Zendesk Suite
ZendeskExternal reviews
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User friendly interface
What do you like best about the product?
The interface is quite minimalistic and user friendly compared to some other support software. This makes the experience for the end user more approachable. Being able to easily customise forms for different product/needs is great
What do you dislike about the product?
Reporting capabilities can be quite complex and tricky to achieve desired results without a good grasp of how things work in the background and what it's limitations are.
What problems is the product solving and how is that benefiting you?
Having ticket references and all the communication in a central location makes it easy for our customers and us to refer to particular issues. Zendesk guide allows us to publish knowledge base articles so our customers can find answers to some queries without having to log a ticket with us.
Very happy with the chatbot
What do you like best about the product?
I am a big fan of cards & Carousels, which makes everything much more visually appealing. What I also love is the weekly meetings with our Customer Success Manager Justine. You always know what updates are coming or what is still to come (roadmap).
What do you dislike about the product?
Theres no time setting. It would be really great if you could pre-set certain dialogs, or pre-schedule the release (for example Black Friday Intent - write it in July and settle it so be published in November automaticaly. Or that the dialog can say different stuff depending on the month or time of the year (in September its "Have a good day" - in December it could automatically change to "Have a nice christmas time").
What problems is the product solving and how is that benefiting you?
It helps us immensely to process customer inquiries faster
Recommendations to others considering the product:
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The best customer support platform out there!
What do you like best about the product?
Zendesk is our solution for handling the increase in customer support requirements as we expanded our company. We needed a tool that would be able to provide us with robust features (macros, automation, etc.) without a steep learning curve. Zendesk provides that!
What do you dislike about the product?
There are some features that are cost-prohibitive for us (SLAs etc) as a small startup. Additionally, the automation and business rules can be quite limiting. It would greatly help us to be able to organize our tickets in a more productive manner. Additionally, there are some limitations (read receipts, etc) that we've had to implement in the marketplace. It would be great to not have to pay extra for simple features like that.
What problems is the product solving and how is that benefiting you?
Handling a large number of customer support inquiries and providing a centralized platform for all that support. It also has multiple channel support and a nice api integration which allows our customers to truly feel that our support is robuts. Zendesk provides many integrations with our other platforms, which has made our entire customer experience ecosystem thrive!
Great product for CRM. Customer Service is first-rate.
What do you like best about the product?
The UXI is very easy to navigate. I did not need training. It provides what you need in a simple style.
What do you dislike about the product?
The font utilized is skinny. I requested an update for this feature. Customer service was able to provide a quick solution in the interim.
What problems is the product solving and how is that benefiting you?
Ticketing system.
Zendesk Review
What do you like best about the product?
I really like that everything is within Zendesk. Especially when a campaign is working with a number of applications, it is nice for agents to be able to access all of those in one place through Zendesk.
What do you dislike about the product?
Sometimes when using Zendesk you will be signed out, as well as being signed out of the individual applications. This can be time consuming and cause issues with user interfaces.
What problems is the product solving and how is that benefiting you?
Everything is in one place. With newer agents that are not used to working from home or with multiple applications, Zendesk keeps everything nice, neat, and together.
When it comes to ticketing systems, Zendesk is the way to go.
What do you like best about the product?
The price is very affordable for enterprise needs compared to other ticketing systems in the market.
Zendesk offers 24/7 support through live representatives. It easily integrates with 3rd party applications that are essential in our organization.
Zendesk offers 24/7 support through live representatives. It easily integrates with 3rd party applications that are essential in our organization.
What do you dislike about the product?
They do not have a free version for users who don't want it for enterprise needs.
There is no Desktop version of the software for both Windows and Mac
There is no Desktop version of the software for both Windows and Mac
What problems is the product solving and how is that benefiting you?
We use Zendesk to respond to customer emails and queries from social media. The live support feature is very aggressive and easy for me to use.
Recommendations to others considering the product:
It is effortless to use and the best for integrations with other applications
Easy to use for lower level professionals
What do you like best about the product?
The Zendesk support suite is excellent to use for somewhat experienced individuals who are capable of finding support across multiple channels within the network, as well as providing frequently asked questions to support candidates to find answers before start.
What do you dislike about the product?
The application is challenging to find one option without being routed to other websites when wanting to compare.
What problems is the product solving and how is that benefiting you?
Zendesk opens a multiple variety organizational application to cross reference and use at once.
Products good but the support...
What do you like best about the product?
The products are brilliant. Nice GUI with easy ticket management including creating, updating, and solving tickets.
What do you dislike about the product?
The support is horrible and the product managers are even worse. All you get is pre-made replies where they don't read what you've stated so you'll have to repeat yourself over and over again.
What problems is the product solving and how is that benefiting you?
The everyday ticket handling with our customers.
AI technology made easy with great support & care
What do you like best about the product?
From start to finish, the team at Ultimate.ai has been amazing. The detailed and thorough onboarding process is second to none. We feel fully confident on how to create Intents and how to optimise our bot to its full potential. Couldn't recommend them enough!
What do you dislike about the product?
The lack of ability for customers to upload pictures.
What problems is the product solving and how is that benefiting you?
We are developing our bot for our customers to get a quicker response and therefore improve their experience. We've been using it for less than a month, so it's too early to tell the benefits yet, but we are planning to see a reduction in calls and emails soon.
A solid tool for managing support
What do you like best about the product?
The data analytics, and easy tracking of what questions need to be answered.
What do you dislike about the product?
There are so many different views it can take a while to get acclimated to the system. But it becomes second nature after a while.
What problems is the product solving and how is that benefiting you?
Ensuring that employee questions are answered in a timely manner, that they dont get lost in email. And saving lots of time by using macros which also help provide consistency to our service.
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