Zendesk Suite
ZendeskExternal reviews
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Such a wonderful tool!
What do you like best about the product?
Zendesk is such an amazing tool to work with, it is easy to use, straight forward way to manage support tickets as well as follow up on issues. The search feature in particular helps to get answers on certain issues so quickly I use it almost daily!!
What do you dislike about the product?
I honestly love Zendesk and haven't found any cons that I can think of off the top of my head - really great tool!!
What problems is the product solving and how is that benefiting you?
Answers to quick or complicated questions from clients that I can easily search Zendesk for a potential client who has already experienced the same!
A Simple Customer Support and Customer Experience Management Tool
What do you like best about the product?
Having the ability to track all your customer interactions is critical for our business. Knowing and sharing what our customers need across our organization helps us to deliver a customer service experience that few of our competitors can duplicate. In our industry, relationships are everything and being able to deliver unmatched customer service makes us stand apart from our competitors.
What do you dislike about the product?
The new pricing structure makes this an all-or-nothing affair. When we first started using the service we were able to add-on or not use specific services as needed. Today, you'll find that you have to the service as-is, even if it's overkill for your organization.
What problems is the product solving and how is that benefiting you?
With Zendesk Support Suite we've been able to bring together multiple customer personas that would've otherwise been siloed into separate databases directly into the hands that need it the most - our support team. It's allowed us to cut response times to sensitive issues and improve our ability to issue course certifications.
Recommendations to others considering the product:
Understand that buying into the service is an investment in your business. It's not the cheapest or most expensive option but there are a number of features that are designed to maximize customer interactions - from offering support to online shoppers to handling sales and marketing outreach, there's a lot here for teams looking to streamline their customer experience.
Best tool for internal and external communicatiom
What do you like best about the product?
Excellent tool for communication with clients and stakeholders..great costomization features and support.Have been using it for more than 6 years and its among the best i used till date
What do you dislike about the product?
Slow in loading and it lags when opening multiple tickets.
What problems is the product solving and how is that benefiting you?
Communication internal and external. Easy to use gui..search features are great. Secure transmission of data
Recommendations to others considering the product:
One solution for all communication and with anyone. Great support..Recommend to everyone
Very good product
What do you like best about the product?
The ticketing system has already improved our efficiency with customer support.
What do you dislike about the product?
The difficulty to configure multiple languages. It's not super clear how to do it at first.
What problems is the product solving and how is that benefiting you?
We are mainly using Macros to allow fast answers to generic problems.
An all-in-one suite with strong feature set, but poor customer support
What do you like best about the product?
Closely knitted integration amongst all the products of the Suite - Support, Chat, Talk, Guide, etc. Whatsapp integration is great too. New releases like the ability to seamlessly forward email threads is a great enhancement.
What do you dislike about the product?
Undoubtedly customer support. Slow response times, insanely long resolution times, and no escalation matrix. Account managers are also not able to help and expedite issue resolutions.
What problems is the product solving and how is that benefiting you?
Providing support services to our customers via ZenDesk. Also using ZenDesk Guide to host our KB. API integrations, third-party app configurations including Jira, Salesforce, etc. are beneficial too.
Best CRM with almost endless capabilities
What do you like best about the product?
ZSS is easily the most customizable and informative support sweet out there. Plethora of features ensure that any large business can get everything they neeed for best customer support and interactions here.
What do you dislike about the product?
sometimes the number of options and buttons on the ZSS interaction screen can be overwhelming to trainees. However, its easy to navigate among the relevamt options and ignore others after a little usage and interaction with the Zendesk suopport suite
What problems is the product solving and how is that benefiting you?
Easily the best support suite out there, Zendesk makes it easy to log and retrieve customer information and history with fair ease to make sure every customer interaction is updated and also helps avoid customers to repeat their query.
One click call and numerous intergrations like Talkdesk, Exotel, ability to create macros / views have helped get maximum out of every customer communication and ensure prompt issue resolution.
One click call and numerous intergrations like Talkdesk, Exotel, ability to create macros / views have helped get maximum out of every customer communication and ensure prompt issue resolution.
Recommendations to others considering the product:
Its is the best support suite that a large organisation must use and be assured of being in line with latest updates in the customer support operations.
Informed Service
What do you like best about the product?
The knowledge of the support person was excellent.
What do you dislike about the product?
Single view of a customer , so you can look up a customer and see all communication across tickets.
What problems is the product solving and how is that benefiting you?
Issues that we can not work out ourselves, we will access the help function to chat with an expert. They are usually quick to provide alternate solutions to our problems. Its great that you can do it instantly online and it helps us to learn new approaches the next time issues arise
Very helpful for team visibility/no duplicate work
What do you like best about the product?
My favorite thing about Zendesk was the boomerang feature. Being able to organize tickets so that pending tickets were out of sight was very helpful in determining which tickets needed action ASAP.
What do you dislike about the product?
The biggest negative for me while using Zendesk was not receiving out-of-office responses from customers since these went to the individual email and not to the team distro.
What problems is the product solving and how is that benefiting you?
Zendesk was able to help us solve the issue of multiple people working on one account. It was easy to tell when somebody was working on one ticket to avoid duplicate work.
Zendesk
What do you like best about the product?
Easy to communicate with customers and to filter your bucket
What do you dislike about the product?
There are many tabs that sometimes is confusing
What problems is the product solving and how is that benefiting you?
Helping customers with any kind of concern
Recommendations to others considering the product:
It is an excellent tool to fast communication.
It is an intuitive platform that has strived to evolve more and more
What do you like best about the product?
The control that our leading team can have of the work carried out by their advisers
What do you dislike about the product?
That even the administrators who work with large volumes of agents, we must do a lot of manual things
What problems is the product solving and how is that benefiting you?
Real-time reporting and management of advisers' working times
Recommendations to others considering the product:
Fully recommended
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