Zendesk Suite
ZendeskReviews from AWS customer
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Review of Zendesk Support Suite
What do you like best about the product?
Wide array of APIs for integration and customization - we connect to Zendesk via custom Slack bots, Python scripts and other external / automated solutions.
Strong customer-centric support / advocate team - Zendesk's team is proactive and meets with our team regularly to ensure our success
Combination of WYSIWYG and HTML Knowledge Base article editor - this increased the amount of users publishing articles since our old Support solution required HTML skills.
Strong customer-centric support / advocate team - Zendesk's team is proactive and meets with our team regularly to ensure our success
Combination of WYSIWYG and HTML Knowledge Base article editor - this increased the amount of users publishing articles since our old Support solution required HTML skills.
What do you dislike about the product?
Some basic Help Center metrics aren't available out of the box, such as Community/Guide views by Topic. This seems to be in progress as part of the Knowledge Base early access program, which will likely expand to Community/Guide in the future.
What problems is the product solving and how is that benefiting you?
- Greatly increased Knowledge Base presence
- Strong SEO within Knowledge Base establishes our articles as top external search results
- Establishment of a user forum (Community)
- Decreased inbound support tickets
- Strong SEO within Knowledge Base establishes our articles as top external search results
- Establishment of a user forum (Community)
- Decreased inbound support tickets
Recommendations to others considering the product:
An agile approach to Help Center rollout helps significantly. We rolled out with very few Knowledge Base articles and a very small Community, looked into what users used and didn't use and continued rolling out from there. Since then, we have orders of magnitudes more Knowledge Base articles and significant increases in Community usage.
Highly configurable all in one help pages and support suite!
What do you like best about the product?
I love the ability to leverage the help pages both for customers and agents. Even better I can have separate branded help pages and help pages only agents can see.
What do you dislike about the product?
The metrics are more for a large support center and agent productivity whereas I am really looking to measure the customer experience.
What problems is the product solving and how is that benefiting you?
As a growing company we were looking to for a way to leverage a knowledgebase to be able to bring on agents quickly.
Recommendations to others considering the product:
ZenDesk suite is highly configurable, especially Guide. If you are looking for something other than out of the box pages be prepared to spend the time not just once but as the product is updated.
Zendesk is the premiere customer service center.
What do you like best about the product?
It's just a one stop shop for customer service for my company. We get to have everything we want, and users get to have everything they want. It works well and rarely has any problems.
What do you dislike about the product?
Nothing actually! I think sometimes looking up and adding users can be frustrating, its UX could use some work, but it's not bad.
What problems is the product solving and how is that benefiting you?
Our customer tickets--we get about 200 a day.
Recommendations to others considering the product:
The best system to use for emails, could do better at talking to companies thriving with it.
ZenDesk Support is GREAT!
What do you like best about the product?
Easy to use and navigate around, our users love it.
What do you dislike about the product?
Nothing, all good. Keep improving it and we will continue to use it.
What problems is the product solving and how is that benefiting you?
Our users can find answers to their question just by typing couple of keyword.
Recommendations to others considering the product:
We spent quite a long time in researching and finding the best tool for our Support Team (30 people). Zendesk is the ONE!
Flexible Application Platform for Customer Support
What do you like best about the product?
Zendesk's Support Suite provides significant flexibility to ensure customer support threads are able to be centrally managed with ability to integrate to unlimited internal and external resources/apps. It also provides a great customer-facing platform to provide self-service answers and reduce support case volume and related costs.
What do you dislike about the product?
Like many software solutions, there are limitations so product gaps are expected. Where I'd like to see improvements is with their API platform to provide more granular permissions sets to ensure that security review of third-party applications can proceed without interference. A third-party application may only need to receive statistical information and not have full access to the customer/agent dialogue.
What problems is the product solving and how is that benefiting you?
Single platform for customer support that is secure and auditable. Reduces and removes friction points that make for a more efficient agent and customer experience.
Recommendations to others considering the product:
Zendesk is not an ITSM solution and doesn't bill itself as such though you can fit ITIL concepts into the platform to make it work for your purposes if that's a requirement.
Customer Support & Success Made Easy, Efficient, & Reliable
What do you like best about the product?
Ticket, chat, and phone call management are all made very easy with Zendesk. I can efficiently track customer support agent activity (including my own) and engagement with this tool.
What do you dislike about the product?
The only downside is the Zendesk Chat offline messaging feature. I wish the chat became an active ticket in Zendesk Support rather than an offline chat message that can't be directly responded to.
What problems is the product solving and how is that benefiting you?
We are able to manage tickets and analytics with Zendesk Support, which is very helpful.
Support Made Simple
What do you like best about the product?
Ease of use and quality of chat support.
What do you dislike about the product?
Content architecture (back end) options for organizing guide articles. the Guide itself is fine and the tools to create articles are great. The challenge is the limited flexibility in how to organize articles and display sections on the guide itself.
What problems is the product solving and how is that benefiting you?
Creating support content (real time) for our SAAS platform.
Achieves the 90%
What do you like best about the product?
There are many integrations within ZenDesk and a lot of them work out of the box. Our workflow where we can get notifications on tickets in a slack channel and keep tabs on appropriate tickets works really well. And if you are looking for basic triage functionality of taking in a ticket, assigning an SLA to the ticket and pushing into a L1/L2 queue and L3 for analysis, the product works really well as this is it's core functionality.
What do you dislike about the product?
Some basic features miss the mark. We use Zendesk as a closed system where our customers need to log in to view and submit tickets. 2FA is a feature that is extended to our agents, but not our customers which means we either need to move to a different authentication mechanism to achieve this or ignore the fact that our customer's credentials can be phished and tickets can be submitted as them. Other dislikes I've found is that support can be hit and miss from Zendesk. I understand that sometimes the workload can be quite prohibitive, and I'm sure there are lots of customers asking more questions towards Christmas for integrations, but I've found that sometimes what appears to be a "simple" question can go unreplied from Zendesk Support for weeks, and when you attempt to follow up sometimes the followup is quicker than the initial request.
What problems is the product solving and how is that benefiting you?
Working for a Managed Service Provider, it works well as a basic incident response system. We can track our customer's SLAs and respond accordingly. There appear to be good metics that we can get out of an add-on suite that is called "Explore" which allows us to pull out metrics against the tickets which has been improved greatly since the early days of us signing up, but Zendesk does make it easy for us to hit our marks and service our customers in a timely fashion.
Recommend!
What do you like best about the product?
I like the simpleness and ease of use of the system
What do you dislike about the product?
The email trails being included in each comment
What problems is the product solving and how is that benefiting you?
email allocation
Recommendations to others considering the product:
try it out - you wont be disappointed
CX Success story
What do you like best about the product?
I love the UX for agents as well as the seamless integration between channels, it is easy to train new users and reporting is easy to access and build simple reports. We have seen a huge difference in member experience and it continues to improve.
Additionally it would be great to be able to measure Adherence to Schedule via Zendesk
Additionally it would be great to be able to measure Adherence to Schedule via Zendesk
What do you dislike about the product?
I would like to see more reporting for Guide, and would also like to see more sentiment analysis tools build tin to the platform. I would like more integration with chat bot deeper reporting around conversions. I would like deeper Satisfaction tools eg NPS and sentiment analysis
What problems is the product solving and how is that benefiting you?
We have used as an omni channel CX platform and self service tool for our end users, benefits have included ticket deflection and improved efficiency from agents
Recommendations to others considering the product:
If you need a omni channel platform that provides also provides a seamless CX then I would recommend Zendesk, we have seen significant improvements to our customer journey
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