Zendesk Suite
ZendeskExternal reviews
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Live agency on Zendesk
What do you like best about the product?
Is quite multifunctional and easy to use
What do you dislike about the product?
It needs the username and password for the client every time even being embended
What problems is the product solving and how is that benefiting you?
Custom care issues and refunds. It's important cause it has attachment option and the docs uploading really fast
Recommendations to others considering the product:
To take care of all its functions and think that is wide known and safe
I think it's a quick way to communicate
What do you like best about the product?
Quick way of communication and very simple to work with.
What do you dislike about the product?
Nothing special, the platform is as I expected.
What problems is the product solving and how is that benefiting you?
I received help to deal with some issues related to some sites and thus with the platform it was faster.
Recommendations to others considering the product:
There must be more people for support at any time of the day.
With Zendesk, communicate through any channel
What do you like best about the product?
I like Zendesk, it is a platform that you can integrate all communication channels to maximize customer satisfaction, so they do not have to adapt to a single communication channel, but they have many options and you will make them feel more comfortable.
What do you dislike about the product?
Nothing I dislike about Zendesk, is an excellent tool.
What problems is the product solving and how is that benefiting you?
Thanks to this platform we can interact with customers by phone, chat, email, social networks and any other channel, they meet in one place, this allows communication to be fluid, personal and effective.
Recommendations to others considering the product:
I recommend Zendesk, because they include powerful features and functions to improve the support operations of any business, it can grow and adapt to the needs of companies of any size.
easy to use and navigate
What do you like best about the product?
it allows real time connection and communication with the guests. feedback is legit and we can rectify any issues then
What do you dislike about the product?
i am currently unable to translate and export the data to my email. thus facing difficulties in the analyzation to the figures
What problems is the product solving and how is that benefiting you?
we can speak with guests immediately and we play a part with the booking process. especially in this really challenging times when customers are exposed to loads of opportunities and choices.
Decent platform for managing support tickets
What do you like best about the product?
The ability to triage and manage support requests that come in from our users. It allows us to monitor and respond accordingly.
What do you dislike about the product?
It now looks quite dated and being able to create useful reports is clunky.
What problems is the product solving and how is that benefiting you?
We have users that may need technical support with our tools, so we need a way to allow them to contact us but with the ability to manage their issues.
Recommendations to others considering the product:
Almost a must-have if you have users who need to contact a support desk.
Powerful tool with best analytics
What do you like best about the product?
- Ability to pull out any data that you want
- Automation and Triggers feature that allows us automating CS routines
- Ability to guide the agent's decision making in a wide array of scenarios
- A lot of APIs to use to integrate with our backend system
- Automation and Triggers feature that allows us automating CS routines
- Ability to guide the agent's decision making in a wide array of scenarios
- A lot of APIs to use to integrate with our backend system
What do you dislike about the product?
- Inability to fully customize Contact Form with a contextual information
- No chatbot - just an Answer Bot which doesn't really communicate with our customers
- No integration with other Zendesk products (e.g: Zendesk Chat <> Zendesk Support)
- No out-of-box integrations with other products
- Lack of proximity between Zendesk Team and our internal team (they less likely to travel to our KL site)
- No chatbot - just an Answer Bot which doesn't really communicate with our customers
- No integration with other Zendesk products (e.g: Zendesk Chat <> Zendesk Support)
- No out-of-box integrations with other products
- Lack of proximity between Zendesk Team and our internal team (they less likely to travel to our KL site)
What problems is the product solving and how is that benefiting you?
- Data analytic - root cause analysis, SLA tracking
- CS workflow management
- Automating less complex CS contacts
- CS workflow management
- Automating less complex CS contacts
Easy to use platform with great support service
What do you like best about the product?
Their Guide is easy to use, almost instant to update and support multiple languages.
We had them review how we've set up our Zendesk and they were really helpful in helping our team to deep dive into the areas we can improve in CS.
We had them review how we've set up our Zendesk and they were really helpful in helping our team to deep dive into the areas we can improve in CS.
What do you dislike about the product?
The addon services are charged per seat even though not all agents will be using or will even be involved in those services (e.g. Chat, multi=brand). That has been a key issue for us as our team grew.
What problems is the product solving and how is that benefiting you?
Supporting our customers in a convenient platform
Has worked well as our business scaled
What do you like best about the product?
We started using Support when we had just a CS Team of 1...me basically. Now after 5 years, we still use it with 30 Agents, and the platform has remained solid and intuitive. Changes and upgrades have happened but all quite seamless.
What do you dislike about the product?
The problem is possibly more on our side, but the ability to add plug-ins and different things like Macros became a bit over-whelming at one stage and we needed to simplify. So we did, but a suggestion might be for Zendesk to consider simplifying the options.
What problems is the product solving and how is that benefiting you?
Good quality engagement between customers and our own support. Good information at hand.
So far so good
What do you like best about the product?
Integration with zendesk ticketing system
What do you dislike about the product?
better on-site product support in terms of user experience
What problems is the product solving and how is that benefiting you?
customer conversion
Great Communication Tool
What do you like best about the product?
making calls and emails through the program
What do you dislike about the product?
should be able to link tickets to more attributes in Magento
What problems is the product solving and how is that benefiting you?
currently working on implementing the chat feature of the service
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