Zendesk Suite
ZendeskExternal reviews
6,542 reviews
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Excellent product
What do you like best about the product?
My company has seen better organization, clearer communication with customers, and higher levels of satisfaction since switching to Zendesk.
What do you dislike about the product?
I have no idea who my account representative is after the person I was last in contact with didn't answer my most recent email about adding on a feature.
What problems is the product solving and how is that benefiting you?
Before, we were answering 1000+ customer questions a month with Microsoft Outlook. We could not clearly see communication with the customers, nor could we stay organized. We had a million folders and CS reps didn't always know who was taking care of which emails, which resulted in poor customer service. We are much more organized now with Zendesk.
Find something better
What do you like best about the product?
I can't think of anything I like about Zendesk; even its core functionality, ticketing, is poorly designed and difficult to use.
What do you dislike about the product?
It's impossible to navigate through admin tools. It feels like multiple apps poorly glued together
Everything is an add-on.
The 'Help Desk' tools are difficult to use, and the free template is so basic that it is nearly unusable. A usuable template costs between $800 - $2000.
Everything is an add-on.
The 'Help Desk' tools are difficult to use, and the free template is so basic that it is nearly unusable. A usuable template costs between $800 - $2000.
What problems is the product solving and how is that benefiting you?
Support ticketing.
The best software to centralize and measure all interactions concerning support.
What do you like best about the product?
I love how you have all the tools to have all the tools for you to not only integrate the available connections already done with other systems, but you can also make your own, keep expanding the arrange of information that enables you to give the best personalized experience to your client, because all the necessary information is at your agent's fringer tips.
And the great thing is that when you collect all data from the various interaction points on our customer's journey, you know where your focus should be, what to reinforce and what to change, so really, the limit is as far as you are willing to take it.
And the great thing is that when you collect all data from the various interaction points on our customer's journey, you know where your focus should be, what to reinforce and what to change, so really, the limit is as far as you are willing to take it.
What do you dislike about the product?
There's still room for improvement in every area, so every request or suggestion on the behavior or features you would want by default are listened to, and since their roadmap is extensive, so some of them may end up at the end of the line. Still, you can be sure that the Zendesk support team will address it.
What problems is the product solving and how is that benefiting you?
Gather all information to make accurate decisions and convert them into action on one platform.
Recommendations to others considering the product:
Ask for a Demo, see what it can do, and project yourself and your bussiness, knowing that it will scale from any level to any level of growth.
Easy to engage with clients through different channels
What do you like best about the product?
I being using Zendesk since more than a year, and the change that I made, looking forward to a Customer Centric point of view it was amazing.
The best thing to share is that it´s effortless to change communication channels during the interaction with customers.
It enable you to solve issues when clients contact us from some channesl and there are no agents connected.
Another important thing is to work in one single tab, not going through different tabs depending on the interaction.
Finally I think the reports are amazing!!
The Analisis feature it´s great! you can see on real time whats going on whit yor team
The best thing to share is that it´s effortless to change communication channels during the interaction with customers.
It enable you to solve issues when clients contact us from some channesl and there are no agents connected.
Another important thing is to work in one single tab, not going through different tabs depending on the interaction.
Finally I think the reports are amazing!!
The Analisis feature it´s great! you can see on real time whats going on whit yor team
What do you dislike about the product?
There´s no solution for chats and WhatsApp "out of the office" situations.
There is no possibility to create triggers for w.app to make it easier for agent's work.
I Think, it may be better to make best developments for us to use it also for Sales, we have to use a different tool to work with, and it may be great to use one single platform
There is no possibility to create triggers for w.app to make it easier for agent's work.
I Think, it may be better to make best developments for us to use it also for Sales, we have to use a different tool to work with, and it may be great to use one single platform
What problems is the product solving and how is that benefiting you?
The main problems that the Zendesk Support Suite currently helps me solve is the ease of interaction through different channels.
It is really very simple to be able to interact with our clients and to be able to change the means of contact through the same ticket, being able to choose whether to speak by chat, by mail or by phone.
On the other hand, the integration we currently have with Hubspot helps us a lot to be able to have a record of all interactions and that our commercial team can use that input.
Finally, a very useful tool that has helped me on many occasions are secondary conversations, which allow me to interact with different areas through slack and have a better solution for our clients' incidents.
It is really very simple to be able to interact with our clients and to be able to change the means of contact through the same ticket, being able to choose whether to speak by chat, by mail or by phone.
On the other hand, the integration we currently have with Hubspot helps us a lot to be able to have a record of all interactions and that our commercial team can use that input.
Finally, a very useful tool that has helped me on many occasions are secondary conversations, which allow me to interact with different areas through slack and have a better solution for our clients' incidents.
Recommendations to others considering the product:
It is a handy tool that has helped me on many occasions are secondary conversations, which allow me to interact with different areas through slack and have a better solution for our clients' incidents.
You have everything you need in one single view
You have everything you need in one single view
So much easier!
What do you like best about the product?
It's easier to manage my teams access rather than having to juggle accounts and permissions/access between them.
What do you dislike about the product?
So far (a week or so in) nothing! Very simple and easy
What problems is the product solving and how is that benefiting you?
We've been able to bring 2 teams together (with multibrand) and allow them all access to solve customer queries in whichever channel is easiest for the customer
Great customer service software
What do you like best about the product?
The customer support is excellent. The software works seamlessly, it is very dependable. The automation saves time and you can go into a deep amount of detail. It works great with knowledge base which is the cornerstone of our processes and customer faq.
What do you dislike about the product?
Not much, it all works well. I really like it
What problems is the product solving and how is that benefiting you?
It helps with customer service, business process documentation, global knowledge base, wholesale automation tasks.
Recommendations to others considering the product:
Try it out it works great. Takes time to really get into the detail but worth the rewards in automation, quality of output and features
Patient and useful
What do you like best about the product?
The specialist was patient and polite, helped very fast
What do you dislike about the product?
There is no "reply" option in a window of chat with specialist
What problems is the product solving and how is that benefiting you?
Whatsapp integration
Solid customer support product
What do you like best about the product?
Fully customizable automated tasks
Seamless connection between channels, customers, and agents
Scalable for teams and customer channels of any size
Quick customer support
Seamless connection between channels, customers, and agents
Scalable for teams and customer channels of any size
Quick customer support
What do you dislike about the product?
Agent, chat, and bot functions are separate products within the Suite, therefore they can get pricy and very complicated to set up than if they were built in one product.
What problems is the product solving and how is that benefiting you?
Using a small group of agents to resolve customer tickets from multiple sales and customer service channels, all in one suite.
Awesome Support Team
What do you like best about the product?
I like how professional the support team are on chat, and I can always rely on them to give me the most up to date information
What do you dislike about the product?
There is nothing I dislike at this moment.
What problems is the product solving and how is that benefiting you?
Today they have resolved a problem around Talk setup.
Speedy and helpful
What do you like best about the product?
The wait time to chat with an agent was brief. April helped me resolve the issue promptly.
What do you dislike about the product?
Nothing specific comes to mind as far as dislikes go.
What problems is the product solving and how is that benefiting you?
Zendesk is the most direct way we interact with our customers. Having access to customer history is extremely helpful.
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