Zendesk Suite
ZendeskExternal reviews
6,544 reviews
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Intuitive solution for customer support.
What do you like best about the product?
- I like the overall suit provided by Zendesk. It has nearly all possible features that an organization may need.
- Pricing is very economical.
- Lifetime free trail available (But with 1 agent access).
- Pricing is very economical.
- Lifetime free trail available (But with 1 agent access).
What do you dislike about the product?
As such not any disliking about Zendesk, but it doesn't provide chat support on WhatsApp (Which is the need of time).
What problems is the product solving and how is that benefiting you?
I am using it at my organization for providing support to customers and for the analytics.
Municipal experience
What do you like best about the product?
It is important that our city gets all data of chatbot for our own use easily.
What do you dislike about the product?
Nothing to dislike, everything works very smoothly.
What problems is the product solving and how is that benefiting you?
The best customer experience is available when we make a good integration from bot to real person, so we can continue direct conversation in those more complicated things. This integration works well with ultimate and our chat provider.
Love this company!
What do you like best about the product?
ZenDesk is a great way to keep your support tickets & customer service questions organized. This allows us to answer them promptly and keep track of our customers needs best!
What do you dislike about the product?
I wouldn't say that there is anything that I dislike about it. One of my favorite features is leaving internal messages so that other admins can review my notes. I love that!
What problems is the product solving and how is that benefiting you?
We are solving many customer support issues. Our sales representatives will email in with questions or concerns, and we can address them quickly through Zendesk.
Zendesk great resource for our customers
What do you like best about the product?
It had created a great resource for our customers and we are able to point them in the direction of our Zendesk page whenever they have simple day to day questions, need basic training, etc. This helps us to save time and use our time on more complex issues.
What do you dislike about the product?
I don't do much work on the back end of Zendesk so I am not sure how easy it is use to use. Our team seems to have an easy time making changes as needed so there is nothing that I dislike from my end!
What problems is the product solving and how is that benefiting you?
Saving time and using my time more efficiently rather than needing to help customers with basic questions that can be answered with our Zendesk articles. I refer my clients to Zendesk every day.
It's a great ticketing system but needs more dynamic features
What do you like best about the product?
The user interface and multiple 3rd part applications can be used within the marketplace.
What do you dislike about the product?
The lack of dynamic features such as unlimited brands, unlimited dropdown values, and being able to link fields to a data source.
What problems is the product solving and how is that benefiting you?
Email management and basic support features such as calls.
Recommendations to others considering the product:
Zendesk needs to be more dynamic and should adapt its native features to the current demand.
Customer Care Team Coach
What do you like best about the product?
Collaborating with ultimate.ai and getting support from them is easy and effortless. Ultimate has helped make our chat service a very important part of our customer service work.
What do you dislike about the product?
Although development sometimes takes time and sweat, there is nothing bad to say about ultimate.ai :)
What problems is the product solving and how is that benefiting you?
Automation allows us to answer frequently asked questions and help our customers faster. From the most challenging chat conversations, we also gather the necessary background information to resolve the issue. Our customer service has more time to focus on more complex tasks, thanks to ultimate.ai
Great team, great product
What do you like best about the product?
I've thoroughly enjoyed working with ultimate.ai. The team has constantly gone above and beyond the call of duty and also responded to our feedback promptly. What's more, I've been impressed by their AI. While I have my pet peeves about the backend user interface, it is generally intuitive and easy to use. I like the Training Center in particular.
What do you dislike about the product?
Dialogues that are massive in size require a lot of computing power, which causes some performance issues on the dashboard side. This can be very frustrating.
What problems is the product solving and how is that benefiting you?
Our Customer Care agents can focus on the more challenging tickets while the chatbot takes care of some of the simple standard questions. What's more, the bot is doing a lot of groundwork so it's easier for our live agents to take over the chats escalated by the bot.
Zendesk Support Suite allows you to take care of all customers from one place
What do you like best about the product?
We love how they have applets for helpdesk knowledge base article management for easy HTML article creation making all of your support content available to your entire customer base and we also like how phone, email and live chat support can be easily integrated and completely managed with large teams of support agents with ease.
What do you dislike about the product?
We wish the social media support integration was more robust with more features for more and all social media platforms such as youtube, Pinterest, Facebook, Twitter, and linked in.
What problems is the product solving and how is that benefiting you?
With the Zendesk support suite, we are able to take care of large volumes of customer interactions with ease. Since we are able to respond via live chat phone and email we are able to help large demographics of people who like to communicate for assistance in different communication mediums. We are also able to use the answer bot to automatically refer customers to help desk articles that may solve their problem without them actually needing to contact our team. This brings down incoming support requests allowing us to provide better support to the customers who do need one on one help.
Ultimate AI feedback
What do you like best about the product?
Regular meetings, desire to develop activities together, pleasant cooperation. Quick communication, get help when needed.
What do you dislike about the product?
No complaints, I should perhaps have an even deeper understanding of the subject myself, but I believe that will also be made possible if necessary.
What problems is the product solving and how is that benefiting you?
The recommender bot greatly eases our daily work. Once we get the automation bot in use, I believe it will also lighten the workload for the staff.
Review
What do you like best about the product?
The means of ticket creation was accurate, and sending emails to customers was very easy—a user-friendly tool, very straightforward.
What do you dislike about the product?
So far, I cannot say any dislike at all as this tool is essential to my role.
What problems is the product solving and how is that benefiting you?
Problems with their application and if they're having difficulty using the application.
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