Zendesk Suite
ZendeskReviews from AWS customer
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Great utility for enhancing the chat experience
What do you like best about the product?
Good support and helpful advice from professionals
What do you dislike about the product?
Managing the data over time can be complicated, as changes have to be made manually one by one
What problems is the product solving and how is that benefiting you?
Chat response times and multitasking during chats
Very easy to use
What do you like best about the product?
Very easy to manage also for people without any experience with these tools.
We got quick support from the very beginning, mid 2018, until now.
We got quick support from the very beginning, mid 2018, until now.
What do you dislike about the product?
Could be great to get a better view of bots performance in analytics functionalities.
What problems is the product solving and how is that benefiting you?
With Ultimare support we are able to manage a higher amount of contacts than we did before and have the agents focusing only on more complicated issues.
Very good customer service with a user friendly chatbot
What do you like best about the product?
The AI is doing a great job! It is really nice also to build the bot when the customer service contact is an active professional.
What do you dislike about the product?
Some small things with saving the work if used in two screens were a little suprising at first but not really issues.
What problems is the product solving and how is that benefiting you?
We are piloting the product in day to day FAQ area.
My experience with Zendesk
What do you like best about the product?
Zendesk makes it easy to contact customers and follow up with them. It provides great tools to maximize productivity by assessing clearly what tasks need to be prioritized. Metrics like the service level, the ratings, and the number of actioned tickets also allow us to constantly improve and maximize our performance.
What do you dislike about the product?
Unfortunately, the rating system can be a bit difficult to navigate. If a customer were to give a bad rating to a ticket and eventually change their rating to a good one, the metrics and the statistics of the agent will not properly show this change.
What problems is the product solving and how is that benefiting you?
We are able to assist customers faster and prioritize their requests easily. We can ensure good, constant communication with them until the issue is effectively resolved. It allows us to take the pulse of our customers and see how satisfied they are with our policies and processes as well.
Recommendations to others considering the product:
Zendesk is a great way to manage customer service requests in an effective and timely manner. It also allows you to keep track of your performance and workload.
Decent platform, Terrible service and nobody cares about you as a customer at all.
What do you like best about the product?
Tool itself is pretty solid. Covers email support capabilities and allows the automation we need. A bit over-complicated and tough to maintain but still does the job.
What do you dislike about the product?
The only thing that vendor cares about is that you pay $ on time. Support is one of the worst I've ever seen anywhere. Weeks with no response to an issue raised. No ability to talk to anyone from Customer Success (do they even exist on Zendesk side??). Sales Rep assigned to us ignores any issues and doesn't respond to any concerns at all! No ability to escalate, asked to talk to someone - nobody cares.
Have to move to a competitor after year 1.
To Management at Zendesk - you got to really do something with the attitude. It's just not OK to handle your customers this way. Paying money to be completely ignored is not a nice experience.
Have to move to a competitor after year 1.
To Management at Zendesk - you got to really do something with the attitude. It's just not OK to handle your customers this way. Paying money to be completely ignored is not a nice experience.
What problems is the product solving and how is that benefiting you?
Email support.
Recommendations to others considering the product:
Avoid at all costs unless you are a huge company with thousands of users on it.
They will simply ignore you if your support team is smaller than that.
They will simply ignore you if your support team is smaller than that.
Chatbot solution that is flexible and scalable for business needs
What do you like best about the product?
I have been able to start journey with Ultimate. ai chatbots in 2017 and therefore I have not only seen the power of dialogue based chatbots in use but also the flexibility that to solution provides for organizations. During these three years the technolgy has been implemented with various of different setups, configurations and integrations in our system environment. The easiness of teaching the bot and to see the actual results of it is amazing. Co-operation and commitment from Ultimate.ai side has been great and they truly explain benefits and help organization right from the beginning chatbot journey.
What do you dislike about the product?
There has not been downsides in our co-operation. The reporting side could be enhanced so we could add some key information from our CRM to reporting side of Ultimate. Also it would be nice that bot would gather customer satisfaction as built in solution also in customers chat visitors.
What problems is the product solving and how is that benefiting you?
We have been able to provide our customers during and after our normal customer service opening hours support and help. Our key has also been the help our customer service of handling the repetitive questions by using chatbots. There is also benefits that are still waiting for us to take in fully use for example the bots with different languages and the augment solution to help our agents during chat conversations by giving answer suggestion to customers questions.
Great chatbot, even greater support!
What do you like best about the product?
Customer Support is really great! Quick replies, meetings scheduled whenever was best for myself and also taking a way a lot of the workload from me.
Onboarding in particular, is done really well. They take all the time you need, are really flexible and explain it every thoroughly.
The UX from the back-end is also great to work with. Really smooth environment and easy on the eye. Also explaining this to people new to the system is very quick.
Ultimate.ai also offers a lot in terms of integration, they really try to make integrations with all your relevant internal systems to make the bot smarter and give it more knowledge.
Onboarding in particular, is done really well. They take all the time you need, are really flexible and explain it every thoroughly.
The UX from the back-end is also great to work with. Really smooth environment and easy on the eye. Also explaining this to people new to the system is very quick.
Ultimate.ai also offers a lot in terms of integration, they really try to make integrations with all your relevant internal systems to make the bot smarter and give it more knowledge.
What do you dislike about the product?
Scalability for multiple languages can be improved, currently all the different languages are handled pretty much totally separate.
Also in our specific use case it took a while to see some initial results and the growth was less quick than expected. Ultimate.ai however helped out a lot, and was really looking into our use case to try and make it work.
Unfortunately it doesn't work with every Customer Service contact software out there, which is also the reason we are currently not able to use ultimate.ai. Ultimate.ai however supplied everything from their side to make the integration work as soon as possible.
Also in our specific use case it took a while to see some initial results and the growth was less quick than expected. Ultimate.ai however helped out a lot, and was really looking into our use case to try and make it work.
Unfortunately it doesn't work with every Customer Service contact software out there, which is also the reason we are currently not able to use ultimate.ai. Ultimate.ai however supplied everything from their side to make the integration work as soon as possible.
What problems is the product solving and how is that benefiting you?
We are taking away contact moments from our Customer Service teams, which gives them more time to focus on more complex issues that will actually make a difference for our customers.
Also helping our customers with supplying them quicker answers due to direct integrations to our internal systems.
Also helping our customers with supplying them quicker answers due to direct integrations to our internal systems.
Chat bot service
What do you like best about the product?
Bot is really easy to train and develop. And it's also simple to use and manage. It is no longer slowing down as much as a year ago.
What do you dislike about the product?
When you do intent training and there's an AI suggested message that you need to move to another intent it doesn't give all the intents to the drop down menu. It complicates training.
What problems is the product solving and how is that benefiting you?
Our team from Ultimate helps with bot development and analysis.
Customer Service Made Easier!
What do you like best about the product?
1) Zendesk has a fully customize able interface that is easy to get used to.
2) Since I've linked me e-mail, I get notified whenever a ticket has been raised, replied to be someone else or updated. The mails usually come to our main Distro, but I've set rules on Outlook so that it can come to my "ME" folder ONLY if it's something that requires my attention.
3) Zendesk helps you record all the exchanges between you and the client. All interactions and recorded which means backtracking is a breeze!
4) Whether you have an Iphone or an android device, you can seamlessly respond to tickets on the go, right from your mobile device!
5) Tickets can be assigned to multiple teams/departments at once.
6) I like the fact that you can leave an internal message is the pink box when you want to communicate between departments on the same thread and you don't want it to be visible to your client.
7) The best thing I love about Zendesk is how easy it is to integrate it with other 3rd party softwares.
8) Sometimes, especially during to the Covid-19 Pandemic, we can automate our response to clients. This is very useful on days when we don't work at full capacity.
2) Since I've linked me e-mail, I get notified whenever a ticket has been raised, replied to be someone else or updated. The mails usually come to our main Distro, but I've set rules on Outlook so that it can come to my "ME" folder ONLY if it's something that requires my attention.
3) Zendesk helps you record all the exchanges between you and the client. All interactions and recorded which means backtracking is a breeze!
4) Whether you have an Iphone or an android device, you can seamlessly respond to tickets on the go, right from your mobile device!
5) Tickets can be assigned to multiple teams/departments at once.
6) I like the fact that you can leave an internal message is the pink box when you want to communicate between departments on the same thread and you don't want it to be visible to your client.
7) The best thing I love about Zendesk is how easy it is to integrate it with other 3rd party softwares.
8) Sometimes, especially during to the Covid-19 Pandemic, we can automate our response to clients. This is very useful on days when we don't work at full capacity.
What do you dislike about the product?
1) Sometimes, I get duplicate messages when the ticket system has not yet been assigned.
2) To direct a message to someone, we use "@" followed by their names. This feature has a mind of it's own and doesn't work most of the time. However, I'm pretty sure it has something to do with hardware.
2) To direct a message to someone, we use "@" followed by their names. This feature has a mind of it's own and doesn't work most of the time. However, I'm pretty sure it has something to do with hardware.
What problems is the product solving and how is that benefiting you?
1) Organizing and Prioritizing Client tickets
2) SLA Management
3) Ease in offloading service requests to teams that take over the next shift
4) Automated messages when we aren't working at full capacity
5) Screencasts
2) SLA Management
3) Ease in offloading service requests to teams that take over the next shift
4) Automated messages when we aren't working at full capacity
5) Screencasts
Excellent chatbot product for multi-lingual customer service
What do you like best about the product?
Impressive NLP/AI performance, multi-lingual chatbot capabilities, easy-to-use dashboard for chatbot content management and continuous training of the chatbot, and excellent support from the Ultimate.ai team for performance improvement and analysis. The Ultimate team is very agile and did a lot of customisation work for our organisation, which was very helpful in ensuring that the product fit our needs.
What do you dislike about the product?
While I'm generally very happy with Ultimate, there are some potentially useful features that are missing from the product. For example, we had to build and maintain duplicate logic in different dialog flows, and sometimes manual work was needed for doing deep analyses into the performance of the chatbot.
What problems is the product solving and how is that benefiting you?
Volumes of customer care requests are increasing and chat is an expensive channel to handle without any automation. Using Ultimate allowed us to scale up chat and make it a strategically important channel, when a significant share of chat requests can be automatically handled by the Ultimate.ai chatbot.
Recommendations to others considering the product:
Whenever you are considering implementing a customer care chatbot with Ultimate or any other provider, make sure you have a solid business case as well as resources on your side to figure out how the chatbot should handle different requests, as well as engineering resources to manage the necessary integrations. Ultimate can provide the software that allows you to build excellent chatbots, but you need to have the resources on your side to manage how those bots handle your business, as you are the expert on that.
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