Zendesk Suite
ZendeskExternal reviews
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Ready to use, out of the box solution for growing support teams
What do you like best about the product?
Self-service features, out of the box insights into support data
What do you dislike about the product?
Some in depth questions would be easier to discuss over the phone, though Zendesk's account management team is always willing to meet (just not on demand).
What problems is the product solving and how is that benefiting you?
We have limited documentation for team training, but Zendesk acts as a repository for information our team needs. It is simple to use and allows us to put our clients first rather than fight against our toolset.
Zendesk Support Suite Review
What do you like best about the product?
I like the ease of use it provides. It gives me the ability to switch between different features of the app. Very well laid out and easy to maneuver. Having tickets and chats available easily to swtich between in. a great feautre.
What do you dislike about the product?
The ticketing system is sometimes slow to react to updates or changes made to the ticket.
What problems is the product solving and how is that benefiting you?
The number of incoming clients we have and how to triage effectively. The benefits of the chat feature are great - we can now connect with multiple clients at once. This is a huge time saver for myself as I often have a few conversations going at once
Recommendations to others considering the product:
If you are looking to have a CRM that will allow you to connect and manage your clients and prospects then Zendesk is the platform for you! We have been using it for a few years now and love everything it has to offer.
Zendesk is a great tool for customer service. It makes connecting with customers easy
What do you like best about the product?
Ease of use and number of features on the platform to make support easy and quick to provide
What do you dislike about the product?
Occasional lags in the system but that is usually due to network error
What problems is the product solving and how is that benefiting you?
Helping customers with booking needs and ensuring they can. goon vacation and have a great time
Quick response
What do you like best about the product?
Having someone to chat with LIVE is extremely helpful when you are needing assistance with an issue that can not be found within a help article. Having someone right at your fingertips is more convenient than call and 800 number and waiting on hold etc.
What do you dislike about the product?
We are still making adjustments to our daily use on Zendesk. This is a growing and learning experience for all members and we have enjoyed it thus far.
What problems is the product solving and how is that benefiting you?
We have not encountered any issues thus far what we have not been able to resolve with the help articles and or the LIVE chat.
Recommendations to others considering the product:
Make sure you know what you want and how you want to have it presented and Zendesk Support will go above and behind to assist you and make sure that they hit all your expectations and then some. Zendesk will show you things that you more than likely never knew were even an option. The Zendesk Support Suite has been wonderful and easy to navigate. You have help right at your fingertips, literally. This has been a great investment for our company and every day something new is learned.
Awesome Addition To Our eCommerce Experience
What do you like best about the product?
The ability to immediately tend to our customers needs.
What do you dislike about the product?
Account management is minimal and seems like more of a sales tactic than a support team.
What problems is the product solving and how is that benefiting you?
Reporting, low touch resolution, seamless integration.
Zendesk is very helpful, but could be more user Friendly
What do you like best about the product?
I like how emailing, calling, chatting and so many other things can all be done in one place. I really also enjoy that everything is tracked so easily and kept on a file for each individual, which can be used for future reference. Employees are able to remain consistent and uphold company policies much easier because of this.
What do you dislike about the product?
Things can be very finicky or you have to input things so specifically. For example, when searching for a customer with a phone number, the format has to be an exact way. I also feel like things could be done in fewer steps and overall be more simplified while maintaining the same quality of service.
What problems is the product solving and how is that benefiting you?
Communication with customers is much easier, especially since things can be well documented in one space. In previous companies that I have worked with that didn't use software like Zendesk, there is much more inconsistency because employees are not able to communicate everything with each other as they all do not work at the same time. Zendesk solves that problem because we are able to hold records of all interactions, leave notes for each interaction and remain consistent because of this. Because of the use of Zendesk, employees are able to read all important notes or listen to calls before interacting with a customer in difficult situations to be kept 100% up to speed in what has happened over the course of each customer interaction.
Recommendations to others considering the product:
If you are looking for a software that will ease communication between your company and your consumers, Zendesk is a great platform for this. through Zendesk, communication is not only easier, it is more effective as well.
The person who chatted with me was helpful.
What do you like best about the product?
If a person has full admin access to all the applications within Zendesk, the suite is fairly user-friendly.
What do you dislike about the product?
Once your access starts getting trimmed, the ability to make any changes or updates to the functionality gets harder to accomplish. I am an Admin for Guide, but there are many things that rely on Zendesk Support and Zendesk Explore to figure out, and without full Admin access a user can't fully set up things completely. Some things that seem obvious from a help center perspective, are not available or functional. Things like allowing an article to have a visible label or tag to notate the origin of the article. There should be more "drag and drop" features for easier manipulating for User Segments and other items. Also, there should be a way to pull a list of labels and tags easier than creating a 30-day use report.
What problems is the product solving and how is that benefiting you?
Working on how to create our Guide and make it secure and easy to use. We do like the way that Knowledge Capture incorporates Guide directly into Support. Our Call Center will really appreciate having this type of tool to assist our customers with questions.
Recommendations to others considering the product:
Figure out exactly how you want your internal and external users to access your company information. Spend some major time planning out how you want to roll out the support site.
Zendesk Believer
What do you like best about the product?
Simple for agents to understand. The search mechanism is fantastic!
What do you dislike about the product?
It is not as straightforward as I would like to implement predefined questions to ask when a chat session begins.
What problems is the product solving and how is that benefiting you?
We are ensuring that every customer's email is responded to in a controlled manner.
Scalable omni channel enterprise support CRM
What do you like best about the product?
I like best how without needing outside integrations you can accomplish most if not all needs to provide stellar CX
What do you dislike about the product?
Medium to small size businesses seem to get the short end of the stick when it comes to support and account management.
What problems is the product solving and how is that benefiting you?
Omnichannel approach to support allows Appetize Support to assist clients in any aspect of help they need and seamlessly bounce from one channel to another while maintaining a single conversation with our end users.
With this being said, all of these channels bubble up into a single metrics platform (Zendesk Explore) which allows us to make highly educated decisions on how we run the business and support our userbase.
With this being said, all of these channels bubble up into a single metrics platform (Zendesk Explore) which allows us to make highly educated decisions on how we run the business and support our userbase.
Recommendations to others considering the product:
Consider if a free tool or other support platforms for your org if you're a SMB as Zendesk isn't built to support you well enough in my opinion. I may have this opinion solely on how my account has been managed (or lack thereof) and may feel differently with another account manager who is more aware of my needs & usecase scenarios.
Nothing but good things to say about Zendesk
What do you like best about the product?
Excellent for collaboration in Support, very solid for reporting in Explore.
What do you dislike about the product?
End users searching in Guide don't always receive the search results you'd expect.
What problems is the product solving and how is that benefiting you?
We use Support to handle support requests from end users, Explore for reporting on that data, and Guide for hosting our product's Knowledge Base
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