Zendesk Suite
ZendeskExternal reviews
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Zendesk Support Suite - omnichanell
What do you like best about the product?
All communication with the client and internal communication regarding a given case is available in one common place.
We are able to quickly check all relevant customer data in one place.
Open api - gives you the opportunity to create your own integrations
over 1000+ ready integrations with other systems
We are able to quickly check all relevant customer data in one place.
Open api - gives you the opportunity to create your own integrations
over 1000+ ready integrations with other systems
What do you dislike about the product?
It is not possible to create documents directly in the Zendesk system - it is possible only with the use of an additional applicati
What problems is the product solving and how is that benefiting you?
Ongoing customer service, after-sales, accounting and complaints.
Support is available through all available channels.
Benefits:
-no need to switch between communication channels
- you do not need to switch between programs if I want to read the customer's story with our company
- reduced FRT
- every access to the full history of contact with the client
- extensive reporting that gives you almost endless possibilities
- seamless integration with our internal solutions
Support is available through all available channels.
Benefits:
-no need to switch between communication channels
- you do not need to switch between programs if I want to read the customer's story with our company
- reduced FRT
- every access to the full history of contact with the client
- extensive reporting that gives you almost endless possibilities
- seamless integration with our internal solutions
My experience with Zendesk has been a pleasant one, but there are some things that could be improved
What do you like best about the product?
Zendesk's flexibility and range of different solutions and the fact that we can trust it wouldn't crash/block if we 'overuse' it.
What do you dislike about the product?
Getting in touch with the support team..
What problems is the product solving and how is that benefiting you?
We are keeping everything in one place and we don't have to worry about multiple tabs being open at the same time.
Great tool for customer facing, not fully ITIL
What do you like best about the product?
The ease of use, the easy interface, the easy on boarding of users, and the vast amount of reporting features to name a few.
What do you dislike about the product?
Not fully ITIL, does not have essential ITIL tools.
What problems is the product solving and how is that benefiting you?
Great customer facing tool.
Poorly implemented, bad support, inconsistent, promises far more than is made available
What do you like best about the product?
UI from an agent's perspective is clean and easy to use.
What do you dislike about the product?
There are a few quality of life improvements that have been mentioned many times in the community - Zendesk would do well to action these.
What problems is the product solving and how is that benefiting you?
We are integrating all brands across our group into one Zendesk instance as we streamline our customer support approach.
Zendesk Review
What do you like best about the product?
Excellent customer support and responsiveness
What do you dislike about the product?
Too many options in explore, difficult to grasp
What problems is the product solving and how is that benefiting you?
Triggers and automations.
Excellent all-rounded for customer support
What do you like best about the product?
The number of features available for collaboration and customer service. Improved efficiency, productivty and quality with tools such as macros, triggers and automations. Automatic collection of CSAT. Answerbot and live chat.
What do you dislike about the product?
Sometimes support can be a bit slower to access, and there seems to be regular bugs/downtime on certain parts of the product. Some of the product can be a bit 'rigid' rather than customisable.
What problems is the product solving and how is that benefiting you?
Email and live chat customer support, help centre articles and analytics.
Even better than expected!
What do you like best about the product?
The guided onboarding and ongoing, quick support after the official training appointments via Slack.
What do you dislike about the product?
Some functions are not yet fully developed and therefore take more time to build dialogs, e.g. you can't put different buttons on one level.
Furthermore, some error messages are only visible in the live chat and not directly in the tool, which is why you don't notice them directly.
Furthermore, some error messages are only visible in the live chat and not directly in the tool, which is why you don't notice them directly.
What problems is the product solving and how is that benefiting you?
The chatbot performed very well for us right from the start. After a short time, it was already able to cover more than 50% of the requests.
Zendesk Support
What do you like best about the product?
The integration of various social media platforms eased our agents' load on having to check through different tabs/platforms for customer inquiries.
What do you dislike about the product?
I often had to search for my own answers because the articles on Zendesk are inaccurate/updated. Some of the agents informed incorrect information too. Many restrictions just because we are on a lower plan. E.g.: just to set operating hours requires us to upgrade our plans.
What problems is the product solving and how is that benefiting you?
Exporting reports. Generating automated response to tickets created by requester past company's operating hours. Needing to fix Zendesk Benchmark, but I was told to upgrade my current subscribed plan, again.
Great, quick service!
What do you like best about the product?
How easy it was to communicate my problem
What do you dislike about the product?
There are too many steps to take when resolving an issue.
What problems is the product solving and how is that benefiting you?
I figured out why an employee was not receiving calls.
Recommendations to others considering the product:
Less in-depth questions.
Quick and Precise
What do you like best about the product?
I love how everything is in one place, shortcuts are easy to add, and finding older tickets is a breeze.
What do you dislike about the product?
I haven't found anything that I dislike just yet. I hope I don't.
What problems is the product solving and how is that benefiting you?
The problems that are solved are endless. It's easy to keep in contact with partners and customers alike.
Recommendations to others considering the product:
It's a seamless program for customer service positions. I recommend it to all companies in customer service.
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