Zendesk Suite
ZendeskReviews from AWS customer
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Zendesk is easy to use, customize, and the Zendesk team is amazing!
What do you like best about the product?
I like the ability to customize or do just about anything with the combination of triggers and automations. Zendesk Support Suit has significantly reduced our tech stack and enabled us to become more efficient and save oodles of money for our organization! Also, the support, and customer success staff are stellar. Our request are always addressed in a very timely manner and its clear everyone at Zendesk is passionate about what they do and are well versed in the ways of the Zendesk. Our newest Customer Success team including Chelsea, Hillary, and Kale are great. Chelsea is willing to jump on a call and drives the conversation in a way that enables her to better understand our needs as a desk /customer so that we can partner in designing and implementing Zendesk in a way that ensures we are successful. Personally, I also really appreciate Zendesk's awareness of events happening in the world around and demonstrate decency in their decision-making as a company. For example, the multitude of webinars in place of Zendesk Relate which was canceled due to Covid19 were amazing (even though we went to Miami anyway :D ). We met Sarah Reed in Miami. It was clear that Sarah worked tirelessly to setup the Zendesk Relate conference which Zendesk made a difficult but responsible decision to canceled at the I'm sure great expense to the company. All this to ensure that customers and their staff were safe in the onslaught of Covid19. Sarah in spite of these unfortunate circumstances was still an extremely positive/kind figure to those of us who showed up in Miami anyway and demonstrating the resilience and commitment to the customer centric organization that is Zendesk. I've also attended Zendesk's CX & Pride event. All this to say that its clear that Zendesk cares about people as well as being a successful business and that's truly amazing. I would recommend Zendesk to any organization.
What do you dislike about the product?
The new agent workspace needs some work. We would love to enable this for our team but the spacing on chats specifically makes it very challenging to look at a ticket. If there was an option to expand / collapse chat threads that would be great. We would love to use a round robin style ticket assignment automation tool native to zendesk.
What problems is the product solving and how is that benefiting you?
We've found loads of efficiency with Zendesk talk, answerbot and ability to make dynamic changes to our Zendesk architecture without code changes which enables us to pivot quickly depending on the needs of the desk.
Seamless integration and variety of tools help you take the customer experience to the next level.
What do you like best about the product?
The UI is user-friendly, clean and simple. Besides that, these are 2 critical features Zendesk offers: high-level of customization as your support team scales and serves different countries and demographics, and constant innovation of added tools to improve the customer experience, such as Guide, Gather, dynamic content, languages etc.
What do you dislike about the product?
Lack of an inclusive list of languages to support. Currently, our zendesk supports 26 languages, but Zendesk needs to increase these to include many more languages. The reason being that for languages that Zendesk doesn't support, there is a fair amount of inefficiency and tedious work that goes into setting up macros that can't be supported in the dynamic content options as a result of Zendesk not supporting them.
Also, there isn't a function to efficiently and quickly export all macros and tags for review and organization.
For Zendesk Guide, there needs be an easy and clean way to export the help center articles. We only find workarounds, apps developed by others or community articles, but Zendesk should build its own system. The UI and customization should be improved.
Also, there isn't a function to efficiently and quickly export all macros and tags for review and organization.
For Zendesk Guide, there needs be an easy and clean way to export the help center articles. We only find workarounds, apps developed by others or community articles, but Zendesk should build its own system. The UI and customization should be improved.
What problems is the product solving and how is that benefiting you?
1) Serving our global and diverse community of users in multiple languages
2) Analyzing our support with Zendesk Explore
3) Being able to add and support over 900 macros
3) Ability to integrate a seamless support experience into our app as well as a Help Center you can deeplink in support tickets
2) Analyzing our support with Zendesk Explore
3) Being able to add and support over 900 macros
3) Ability to integrate a seamless support experience into our app as well as a Help Center you can deeplink in support tickets
Powerful Chat Tool For Web
What do you like best about the product?
Power and automation for administrators.
What do you dislike about the product?
Setup can take some time to get everything tweaked to your liking.
What problems is the product solving and how is that benefiting you?
Creates a straightforward dashboard for support to connect with users.
Zendesk
What do you like best about the product?
I personally like the on-the-fly changes that we can make for our Customers.
What do you dislike about the product?
Explore can be a little frustrating at times as there are some events that we feel are important but, not easily reported on or at all.
What problems is the product solving and how is that benefiting you?
Automations and handling large ticket volumes. Being able to look at specific attributes/characteristics of a ticket and action on them is extremely helpful.
Reasonable program with potential capacity
What do you like best about the product?
Combines threads and queues pretty easily. Tags are helpful.
What do you dislike about the product?
Limited ways to include multiple business disclaimers for different types of messages. Each ticket opens different windows of threads instead of streamlining all communications for a customer within a view
What problems is the product solving and how is that benefiting you?
Messaging customers
Keeping things organized in one place
Keeping things organized in one place
The best option for the support of your web applications.
What do you like best about the product?
Zendesk is a tool that allows an amazing extensibility of many other areas of a business, when we refer to a company in general in its sales, since it agrees to create objectives to accept responses activated in various data formats, for customizations, being quite useful at the same time, since it adapts to any environment, which is one of the basic functions that this software contains that I like the most, without excluding that it is very easy to manage previous requests to the system of a particular company.
What do you dislike about the product?
Among negative aspects regarding the software, we can mention that it needs a more fluid transition, between the administrator view, that is, from the point of view of the account of a high-grade operator in the system, including the sending of a ticket It is somewhat deficient, which can be a problem if you do not know how to handle this kind of errors with certainty and experience, highlighting that it should have a way of having equality between users and digital managers.
What problems is the product solving and how is that benefiting you?
We use Zendesk, in most of the different fields in our organization, in these including the use of the incoming technical support, service in the accounts and requests from our contact page to communicate with the users, which one of the departments of customer service, specializes in this branch, and therefore uses this software, since it provides all the necessary tools to establish a prudent work, according to the priority issue to these individuals, underlining that in the same way we use this system as entry point for tasks and projects.
Recommendations to others considering the product:
Zendesk is ideal for managing requests and tasks with different internal tools, including that it has integrated a great support functionality for different sectors that need help, whether they are with the system or for the customer service branch, which is very useful and the option most frequently used, underlining that it is incredible for the administration and help with the tickets that are sent, with relevance to the products you have and the correct processes to follow to solve your needs.
Decent Support Tool, but still needs some innovation
What do you like best about the product?
User Friendly
Good for basic client management
Has the foundation for a company that is servicing mostly phone really well
Good for basic client management
Has the foundation for a company that is servicing mostly phone really well
What do you dislike about the product?
Ticketing system is difficult for actual productivity monitoring for a real call center
Due to the ticket statuses, difficult to see actually daily productivity versus total quantity
If you use for email support, will be very difficult to actually monitor actual productivity- only shows overall business quantity totals. Difficult to make CPH metrics for agents
Chat is weak tool--not a lot of investment there
Due to the ticket statuses, difficult to see actually daily productivity versus total quantity
If you use for email support, will be very difficult to actually monitor actual productivity- only shows overall business quantity totals. Difficult to make CPH metrics for agents
Chat is weak tool--not a lot of investment there
What problems is the product solving and how is that benefiting you?
Customer interactions through multichannels, but it's too simple for truly complex customer innovation.
Seems more fit for dealing with a one product business that works with client relationship versus customer service.
Seems more fit for dealing with a one product business that works with client relationship versus customer service.
Ready for efficient and effective communication?
What do you like best about the product?
the interface is simple and easy to use.
What do you dislike about the product?
Sometimes you can lose formatting from incoming emails.
What problems is the product solving and how is that benefiting you?
I use Zendesk Support Suite for several things from assisting clients with their product to product education. I love how simple it is to organize tickets from each client. There are options to create auto responses and prewritten emails. This makes time management even easier for my team and I.
Recommendations to others considering the product:
Don't wait! Make the switch and be sure to integrate your service with all of the options!
Easy to deploy and configure. NLP works even with minor (rare) languages.
What do you like best about the product?
Responsive and professional customer success team. Industry knowhow. Robust technology.
What do you dislike about the product?
Integration with other "competing and/or complementing" platforms.
What problems is the product solving and how is that benefiting you?
Customer service chatbot.
Recommendations to others considering the product:
Strong buy
Great partner
What do you like best about the product?
The combination of the suggestion engine and automation allows us to leverage the experience of our agents to improve the bot in each interaction. The true value however lies the partnership with Ultimate who helped us implement and deploy a bot within 8 weeks. I'm truly excited to see where this will take us.
What do you dislike about the product?
There's not much to dislike. As these solutions go, we are still in early days and there are opportunities to improve but we are quite happy.
What problems is the product solving and how is that benefiting you?
Ultimate.ai handles a lot of common requests, leaving our agents available to help customers with more complex matters. We have seen a substantial drop in calls pertaining to specific topics and are quite satisfied with the results so far.
Recommendations to others considering the product:
Talk to existing customers
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