Zendesk Suite
ZendeskExternal reviews
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Scalable Solution in a Box, Superb Agent Experience
What do you like best about the product?
Scalable solution - we used Zendesk from when our inbox was too much to keep up with and it supported SalesLoft's Support team until around $90m ARR. Really easy KCS and answerbot/ticket reduction systems in place that are worth every dollar. Zendesk tickets also puts a lot of thought into the agent experience and what can be done to help agents have a better day - play button, tickets auto updating while you are actively editing them, keyboard shortcuts, personal/group macros, etc. In ServiceCloud you have to plan all of this out yourself, while in Zendesk it's an out of the box approach. The knowledge/help center site is easy to implement and use for ticket portals, implement SSO with your application authentication and make it easy for agents to search using the knowledge app.
What do you dislike about the product?
Salesforce integration can have limitations and is hard to mirror SFDC depending on how your Salesforce is set-up. Knowledgebase and user forum are pretty standard experiences. Hard to customize if it's not included in the box.
SLAs are either either on or off. It's not possible to have target goals where you aren't in a customer/contract SLA breach but you are not hitting an internal service goal. Would love to have that.
Search in the knowledge base help center can be challenging at times. We actually implemented a 3rd party search tool to get better search results.
SLAs are either either on or off. It's not possible to have target goals where you aren't in a customer/contract SLA breach but you are not hitting an internal service goal. Would love to have that.
Search in the knowledge base help center can be challenging at times. We actually implemented a 3rd party search tool to get better search results.
What problems is the product solving and how is that benefiting you?
Support at scale. We currently do around 4k tickets per month without much extra modifications to Zendesk.
Recommendations to others considering the product:
I would get all customer facing teams on the same system and try to prevent a disjointed post-sales support operation.
Zendesk is so clean and user-friendly
What do you like best about the product?
How clean and intuitive it all is for managers and agents, alike
What do you dislike about the product?
Sometimes it's not clear what comes with which plan. I've had to ask a few different times what ours includes - granted, it's a legacy plan that isn't publicly available.
What problems is the product solving and how is that benefiting you?
The biggest problem we've solved is traffic forecasting and directing - with triggers, views, and automations, it's so easy to direct the right staff to the right problems. Reporting in Explore is also so helpful when it comes to forecasting and staffing accordingly.
Zendesk - Get all the bells and whistles
What do you like best about the product?
Zendesk is incredibly open-ended--pretty much any process/flow imaginable can be created. Zendesk APIs are really well documented.
What do you dislike about the product?
New ZD features aren't to be trusted until 6+ months after release.
What problems is the product solving and how is that benefiting you?
ZD makes it easy to promote self-help and decrease ticket volume.
Recommendations to others considering the product:
Zendesk is the cream of the crop for ticketing systems. Salesforce is really the only other platform that offers such a feature-rich product, but it's much more complicated to setup and administer. Unless you have a team of engineers and Salesforce developers dedicated to it, go with Zendesk and you'll never look back.
Everything in one place!
What do you like best about the product?
I like that we are able to access everything in the Suite...Talk, Chat, Support, Guide and Explore.
What do you dislike about the product?
Creating Explore queries can be a bit of a challenge, and getting all of the data OUT of explore and into a spreadsheet (where we need it for our reporting to Leadership) is a super manual process.
What problems is the product solving and how is that benefiting you?
The team is able to switch back and forth chatting and handling tickets, because everything is all in the agent workspace.
Zendesk is my choice for consistently great customer experiences
What do you like best about the product?
A customer and user for almost 10 years, Zendesk continues to evolve around making it easier for agents to provide a superior customer experience. Adding channels of contact, but keeping the customer facing processes easy to use has been not only great, but the rule. And the training and networking opportunities have been so incredibly valuable personally and professionally. I found my empathy again through the trainings atRelate and the other workshops and product reveals. I have been shown other products, but Zendesk has no rival when it comes to the simplicity of the conversation- just a few clicks at a great price.
What do you dislike about the product?
Can't say I dislike anything. It's been such a great experience.
What problems is the product solving and how is that benefiting you?
My team, small though it is, has many ways to communicate with customers and our diverse, distributed teams.
Recommendations to others considering the product:
It's the best for communicating with customers.
Amazing
What do you like best about the product?
During this difficult time of the Pandemic, Zendesk Support Suite has been amazing! I've had the opportunity to learn so much from webinars that were offered. I have been able to search, read, and learn so much. I feel like I have a whole built in community where I can go for support and learning.
What do you dislike about the product?
Nothing - honestly this is one of the most helpful & easy to use programs every.
What problems is the product solving and how is that benefiting you?
For myself, I'm fairly new to Zendesk, and I have been able to use Zendesk Support Suite to learn so much. I have been able to really learn what all I can do in Zendesk to make my team more efficient. I didn't realize how helpful it would be.
Recommendations to others considering the product:
Do it! You definitely will not regret using Zendesk!
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!
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