Zendesk Suite
ZendeskExternal reviews
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My review about experiences using zendesk support suite at my company betabrand
What do you like best about the product?
What I like best about it is that it is pretty intuitive overall and has a solid user interface and it does allow me to multitask while trying to assist customers for the most part. The aesthetic of the user interface is also fairly pleasing to the eye as well. I also really appreciate that there are built in features to be able to track our team's performance in a number of different ways and categories.
What do you dislike about the product?
What I dislike about it is there are certain small features that should have more user controllability. Sometimes there are definitely bugs where certain plug in features won't work as they should which make our job more difficult and zendesk's support hasn't been the most helpful in solving those issues. Which can be frustrating because if they aren't able to help use out, we really don't have any way of trouble shooting those issues and just have to deal with it in the mean time. Also it would be nice if there was a built in feature for rating/reviewing customer interactions and be able to have some sort of rewards system for the user.
What problems is the product solving and how is that benefiting you?
I am solving an endless amount of problems that all have to do with customer service as we use it to solve tickets and phone calls from customers we receive. The benefits are that it allows us to do a number of different tasks from the same program.
Recommendations to others considering the product:
I would definitely give it a shot at least and there's a decent change it will work for what your needs are!
All in One customer service solution
What do you like best about the product?
Zendesk integrates with our E-Commerce storefront and our back-end system allowing for full visibility to our customer service agents. Visibility for management to review agent's emails and chats with customers helps to either improve the company processes and procedures or an individual's work.
What do you dislike about the product?
They should allow more reporting features in the Professional plan.
What problems is the product solving and how is that benefiting you?
Customer emails are being routed to the agents that are best trained to respond, customers have commented that the follow-up emails are useful as they may have missed an initial reply from our agent and we have it triggered to send an email if the customer has not replied to us in x amount of time.
We also centralize our communications with customers using one system so it much easier to view for management and ownership
We also centralize our communications with customers using one system so it much easier to view for management and ownership
Recommendations to others considering the product:
The system is easy for agents to learn centralizes all forms of communications between your customers and agents. If set up correctly, management can have the ability to oversee all of their agent's communications and have ratings provided by customers to is a well built-in feature.
Zendesk Review
What do you like best about the product?
Quick responses to my questions that need answers
What do you dislike about the product?
Nothing that I can think of. Zendesk Support has been great
What problems is the product solving and how is that benefiting you?
It helped me with organizing my Smart Lists and Contacts to keep better track of who all Ive been in contact with
Years of changes turned Zendesk from one of the best solutions into an expensive nightmare.
What do you like best about the product?
Honestly, considering the changes made during the last five years there is not much left to like.
Many basic features that used to be available on entry-level plans are now hiding behind overpriced plans and the help center isn't really clear in all cases making it a guessing game if something that doesn't work is because of a bug or because it's simply not available to all users.
Many basic features that used to be available on entry-level plans are now hiding behind overpriced plans and the help center isn't really clear in all cases making it a guessing game if something that doesn't work is because of a bug or because it's simply not available to all users.
What do you dislike about the product?
Zendesk changed over the years from a great company with great pricing to a business that offers more and more but hides basic features behind overpriced plans that most businesses on their way up won't afford.
What problems is the product solving and how is that benefiting you?
The only benefit left of Zendesk is their easy user interface to manage email requests and even that suffered from the introduction of their new "workspace" view.
Recommendations to others considering the product:
If you can find something else that covers your needs avoid Zendesk.
Only if they see that their decisions over the last couple of years cause them to lose customers will they be likely to make the necessary adjustments to make Zendesk the #1 choice for all kinds of support solutions in the future.
Only if they see that their decisions over the last couple of years cause them to lose customers will they be likely to make the necessary adjustments to make Zendesk the #1 choice for all kinds of support solutions in the future.
Excellent customer care experience
What do you like best about the product?
The instant reply was one of the pluses about their customer service, and the solution they provided me was correct and precise, so there was no discrepancy. User interface and the experience was convenient, and the person who is contacting us are well knowledgable about all kinds of error which a customer might be facing while using zendesk
The whole package has a multiple usage and very easy for our agents to grasp the feature and the triggers are much useful for a difficult scenarios to be solved using these which i have not experienced in anyother software in the market till date
The whole package has a multiple usage and very easy for our agents to grasp the feature and the triggers are much useful for a difficult scenarios to be solved using these which i have not experienced in anyother software in the market till date
What do you dislike about the product?
There is nothing in specific to be disliking about. More friendliness will be nice towards the customer rather than talking like a bot responsive person hence this will create a positive outlook towards the humane like conversations towards the users.
Agents should be able to solve the questions asap sometimes there might be lack of time taken to solve an issue which will be simple but consumed lot of precious time of the customer
Agents should be able to solve the questions asap sometimes there might be lack of time taken to solve an issue which will be simple but consumed lot of precious time of the customer
What problems is the product solving and how is that benefiting you?
Operational issues, no need to rely on a third party or need to call anyone else. This is a one of the most helpful chat system so that the users no need to wander or call the agency for helping out on a small or a minor issues which is excellent setup of the company vision towards making a robust software rather than a difficult and time consuming feedback mechanism
Recommendations to others considering the product:
Try this, and you will never be disappointed with the robustness of this masterpiece software
Open for Vintage Review
What do you like best about the product?
Integration between chat and general ticket mailbox
What do you dislike about the product?
Interface not as user friendly as other similar products I've used
What problems is the product solving and how is that benefiting you?
We have outsourced customer service. They use Zendesk and we have full visibility over tickets and customer issues
Innovative and intuitive chat-bot solution with a kick-ass customer success Team!
What do you like best about the product?
The whole journey has been a very smooth experience. The team at Ultimate.ai really want us to be succesfull. Their onboarding process is beyond what I had imagined it to be, from kick-off until roll-out. And even after the bot went live, their customer success team is there for us all the time, whenever there is an issue it gets solved right away. Awesome company!
What do you dislike about the product?
Currently, the only limitation we are experiencing is not on the side of Ultimate.ai but our CRM solution, which misses solving granular issues. But those will hopefully be handled in time.
What problems is the product solving and how is that benefiting you?
Ultimate.ai enables us to grant 24/7 support. Our support team is now able to concentrate on more complex topics. The biggest benefit is scalability. The bot instantly took 39% of all requests from the shoulders of our agents. That's the benefit of first-class onboarding.
A top platform for support
What do you like best about the product?
Clean UI and simple. Well planned UX. Reliable. Great service and support so far.
What do you dislike about the product?
There are issues with the tickets and communication/reminders for users. Some of our users complain that they get asked to create a "zendesk account" for their communication with us re issues. We used to use INtercom and that was a lot better in these senses. Also showed where the user is from (which account/company). We have not used the bots and I hope they work as well as Intercom. Also we got used to not worrying about where the support response goes. INtercom knew if they are online or not. Here we need to pick email vs chat message manually.
What problems is the product solving and how is that benefiting you?
B2B SaaS support.
My experience was quick, easy, and informative!
What do you like best about the product?
Everything! Accessibility is essential, and everything is easy and accessible.
What do you dislike about the product?
The only downside for our end of the platform is that our team uses the platform for ticketing, and outside consumers are do not communicate within our platform, so we cannot use ALL of the bells and whistles support has to offer. Just the ones that make the most sense for our usage.
What problems is the product solving and how is that benefiting you?
We remain organized as a whole which is imperative to our scope of work. Our team is capable of easily reviewing items in the platform and we can communicate effectively on each ticket.
Easy to use and great customer service
What do you like best about the product?
Feature rich, fast and intuitive. Low to no code needed
What do you dislike about the product?
Sometimes it's difficult to reach the correct team as with almost any other support company
What problems is the product solving and how is that benefiting you?
When utilizied properly you can create a great customer experience with low-no code
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