Zendesk Suite
ZendeskExternal reviews
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Great chatbot, even greater support!
What do you like best about the product?
Customer Support is really great! Quick replies, meetings scheduled whenever was best for myself and also taking a way a lot of the workload from me.
Onboarding in particular, is done really well. They take all the time you need, are really flexible and explain it every thoroughly.
The UX from the back-end is also great to work with. Really smooth environment and easy on the eye. Also explaining this to people new to the system is very quick.
Ultimate.ai also offers a lot in terms of integration, they really try to make integrations with all your relevant internal systems to make the bot smarter and give it more knowledge.
Onboarding in particular, is done really well. They take all the time you need, are really flexible and explain it every thoroughly.
The UX from the back-end is also great to work with. Really smooth environment and easy on the eye. Also explaining this to people new to the system is very quick.
Ultimate.ai also offers a lot in terms of integration, they really try to make integrations with all your relevant internal systems to make the bot smarter and give it more knowledge.
What do you dislike about the product?
Scalability for multiple languages can be improved, currently all the different languages are handled pretty much totally separate.
Also in our specific use case it took a while to see some initial results and the growth was less quick than expected. Ultimate.ai however helped out a lot, and was really looking into our use case to try and make it work.
Unfortunately it doesn't work with every Customer Service contact software out there, which is also the reason we are currently not able to use ultimate.ai. Ultimate.ai however supplied everything from their side to make the integration work as soon as possible.
Also in our specific use case it took a while to see some initial results and the growth was less quick than expected. Ultimate.ai however helped out a lot, and was really looking into our use case to try and make it work.
Unfortunately it doesn't work with every Customer Service contact software out there, which is also the reason we are currently not able to use ultimate.ai. Ultimate.ai however supplied everything from their side to make the integration work as soon as possible.
What problems is the product solving and how is that benefiting you?
We are taking away contact moments from our Customer Service teams, which gives them more time to focus on more complex issues that will actually make a difference for our customers.
Also helping our customers with supplying them quicker answers due to direct integrations to our internal systems.
Also helping our customers with supplying them quicker answers due to direct integrations to our internal systems.
A lot of potential!
What do you like best about the product?
The interface is easy and straightforward to use and customize. Zendesk's support center is also very informative and helpful for whenever I have questions. Additionally, as the primary team member who uses Guide (the help center tool) I've found it easy to use and customize, although there are limitations.
What do you dislike about the product?
While Zendesk is easy to use, there is a lot of potential to expand the features to be even more user-friendly and connect Support to Guide and other products. Macros are easily managed but don't have organizational capabilities, which makes mass-editing a lot of canned responses, triggers, views, tags, etc tedious.
What problems is the product solving and how is that benefiting you?
We use Zendesk to communicate with customers via email and set up our help center. Zendesk gives us the nuts and bolts to do so.
Recommendations to others considering the product:
Keep in mind that the live chat doesn't integrate well with it. Help Center (Guide) integrates satisfactorily, but is largely a separate thing.
Easy internal use but terrible external visability
What do you like best about the product?
Being able to track and search communications with external users
What do you dislike about the product?
The way the emails look when sent to external users is confusing and hard to read/follow.
What problems is the product solving and how is that benefiting you?
Client support communication, tracking and analyzing.
Recommendations to others considering the product:
Good internal use but can be confusing for external users.
Overall great tool
What do you like best about the product?
Zendesk Support has made managing customer tickets so much easier than the previous platform that we used
What do you dislike about the product?
I dislike that you cannot see when a customer has viewed your ticket, it makes knowing when to follow up more difficult
What problems is the product solving and how is that benefiting you?
Solving various customer contacts for online retail store, the benefits have been improved reporting and keeping more accurate KPI's
Flexible customer support solution - but is it too complex?
What do you like best about the product?
Zendesk has great support for working as a team in customer support being able to allocate support calls and emails to different people. Being able to classify the types of support calls that you are receiving is also great in terms of being able to analyse where the majority of your support issues are coming from. It's tabbed interface also enables you to have multiple issues open at the same time which can also be useful.
What do you dislike about the product?
The display can be very busy with information overload especially in the updates section which from my perspective made me feel less in control rather than more. This may be alleviated if you are working on a larger screen or multiscreen setup where there would be more screen real estate to reduce the feeling of clutter.
What problems is the product solving and how is that benefiting you?
We are using it for retreat client support along with liaising with providers and suppliers. The benefits have been in the analytics side as we are now able to pinpoint where the pain points are and address our customer support to the areas of need.
Recommendations to others considering the product:
Make sure you are up to speed with the training because Zendesk is a great tool but it is a complicated product and to use it at its best you will need the training.
Zeeen
What do you like best about the product?
The system itself is quite user friendly. Simple to use.
What do you dislike about the product?
It's annoying only being able to have set amount of licences for it.
What problems is the product solving and how is that benefiting you?
All queries can be resolved, it's the easiest way for our residents to contact us
Fairly easy to navigate
What do you like best about the product?
Creating macros wasn’t difficult. The internal help tickets notification is very helpful to be able to prioritize work load.
What do you dislike about the product?
My user account because of the username created, always Had problems with it.
What problems is the product solving and how is that benefiting you?
Zen desk helps create and document interactions with out students and their problems with our school related systems.
Easy to use, sometimes bulky
What do you like best about the product?
Integration of channel support is great, as we can interact with users simultaneously on different channels. Implementation is very quick as well, and is easy to use for a newcomer as well.
What do you dislike about the product?
Search function is very bulky, results don't reflect what a user searches for most of the time. When dealing with 100+ tickets a day this becomes a problem. Macros are not easy to understand off hand and it takes a little trial and error.
What problems is the product solving and how is that benefiting you?
Getting back to support emails.
Recommendations to others considering the product:
Good for middle sized companies
useful Service desk software with powerful features.
What do you like best about the product?
Its interface is smart and intuitive, which means it can be used with little training.
What do you dislike about the product?
The ticket formats and sorting can easily be changed and difficult to get back to the original setup.
What problems is the product solving and how is that benefiting you?
General user support for our app.
Versatile tiered and useful
What do you like best about the product?
Zendesk has many customisation features and the pricing allows you to customise the solution for exactly what you need without having to pay too much
What do you dislike about the product?
Can be a little expensive when you are paying per agent for all the features
What problems is the product solving and how is that benefiting you?
a multitude of problems I face on a helpdesk
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