Zendesk Suite
ZendeskExternal reviews
6,667 reviews
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It's very easy to use. There are a lot of functionnalities and many things possible.
What do you like best about the product?
I like to do many views and filters my tickets.
What do you dislike about the product?
The client can't put images by copy/paste in the chat.
What problems is the product solving and how is that benefiting you?
I resolved more quickly my client issues and I can have a real follow-up.
I gain some time on my response and efficiency.
I gain some time on my response and efficiency.
Efficient and Effective!
What do you like best about the product?
Once you can connect with a live agent, the process is pretty quick, and you always get the answers to your questions.
What do you dislike about the product?
It took a while to find the chat with a live agent section rather than a bot.
What problems is the product solving and how is that benefiting you?
Providing user guides for both our internal staff and customers as well as track customer activities.
Recommendations to others considering the product:
View your guide in incognito mode/ signed out to see it as your customer might.
Exceeded Expectations
What do you like best about the product?
Zendesk Sell is fantastic. I can tell the developers took the time to include seasoned sales professionals to give input and suggestions.
What do you dislike about the product?
The one downside is the automation could be a little more robust.
What problems is the product solving and how is that benefiting you?
They been great helping me upload and organize leads.
Zendesk is a great support tool for customers.
What do you like best about the product?
I've used several CRM and Support driven systems and find that Zendesk is fantastic as it is in real-time, intuitive and effective. The macro system is also really effective in making it easier to respond to mass tickets.
What do you dislike about the product?
I do wish that Zendesk support more things to be a full suite of products, as we're using multiple software now and Zendesk is used specifically for support-related things.
What problems is the product solving and how is that benefiting you?
We're using Zendesk to respond to customer request and tickets.
Zendesk is the best and most comprehensive customer service platform
What do you like best about the product?
My favorite feature of Zendesk is how all the different support channels like email, chat, phone, Facebook messages, etc. all flow into one agent view where agents can reply quickly to customers in the channel they prefer. After evaluating other platforms, I didn't find one that included all the channels in a single place that was easy to use.
What do you dislike about the product?
Some of the settings and configurations can be complicated and takes a lot of time to think through and get right. But, that is a trade-off that you get with something so comprehensive and flexible.
What problems is the product solving and how is that benefiting you?
Zendesk helps us provide speedy replies to customers via phone, chat, email, or social messages.
A must for a growing business
What do you like best about the product?
Zendesk is like a one-stop solution for business needs. If you're trying to simplify complicated processes like communication or customer service, data bank and so much more, Zendesk is for you.
What do you dislike about the product?
There is not so much to dislike but the initial setup could be easier. If you use multiple services and have a large team it may cost you a significant amount yearly.
What problems is the product solving and how is that benefiting you?
We are trying to make our customer service and support department work more efficiently. With the help of Zendesk, we're able to set up processes and timelines. Iron out the issues where we were unable to track customer satisfaction and provide a better service.
Lots of options, hard to find them though
What do you like best about the product?
All the information you can obtain from "explore"
What do you dislike about the product?
It's not user friendly, and sometimes it gets very hard to create certain things, especially when you user "Explore". Also, for "Explore", there's no "undo" button, which I believe it is necessary.
What problems is the product solving and how is that benefiting you?
As a support agent, I solve issues our clients might have
Investing in your team and your customers
What do you like best about the product?
Zendesk has been my go-to software for customer service since 2012. True, it has gotten pricier these days but the way the software is designed and how much one can customize it still amazes me. It's pretty intuitive as well and teams can get it up and running in a couple of days. I've demoed it to multiple teams and they're always surprised at how many things Zendesk can do—something their current software clearly cannot.
What do you dislike about the product?
The pricing structure, if anything. There has to be a way to purchase some add-ons without paying per seat.
What problems is the product solving and how is that benefiting you?
Ease of use for the customer service team. We want them to focus on providing a great customer service experience to anyone who writes to us and not in other things like setting up their filters, copying and pasting templates, sorting tickets, etc.
Zendesk is reliable, helps our team stay organized and in turn, delight our customers.
What do you like best about the product?
Multiple channel support and views keep us organized and prioritizing our days with our customers' best interest at heart
What do you dislike about the product?
We do notice lagging when typing sometimes
What problems is the product solving and how is that benefiting you?
We're able to connect our support data to the rest of our organization in a meaningful way with tags and integration with Jira, for example.
We can also build great rapport and trust with our customers as we can quickly learn about their past interactions which is even richer with internal notes.
We can also build great rapport and trust with our customers as we can quickly learn about their past interactions which is even richer with internal notes.
Depth of functionality
What do you like best about the product?
There are so many things that Zendesk Support can do - we are just barely scratching the surface of it, and love what we've seen so far. Zendesk's support is also very responsive.
What do you dislike about the product?
Rarely, I've run into a wall with a feature that I think should do one thing, but it doesn't or can't. When this has happened, the support team has been responsive to my requests.
What problems is the product solving and how is that benefiting you?
We can more effectively assign, communicate, and solve support issues with Zendesk Support. Most recently, the Knowledge Capture app has been super helpful. We've also begun using Zendesk Support as a task manager, and we're doing so effectively.
Recommendations to others considering the product:
I highly recommend paying extra to have Zendesk help you set up your instance and get direct one-on-one training specific to your company. There are so many ways in which Zendesk Support can be used, and you want to be sure that you're setting things up right for success from the beginning.
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