their end which affected our contract. They never commnicated this until I reached out to inquire during renewal time. Our account manager had also offered us a monthly contract renewal in our renewal meeting. this was offered by both account managers on 3 separate occasions. When we went to switch to this option, i was told by the contract renewal manager that they would not honor this as their company does not offer it any longer. I was surprised and sent him the presentation where it clearly outlines the price of the monthly contract. I even provided the recorded zoom meeting date and times for their review in which they still refused. I was in shock they did this.
All in all, I find it very surprising that a platform intended for the use of customer service can provide such subpar customer service to it's own customers. I do not feel as though we are a valued client. Since all this renewal stuff, our account manager has not reached out once for our monthly meetings or to provide any support. Very disappointing service. The lack of service is so bad that it is not worth the system, which is too bad as the system is amazing.
All in all, I find it very surprising that a platform intended for the use of customer service can provide such subpar customer service to it's own customers. I do not feel as though we are a valued client. Since all this renewal stuff, our account manager has not reached out once for our monthly meetings or to provide any support. Very disappointing service. The lack of service is so bad that it is not worth the system, which is too bad as the system is amazing.
What problems is the product solving and how is that benefiting you?
We continuously face the issue of receiving any type of support from the account managers.
Best Tool for Tier 1 Support
What do you like best about the product?
The simplicity and ease with which the tool can be used.
What do you dislike about the product?
Its not dislike regarding the tools its just a limitation that other engineering teams can use it.
What problems is the product solving and how is that benefiting you?
Reporting
Easy and quick to use
Easy and quick to use
User friendly support system
What do you like best about the product?
What I enjoy the best is that it is a direct way to address customer issues or questions without cluttering my inbox. It keeps a streamlined record of everything and keeps them organized.
What do you dislike about the product?
The inability to link customer accounts from other platforms in a way that you can click through. There can be a lot of copying, opening tabs and searching from there.
What problems is the product solving and how is that benefiting you?
Customer questions revolving around their accounts within our marketing platform. Addressing any questions, issues, or concerns to ensure they are able to get their work done.
Zendesk for Customer Support is Great
What do you like best about the product?
The option to send a follow-up bump after 72 hours is a great feature and ensures timely resolution of customer inquiries.
The platform is constantly optimized, which maximizes performance.
The platform is constantly optimized, which maximizes performance.
What do you dislike about the product?
I dislike not having the ability to view all email marketing correspondence sent to Members when they are reaching out for assistance. It would be helpful if merging relative inquiries was automatic.
What problems is the product solving and how is that benefiting you?
Several incidents occur weekly, and this temporarily prevents customers from being responded to on time. In some cases, this negatively impacts quality insurance.
Zendesk makes collaborating on customer requests easy
What do you like best about the product?
Being able to assign tickets to others, changing the name of tickets, and most of all use the internal note function to discuss among colleagues without the customer seeing anything.
What do you dislike about the product?
I would like to have more power in categorizing tickets between short-, medium- and long-term tickets, especially since product development effort requires lots of long-term tracking.
What problems is the product solving and how is that benefiting you?
B2B problems mostly. We work with business customers that have various bugs, issues and requests for our software that they then flag to us via support tickets.
Upgrade was seamless
What do you like best about the product?
I recently upgraded Zendesk from a basic package to an enterprise package and the people I spoke with were nothing but helpful. I have been very impressed with the staff for their ability to help migrate and troubleshoot issues along the way. Thank you to Adam Levin &Philipp Oyama
What do you dislike about the product?
The help articles can be a little vague at times, but the support staff were great at helping me.
What problems is the product solving and how is that benefiting you?
Customisable emails for each of my brands and the ability to build a in-app help centre to bring the support I can provide to my customers to a much more personal and helpful experience.
Strong tool that is quickly growing even better; trusted partnership in solving business problems
What do you like best about the product?
Ultimate’s hands-on guidance as we learned to use their tool and planned our launch was fantastic. We had lofty goals for our implementation of Ultimate, and the team never shied away from them. They’ve been trusted partners and I love that in addition to helping us understand how to use their tools, they’ve always offered us their thought leadership and industry knowledge. Ultimate.ai is not just a chatbot but a flexible tool that has allowed us to do the following things rapidly:
- React to trends in contact reasons
- Use a data-driven approach to impact customer experiences
- Innovate and experiment to test new customer experiences and track how our users react
- React to trends in contact reasons
- Use a data-driven approach to impact customer experiences
- Innovate and experiment to test new customer experiences and track how our users react
What do you dislike about the product?
Ultimate’s capabilities generally meet all our requirements, but there are a few areas of opportunity for continued value-add. Here are some examples:
- There is no native staging functionality built into the tool yet. They’ve helped us with workarounds today, but ideally, one day we’ll have native options to draft and test thoroughly before pushing changes live, without extra clicks.
- Ultimate has been putting heavy work into reporting enhancements but the current analytics dashboard provides only the basics at the moment. Most enterprises will need a custom reporting option while Ultimate builds the enhancements (Ultimate created this custom dashboard for us!)
- We have a high volume of content and conversations each month, and the dashboard can be latent at times.
That said, I have generally found Ultimate to be highly willing to ingest our feedback and react with appropriate urgency.
- There is no native staging functionality built into the tool yet. They’ve helped us with workarounds today, but ideally, one day we’ll have native options to draft and test thoroughly before pushing changes live, without extra clicks.
- Ultimate has been putting heavy work into reporting enhancements but the current analytics dashboard provides only the basics at the moment. Most enterprises will need a custom reporting option while Ultimate builds the enhancements (Ultimate created this custom dashboard for us!)
- We have a high volume of content and conversations each month, and the dashboard can be latent at times.
That said, I have generally found Ultimate to be highly willing to ingest our feedback and react with appropriate urgency.
What problems is the product solving and how is that benefiting you?
Our primary goals with Ultimate.ai are:
1) To surface answers to easy user questions (reducing volume of basic or frequent questions to our support team)
2) To automate rote processes and triage user questions to the right human by using conversational context and known user attributes
3) To capture leads and quickly route sales questions to our sales team.
Since launch, we’ve seen:
- 36% YoY decrease in volume of tickets that need to be manually triaged
- 58% of conversations successfully resolved by bot
- 20% increase in qualified leads generated
1) To surface answers to easy user questions (reducing volume of basic or frequent questions to our support team)
2) To automate rote processes and triage user questions to the right human by using conversational context and known user attributes
3) To capture leads and quickly route sales questions to our sales team.
Since launch, we’ve seen:
- 36% YoY decrease in volume of tickets that need to be manually triaged
- 58% of conversations successfully resolved by bot
- 20% increase in qualified leads generated
Adequate but also quite complicated to use for a growing start-up business
What do you like best about the product?
The design interface is clean and easy to use. The helpdesk functions look great and are superior in their design and ability to customize. The products are innovative and market-leading, and built for companies looking to scale along with their CX requirements.
What do you dislike about the product?
The integration between different Zendesk products is clunky at best. I always found it very difficult to find the location of settings for each product, as some settings are global, some are specific. The cost of the products also far exceeds the time spent trying to configure and work with the varying tools provided.
What problems is the product solving and how is that benefiting you?
Being able to respond to customers quickly and easily, either via desktop tools, email, or phone apps. Integration with our website was important in terms of chat functionality.
It's easy to understand
What do you like best about the product?
Access is easy and understanding too is easy
What do you dislike about the product?
Little bit slow and can be more user friendly
What problems is the product solving and how is that benefiting you?
Easy to resolve and reply
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