Zendesk Suite
ZendeskReviews from AWS customer
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Fantastic help desk solution, a bit pricey though.
What do you like best about the product?
Software is well designed and works great. User experience is smooth and simple, makes it easier for me to get my users to adopt it and build habits around it.
What do you dislike about the product?
It is very expensive in my opinion. When I started using Zendesk they included a lot of useful tools like the Guide, but now they price everything separately and try to squeeze more money out of you.
What problems is the product solving and how is that benefiting you?
Zendesk really helped manage our IT support desk, streamlining the process and making it easy for the end user to get help quickly and efficiently. It has saved me a lot of time and money with its state of the art ticketing system.
Zendesk the optimized tool for the call centers.
What do you like best about the product?
It is easy to navigate through the system and the tools are well explained.
What do you dislike about the product?
What I dislike about this app is that the interface seem to be old fashioned. It may need some update.
What problems is the product solving and how is that benefiting you?
NA
Zendesk review
What do you like best about the product?
Personally I've worked with Zendesk for quite sometime when I was a social media executive at my company. Used to resolve customers issues promptly, thanks to Zendesk platform. Customers' messages and posts were resolved as tickets thus, monitoring my daily performance. I set my SLA and this improved customer satisfaction since their issues were worked on promptly.
What do you dislike about the product?
Some tickets were missing in the platform. Not capturing all the tickets from some of the social media platforms, thus you have to respond via the page directly.
Their customer care takes time to respond to client's issues. There is a time I had an issue with my Zendesk account and I had to write them an email concerning my account. The email got a response 2 days later.
Their customer care takes time to respond to client's issues. There is a time I had an issue with my Zendesk account and I had to write them an email concerning my account. The email got a response 2 days later.
What problems is the product solving and how is that benefiting you?
Resolving and responding to customers' queries and emails via Zendesk. Zendesk made communication easier.
Recommendations to others considering the product:
It's a good platform for customer service and social media management since you can set your preferred SLA.
Mother of Customer Service Softwares
What do you like best about the product?
-You can handle multiple channels in on place (email, text, calls, chat)
-For enterprise accounts, you can get very creative with the insights (soon explore) reporting tool.
-You can integrate CRM and other apps to boost productivity
- Time tracking apps are also available
-For enterprise accounts, you can get very creative with the insights (soon explore) reporting tool.
-You can integrate CRM and other apps to boost productivity
- Time tracking apps are also available
What do you dislike about the product?
Sometimes it can lag or have bugs with ticket routing but this does not happen very open.
Easy to select the wrong option when saving a ticket.
Easy to select the wrong option when saving a ticket.
What problems is the product solving and how is that benefiting you?
Centralized Customer Services operations
Boast our UX experience with our users
Improved our productivity and answer times to end-user through ZD and integrated tools
Provide a smoother CS experience for our users.
Boast our UX experience with our users
Improved our productivity and answer times to end-user through ZD and integrated tools
Provide a smoother CS experience for our users.
Recommendations to others considering the product:
Evaluate your companies need in all areas; reporting, support, support channels, macros and tagging system before you implement zendesk.
Zendesk is an amazing tool when you pivot the right direction.
Zendesk is an amazing tool when you pivot the right direction.
Zendesk the advance customer support tool
What do you like best about the product?
Zendesk is a very simple and state of art technology tool that offers me various features to get connected with my customers and to build strong relations with them. This application is time saving and offers good team collaboration. Now I can handle huge audience in an effective way as I prefer to answer each of their query. This software has affected our wok speed and added to my business value as well.
What do you dislike about the product?
To track back any particular customer’s experience is quite difficult as I need to know the history sometimes for generating the detail report. Further when I compare it with other similar software I feel a room for improvement some clip board feature should be introduced.
What problems is the product solving and how is that benefiting you?
My clients matter the most and Zendesk also follows the same note thus provide the personalized support to my every customer. The work flow management was not that easy as it is now with Zendesk. Its appealing interface and ticketing system has helped us to unleash the real power of the data handling. Now I am in a better position to tackle various queries according to the priority.
Recommendations to others considering the product:
This is a very effective tool for managing your various social platforms. Zendesk will help you to boost up your sales and marketing strategies because it will equip you with the idea of what your customers exactly need.
Love ZenDesk!
What do you like best about the product?
Easy UI, easily accessible to the rest of the organization, ability to create great FAQ pages that are manageable to edit and navigate, tagging features.
What do you dislike about the product?
not having all ticketing systems in an organization in ZenDesk and having to toggle between the two.
What problems is the product solving and how is that benefiting you?
Resolving customer support tickets is the primary use case that ZenDesk excels at as well as creating a comprehensive FAQ page.
Zendesk Help Support is extremely slow and unknowledgeable.
What do you like best about the product?
Extremely thorough system with some incredible functionality
What do you dislike about the product?
The set up / administration is a beast, and often you will need to contact support for help. I've contacted them a couple times with minor questions, but responses take forever. We sent in a question on Dec 4, reach out twice after that and didn't get a response until Dec 16. It is now Jan 12 and the question is still unresolved because each time u send a message it can take 3-5 days to get a sentence response. We wanted to launch jan 18, so we figured reaching out about the issue on Dec 4, would give us enough time...guess not.
This isn't the only case where the slow response time has become frustrating. If you need to administer or set something up, expect that you will need lots of time to get answers from support. Planning and sticking to an original timeline will surely be impossible if you need to talk to support.
This isn't the only case where the slow response time has become frustrating. If you need to administer or set something up, expect that you will need lots of time to get answers from support. Planning and sticking to an original timeline will surely be impossible if you need to talk to support.
What problems is the product solving and how is that benefiting you?
We are switching off of intercom to a new, more complex, and more robust ticketing system. We are seeing much greater reporting functionality.
Very little support- no feature innovation or bug fixes
What do you like best about the product?
I like that it has a lot of settings we can configure and also that it has text/calling integrated- most zendesk comps tell you to just use a different software.
What do you dislike about the product?
It usually takes their support over a month to answer tickets which is insane. Our latest support ticket was answered 2.5 months after we submitted it.
They don't fix bugs or make new features often. We have a few persistent bugs we have reported that are experience breaking. We reported them over a year ago and nothing has been done nor have we been given any sort of timeline.
You are locked in to annual contracts for seats so if need goes down you'll still have to pay.
They don't fix bugs or make new features often. We have a few persistent bugs we have reported that are experience breaking. We reported them over a year ago and nothing has been done nor have we been given any sort of timeline.
You are locked in to annual contracts for seats so if need goes down you'll still have to pay.
What problems is the product solving and how is that benefiting you?
Support- it has been good to centralize support for a few different areas of the business.
Easy to set up
What do you like best about the product?
Zendesk is a very easy going tool.
You can set it up very fast and this could be really critical for a fast-growing company.
Also, there are a lot of resources where you can read tips and tricks. The community is big, and very likely you will find the answer you are looking for
You can set it up very fast and this could be really critical for a fast-growing company.
Also, there are a lot of resources where you can read tips and tricks. The community is big, and very likely you will find the answer you are looking for
What do you dislike about the product?
Even if the tool is not expensive, it can get out of control if your company grows very fast.
You will easily need to increase the package to cover all the needs.
Also, even if I recommend using Zendesk talk (to have it all in one), the phone cost could be really high for some region.
Integrations with social media are not the best
Chat bot is not good enought
You will easily need to increase the package to cover all the needs.
Also, even if I recommend using Zendesk talk (to have it all in one), the phone cost could be really high for some region.
Integrations with social media are not the best
Chat bot is not good enought
What problems is the product solving and how is that benefiting you?
- Provide customer service via different channels: phone, email, chat, social media
- Measure data: most common issues, tickets, etc
Benefits:
All in one platform for all the channels.
If you know what you want to measure you can easily set it up and start getting data.
- Measure data: most common issues, tickets, etc
Benefits:
All in one platform for all the channels.
If you know what you want to measure you can easily set it up and start getting data.
ZenDesk is versatile to changing needs.
What do you like best about the product?
Zendesk allows for seamless interaction and allows ease of knowledge sharing! We are able to communicate with a number of clients and patrons easily and efficiently.
What do you dislike about the product?
I would like to know what changes are being worked on that will be available and pushed out as optional services from the platform.
What problems is the product solving and how is that benefiting you?
Communication, data management, customer satisfaction, IT needs and management.
Recommendations to others considering the product:
Take the time to understand completely how to set up each product and understand how each product works. with another. Have staff that can be dedicated and focused on the suite at startup.
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