Zendesk Suite
ZendeskReviews from AWS customer
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Great option for flexibility
What do you like best about the product?
I love the range of flexibility has to offer
What do you dislike about the product?
Probably the main downside for me is that there are not always possible ways to extract data, and sometimes there are product limitations where you don't really expect them
What problems is the product solving and how is that benefiting you?
Support and Guide
Great basic software to communicate with customers
What do you like best about the product?
Zendesk is highly customizable and easy to tailor to your company's needs. The views, triggers, and automations make it easy to control your team's workflow and priorities.
What do you dislike about the product?
Sometimes the "Talk" connection can be spotty. At times it is difficult to hear people, there is a delay, or it cuts out. Also the WhatsApp and chat tools/notifications need improvement.
What problems is the product solving and how is that benefiting you?
Prioritization and organization have been solved by using zendesk it is easy to control what our team works on first.
Advanced Customer engagement tool
What do you like best about the product?
To carry out conversation with my clients and my employees as not at all easy for me due to my hectic routine, hence I really wanted to overcome the communication barrier so that with mutual collaboration we could better work on every import issue that occurs in our various departments. Zendesk is very light application that is easily installed and easy to get started too. This application has eradicated my need of calling meetings and helped me to empower my employees, as we can easily sort any major issue due to its conversations flow feature.
What do you dislike about the product?
Zendesk is a bit costly tool that so it is not widely available for every customer, moreover it still needs some more features, especially while handling the tickets, many of them merge and it becomes complex to handle with time, I think some filtering tools should be inserted in this software.
What problems is the product solving and how is that benefiting you?
I has become very useful tool. I do not have to log in my various channels, but form this platform I am controlling my various channels’ productivity and capable of delivering the reliable customer services.
Recommendations to others considering the product:
It is very suitable for the moderate business especially for B2B type business but you can also get maximum out of it through costumers engagement via this tool. They have good cuisines services and respond in time. So give it a try if you really want to provide professional services to your customers.
User friendly interface - glitchy at times w/ area outages
What do you like best about the product?
Interface is easy to use, buttons well-placed
What do you dislike about the product?
I've had many experiences with regional outages with Zendesk that seemed a bit too frequent and made it an iffy situation when dealing with coverage. This can lead to massive issues if the platform goes down during peak commercial hours.
What problems is the product solving and how is that benefiting you?
Customer tickets, scheduling of projects, client facing issues and needs, communication between teams.
Recommendations to others considering the product:
Make sure that this is really formulated to fit your organization and your organization's needs. Have back up in case you experience regional outages - ensure that you can still access that information you have to access through the platform. Ensure you have alternative ways to communicate in case of outages.
Support suite to have conversation with customers on any platform.
What do you like best about the product?
Zendesk makes it simple to contact customers and catch up with them. The UI is easy to understand, perfect and straightforward it gives incredible devices to augment profitability by surveying unmistakably what undertakings should be organized. Measurements like the administration level, the appraisals, and the quantity of actioned tickets additionally permit to continually improve and expand our presentation. Zendesk has a completely modify capable interface that is anything but difficult to become acclimated to. Highlight of Zendesk is the capacity consolidate and direct tickets with different organizations utilizing Zendesk. The back end the executive’s framework is incredibly easy to understand and takes practically zero past preparing to sort out. Zendesk offers significant level of customization as help group scales and serves various nations and socioeconomics, and steady advancement of added apparatuses to improve the client experience, for example, Guide, Gather, dynamic content, languages etc.
What do you dislike about the product?
The interface has gotten less instinctive over the long run and administrator the executives. Restricted reconciliations; while Zendesk's legitimate usefulness is significant, the impediments on coordinating whatever else can be restricting in usefulness. Absence of a comprehensive rundown of languages to help. For the front end client there is an absence of perceivability and straightforwardness to what status their ticket is in until the assigned back end client reacts. Using the "@" symbol to address another colleague or attempt to stand out enough to be noticed doesn't work at times. It doesn't empower to alter answer whenever it is conveyed. Format framework is extremely restricted, needed to set up custom Programming interface etc. for menus.
What problems is the product solving and how is that benefiting you?
Zendesk is sufficient of an industry-pioneer that it's anything but difficult to track down data about how to utilize it. The ticket tracking/management tools are genuinely far reaching Zendesk uphold suite offers an across the board, from visit, telephone, and email across the board place. Zendesk is an ideal customer administration arrangement that keeps everything in once place. The Zendesk stage takes into account to answer customer administration tickets straightforwardly inside the stage, see the status of the ticket, and send criticism reviews automatically. The interior notes include helps remain coordinated and it effectively interfaces with Salesforce.
Made our HR email so much better
What do you like best about the product?
The ability to have a shared inbox, and the ability to see who is working on what. During remote work, this was imperative, not being in the same room as my coworkers.
What do you dislike about the product?
I cannot see who is copied on Zendesk tickets when they come into my Outlook email.
What problems is the product solving and how is that benefiting you?
We don’t always have the ability to communicate who is working on what. We can easily see who is looking at what emails and can also assign them to each other based on the subject
Fantastic, adaptable & a pleasure to work with
What do you like best about the product?
The customer service we've received by our account managers has been fantastic - really hands on and willing to help us in the way we want. The dashboard is really easy to understand and the way the system works actually really intuitive once you understand the terminology.
What do you dislike about the product?
Not being able to add in messages early in a dialogue once the dialogue is created and ability to monitor "false positives" where the bot hasn't quite understood so that we can improve.
What problems is the product solving and how is that benefiting you?
Serving customers out of hours and abroad, particularly questions where the answer is always the same or the information is readily available.
Impressed from the start and throughout
What do you like best about the product?
The level of contact we have had from their team has been amazing - they have been fully involved in training us on how best to optimise our bot, as well as working along side us to constantly make improvements to its effectiveness.
What do you dislike about the product?
Our company have a huge volume of different and unique requests which means that we benefit from offering the multiple choice buttons for customers to press, rather than free text, but sadly there is a character limit of 20.
What problems is the product solving and how is that benefiting you?
Our largest enquiry has since halved in agent escalation, this has had a massive positive impact on our ticket volumes!
Great fun to work with the team at Ultimate AI
What do you like best about the product?
The product is great, but the best bit is genuinely the ease of working with the team. Nothing is too much trouble. It's been a joy.
What do you dislike about the product?
I think if Ultimate.ai, as is the case with most companies, could make the process of managing their service friendly to people of all skill levels that would help. I'd love to give the team more responsibility in updating and developing the bot but they would be a little daunted by look and feel of the back office system - but that's not a criticism of Ultimate.ai, just an observation of where I think tech solutions are at currently.
In fairness to Ultimate.ai, their back office is the simplest and most intuitive i've used in a long time!
In fairness to Ultimate.ai, their back office is the simplest and most intuitive i've used in a long time!
What problems is the product solving and how is that benefiting you?
Contact Volumes and unnecessary time and effort being spent by our customers.
Recommendations to others considering the product:
I chose Ultimate.ai due to it's language capabilities and ease of dealing with them. Other bot companies talked at me, trying to tell me what I needed rather than asking me what I wanted. I found the whole process with Ultimate.ai really easy.
A great team & service support experience!
What do you like best about the product?
The platform is continually improving, and the Ultimate Team is receptive and reactive to feedback and issues.
What do you dislike about the product?
It would be helpful if the typing window is larger in the dialogue building, as it currently is it is difficult to type/edit in that window.
What problems is the product solving and how is that benefiting you?
We have used the product to create a chatbot to assist with our online customer service and have so far had a very positive rate of deflection. This has been incredibly important during covid given the volume of requests we were receiving during the summer months,
Recommendations to others considering the product:
They have a great service and team. Still have improvements to be made with some features, but the team is friendly, open to suggestions, and available.
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