Zendesk Suite
ZendeskExternal reviews
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Great tool to answer customer requests and assist support agents.
What do you like best about the product?
The text recognition works very well, so that customer requests are assigned to the correct intent. In case of an escalation to an agent, the agents are shown different suggested answers. This makes work easier and increases customer satisfaction. In addition, all the ultimate.ai staff I have met are helpful and try to solve problems promptly. The pricing is fair.
What do you dislike about the product?
Some parts of the UX are not yet optimized, which e.g. complicates the creation of dialog trees and future adjustments. However, new features are constantly being developed in this area and hopefully improve UX in the future.
What problems is the product solving and how is that benefiting you?
The automated answering of customer requests via live chat without reducing customer satisfaction through an uncomfortable chat experience. Ultimate.ai also helps our agents in live chat to provide a faster and still good answer by suggesting possible replies.
We can answer a large number of customer requests automatically and provide our agents with suggested answers when escalating. The agents are very happy to use Ultimate.ai.
We can answer a large number of customer requests automatically and provide our agents with suggested answers when escalating. The agents are very happy to use Ultimate.ai.
Recommendations to others considering the product:
If you are looking for a tool that combines features of a Chatbot for customer self-service a Chats-Assistent for escalated requests, try ultimate.ai. It is GDPR compliant, (quite) easy to set-up, and great to manage.
Besides their technology, ultimate.ai's support is what convinced me to work with them.
Besides their technology, ultimate.ai's support is what convinced me to work with them.
I have researched the company for a post-doc market study.
What do you like best about the product?
The level of backend automation compared to competitors in automated virtual customer service.
What do you dislike about the product?
A bit diffuse marketing of the platform´s features on the website. A bit unclear at the first glance what separates Ultimate.ai from competitors in for example Finland.
What problems is the product solving and how is that benefiting you?
I have not used the bot in practice but my impression is that it is more advanced than many of the Finnish competitors.
Recommendations to others considering the product:
Consider the potential for Ultimate.ai's growth with regards to the incredible funding the company has raised. I am sure that the features will become very sophisticated during the coming years.
Application specialist
What do you like best about the product?
Simplest, the user interface that it's easy to use and user friendly with reporting tools etc. You do not need to be an expert or have years of experience with chatbot when you use it first time as tool, it's very intuitive.
What do you dislike about the product?
The logic to create intent and with its different ways to ask questions (expression) with one answer. This should be handled with more "AI" like, such as, identify the variation of the words or sentences.
Now we just need to manually submit/input all different ways to express the possibility of how user may ask questions and based on that how bot can handled them.
Now we just need to manually submit/input all different ways to express the possibility of how user may ask questions and based on that how bot can handled them.
What problems is the product solving and how is that benefiting you?
When installing the bot to the chat platform and its performance due the fact it's not only ultimate.ai problem as there are many variable factors.
Recommendations to others considering the product:
Easy to setup and use. Additionally, ultimate.ai most likely meet the most of the requirements of the users/use cases.
Great tool with multiple integration points and collaboration
What do you like best about the product?
My favorite feature of Zendesk is the ability merge and direct tickets with other companies using Zendesk. As an example, we are working with a third party vender who is helping us with development on systems integrations. They use Zendesk as well and we were able to incorporate both parties together. When something needs to be assigned nd reviewed by a different team, all you have to do is select the team member and the ticket goes to the corresponding Zendesk.
What do you dislike about the product?
Running reports can sometimes be complicated and confusing. It would be nice if dashboards could be more descriptive.
What problems is the product solving and how is that benefiting you?
Help Desk support ticket management, Change management tracking and service level agreement metric keeping.
A very good support suite even for SMEs
What do you like best about the product?
The ticketing system is way too good. You get to use a lag free ticketing support system, where you get updates on every ticket raised by a customer. Be it a chat or an email.
In fact the free version, though having limitations works pretty well.
In fact the free version, though having limitations works pretty well.
What do you dislike about the product?
For free users the login ids could be more. Also, there can be better formatting. Let's say an user provides his details before accessing the support, the user sometimes can provide , fake random numbers, that can be reduced.
What problems is the product solving and how is that benefiting you?
Multiple chat sessions can be added with ease.
Automated messages can be saved and shared with customers online.
Solving/ solved the problem of Through customer support solutions within the given SLA.
Automated messages can be saved and shared with customers online.
Solving/ solved the problem of Through customer support solutions within the given SLA.
Recommendations to others considering the product:
Would tell them to go for the paid version.
The best Support Suite for excellent business conversations
What do you like best about the product?
The like the cloud based help desk service it is excellent and makes work life easier. They are also very good and pioneers of solving technical tickets and providing on time solutions. The integrated chat system is fantastic which makes easy to communicate with customers. One can make call recordings, customize the communication system to make emails as per business campaigns. We have also used it for inbound marketing
What do you dislike about the product?
I dislike the routing functions, sometimes it is very slow and completely automatable.
What problems is the product solving and how is that benefiting you?
I am not facing any such issue which Zendesk team is resolving, the only issue i have with them is with their routing functions as it is slow and is not automatable. The benefits I have realized I that my company is now able to use it do inbound marketing, use the phone input. We are also able to track the complete details from start to end of each customer messages. We were also able to prioritize incoming important emails efficiently. We have a 7 member team and all of us can monitor our work efficiently
Thorough ticket tracking
What do you like best about the product?
Zendesk is enough of an industry-leader that it's easy to find information about how to use it. The ticket tracking/management tools are fairly comprehensive. The functionality is very comparable to its competitors; all your normal ticketing needs are covered.
What do you dislike about the product?
Limited integrations; while Zendesk's official functionality is substantial, the limitations on integrating anything else can be limiting in functionality. If Zendesk will be your primary client contact point, this may be less of an issue, but if you're trying to use Zendesk in conjunction with other CRM tools, be sure to check for integration options.
What problems is the product solving and how is that benefiting you?
Customer support management; Zendesk, as with any ticketing platform, allows a single contact point for the client to access any support resources needed. It was a great tool for us to use to streamline client support.
It is one of the best helpdek software!
What do you like best about the product?
I personally like their which can be integrated with any system
What do you dislike about the product?
Some limitations about the chat integration
What problems is the product solving and how is that benefiting you?
Solved Queue & ticket problems.
Recommendations to others considering the product:
Try it! It worths your attention!
Very good platform to support
What do you like best about the product?
The best thing about this platform is how easy it is to use and customize based on business needs. It also gives the possibility of having several channels through which an external or internal client can request support.
What do you dislike about the product?
You don't have the option of building a good knowledge base with the problems and solutions in place. This is an important improvement opportunity that you can incorporate.
What problems is the product solving and how is that benefiting you?
With Zendesk we were able to solve the inconvenience of opening tickets by our clients. We can now follow up on them and also prioritize them based on the criticality of the problem. We improve response times and our relationship with our clients.
Making customer service easy
What do you like best about the product?
Zendesk is a perfect customer service solution that keeps everything in once place. The Zendesk platform allows for us to answer customer service tickets directly within the platform, see the status of the ticket, and send feedback surveys automatically. The internal notes feature helps us stay organized and it easily connects with Salesforce.
What do you dislike about the product?
The Zendesk platform is very user friendly and easy to use. It connects with Salesforce which is great for us. Having to jump out to another platform is not ideal, but overall is it a great tool!
What problems is the product solving and how is that benefiting you?
This is key for clients to send in help desk request tickets and easily assess the response with an automated feedback survey. We have also been able to provide live chat services to our client base using Zendesk.
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