Zendesk Suite
ZendeskExternal reviews
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Reasonable program with potential capacity
What do you like best about the product?
Combines threads and queues pretty easily. Tags are helpful.
What do you dislike about the product?
Limited ways to include multiple business disclaimers for different types of messages. Each ticket opens different windows of threads instead of streamlining all communications for a customer within a view
What problems is the product solving and how is that benefiting you?
Messaging customers
Keeping things organized in one place
Keeping things organized in one place
Decent Support Tool, but still needs some innovation
What do you like best about the product?
User Friendly
Good for basic client management
Has the foundation for a company that is servicing mostly phone really well
Good for basic client management
Has the foundation for a company that is servicing mostly phone really well
What do you dislike about the product?
Ticketing system is difficult for actual productivity monitoring for a real call center
Due to the ticket statuses, difficult to see actually daily productivity versus total quantity
If you use for email support, will be very difficult to actually monitor actual productivity- only shows overall business quantity totals. Difficult to make CPH metrics for agents
Chat is weak tool--not a lot of investment there
Due to the ticket statuses, difficult to see actually daily productivity versus total quantity
If you use for email support, will be very difficult to actually monitor actual productivity- only shows overall business quantity totals. Difficult to make CPH metrics for agents
Chat is weak tool--not a lot of investment there
What problems is the product solving and how is that benefiting you?
Customer interactions through multichannels, but it's too simple for truly complex customer innovation.
Seems more fit for dealing with a one product business that works with client relationship versus customer service.
Seems more fit for dealing with a one product business that works with client relationship versus customer service.
Establish A Stronger Relationship With Your Customers
What do you like best about the product?
1) Many users from the support team can log in and see what's happening with different customer tickets. This is useful to us because we have 3 shifts that span 24 hours. This means that we can leave offloads for the next shift to take on.
2) The span of ZenDesk's integration is amazing. We have integrated it with Outlook and so we have created rules in our inbox to filter out all Zendesk emails to our "Tickets" Folder. This way, we can always keep track of when a customer raises a new ticket. For those who aren't in the support team, gaining visibility to see what is happening even without logging into ZenDesk is an advantage.
3) All exchanges are recorded against a ticket. Like I said earlier, we have shifts and so when we offload tickets to the next shift, they can easily see the history of exchanges on that ticket and proceed accordingly - having a sound idea of how to take charge.
4) There is a "Self-Help" customer service tool that stands out to me. This will enable your customers to be more self-reliant at times.
5) You can monitor ZenDesk with easy across all platforms like your Laptop, Desktop Computer, your Android or your IOS device. This kind of versatility helps you always keep track no matter where and when.
6) Multiple inboxes can be managed for different departments within the organization.
2) The span of ZenDesk's integration is amazing. We have integrated it with Outlook and so we have created rules in our inbox to filter out all Zendesk emails to our "Tickets" Folder. This way, we can always keep track of when a customer raises a new ticket. For those who aren't in the support team, gaining visibility to see what is happening even without logging into ZenDesk is an advantage.
3) All exchanges are recorded against a ticket. Like I said earlier, we have shifts and so when we offload tickets to the next shift, they can easily see the history of exchanges on that ticket and proceed accordingly - having a sound idea of how to take charge.
4) There is a "Self-Help" customer service tool that stands out to me. This will enable your customers to be more self-reliant at times.
5) You can monitor ZenDesk with easy across all platforms like your Laptop, Desktop Computer, your Android or your IOS device. This kind of versatility helps you always keep track no matter where and when.
6) Multiple inboxes can be managed for different departments within the organization.
What do you dislike about the product?
1) We faced an issue while trying to integrate ZenDesk with Facebook chat. For some reason, this wasn't working out for us and didn't until the last time I remember using ZenDesk at PeopleWorks.
2) Using the "@" symbol to adress another team member or try and get their attention doesn't work sometimes.
3) For a platform that promotes Customer Service, they can sure improve on theirs. This isn't too bad, though.
2) Using the "@" symbol to adress another team member or try and get their attention doesn't work sometimes.
3) For a platform that promotes Customer Service, they can sure improve on theirs. This isn't too bad, though.
What problems is the product solving and how is that benefiting you?
1) Gain an insight to the progress of various customer issues.
2) Integration with Outlook for remote visibility because we have to focus on other things as well.
3) Tagging, sorting and assigning tickets for a balanced workflow.
4) Adopting an organized approach when it comes to Customer Service as a whole.
5) Maintain quality service with our clients.
2) Integration with Outlook for remote visibility because we have to focus on other things as well.
3) Tagging, sorting and assigning tickets for a balanced workflow.
4) Adopting an organized approach when it comes to Customer Service as a whole.
5) Maintain quality service with our clients.
Recommendations to others considering the product:
Zendesk is certainly better than any other platform offering the same solution out there.
Customer services is fun with Zendesk
What do you like best about the product?
Zendesk is the best tool I have came across so far. It has helped me a lot to manage the client relations. It was very complicated initially to manage the huge work load and simultaneously we had to deal with the clients as well. Overall processing of the queries was very much time consuming and I was looking for one window solution. Now Zendesk is my professional partner, which has helped me a lot in organizing the tickets and it won’t let me skip any of my clients and this is very important as client feels worthy.
What do you dislike about the product?
In terms of report generating I have found it one step behind, as it takes time and become slower with the passage of time, which ultimately makes the tracking of the previously carried out processing difficult. Further I really want that this ticketing system could be replaced by some new technique.
What problems is the product solving and how is that benefiting you?
I am capable of adding to my business value and it has equally benefit my team members now we confidently categorize the issues and deal accordingly. We are now capable of providing the personalized support to our customers when and where they required.
Recommendations to others considering the product:
This application is very suitable for those organizations which deal with numerous customers every day. And especially it will help the small organizations very much because each team member could be capable of holding on and sharing the work load with peers.
Have used Zendesk for ticketing system
What do you like best about the product?
Has a lot of nice features, phone solution for queuing calls, integrates with social media.
What do you dislike about the product?
Reporting isn't very intuitive and seems like there are no good reports out of the box.
What problems is the product solving and how is that benefiting you?
Used as a ticketing system for inbound customer support.
Very easy to use
What do you like best about the product?
Very easy to manage also for people without any experience with these tools.
We got quick support from the very beginning, mid 2018, until now.
We got quick support from the very beginning, mid 2018, until now.
What do you dislike about the product?
Could be great to get a better view of bots performance in analytics functionalities.
What problems is the product solving and how is that benefiting you?
With Ultimare support we are able to manage a higher amount of contacts than we did before and have the agents focusing only on more complicated issues.
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
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